Job Description
Get to Know the Team
The Grab Support tech family builds and operates the technology that powers Grab's customer support experience across the region. We oversee the Help Centre and self-serve journeys, chatbots and form-based automations, live chat, AI tools, and the agent tooling our support teams rely on every day.
Our mission is to deliver a world-class, delightful and seamless support experience scaling support through automation, content excellence and AI.
Get to Know the Role
You will manage designers, working across several problem spaces as they explore the needs of our users, partners and the business to create impactful solutions that move our mission forward.
You will advocate for AI as a core part of how we design and how our products serve users, raising both the craft and the efficiency of the team.
You will be reporting to the Head of Design, Platform. This is an in-person role based at our Grab One North office in Singapore.
The Critical Tasks You Will Perform
- Drive design outcomes and processes, contribute to product strategy and improve quality across teams.
- Lead a team of Product Designers working across several problem spaces, and mentor them in solving complex and novel problems in simple and impactful ways.
- Ensure design quality and a positive support experience for consumers, partners and agents.
- Champion AI fluency across the team: set the bar for designing high-quality AI-mediated experiences (chatbots, automations, self-serve).
- Build and advocate for AI-enabled ways of working, partnering with leadership to shape workflows, tooling and upskilling that safely accelerate the team's craft and efficiency.
- Work with Product Management, Engineering, Analytics, Marketing, Analytics and senior leadership to create impact.
Qualifications
What Essential Skills You Will Need
- 7+ years Product Design experience.
- 4+ years experience managing design teams.
- An online portfolio or case studies demonstrating user-centred design and leadership.
- Great product design skills: visual design, prototyping and interaction design.
- Experience with user experience design for mobile and front-end web standards and development.
- Demonstrated AI fluency: hands-on experience fluently integrating AI into the design workflow to accelerate exploration and enhance craft, and experience using AI to automate workflows and improve team efficiency.
- Experience with Figma, Cursor, Claude Code and other design/AI tooling, including AI-assisted design and prototyping tools.
Additional Information
Life at Grab
We care about your well-being at Grab, here are some of the global benefits we offer:
- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex, create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
- Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours
What We Stand For at Grab
We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.
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