Senior Product Lead Specialist (CX) (Technology)

Executive recruitment company Monroe Consulting Group is partnering up with a multinational tech company looking to scale up its digital banking product. Our client is seeking a Senior Product Specialist for CX to help them build a great product. This job is based in Jakarta, Indonesia, with hybrid working arrangements.

Responsibilities

  • Design end-to-end customer journey platform roadmap enabling seamless CX processes handling user inquiries, requests, and complaints to solve customer problems.
  • Work collaboratively with business, product, and operations teams in new use cases and streamline processes.
  • Collaborate with product and engineering teams to prioritize requirements and features.
  • Analyze user feedback and data insights to improve the platform, processes, and user experience.
  • Identify and mitigate risk by ensuring platform quality and effectiveness in solving user problems.
  • Manage the commercial strategy with platform vendors.
  • Perform platform configuration for non-engineering tasks.

Qualifications

  • Minimum of 5+ years of experience as a business analyst/consultant/product management roles (technical)
  • Strong understanding of using Microsoft Dynamics 365
  • Proven experience in building large-scale platforms used by an extensive number of users
  • Strong knowledge of product development methodologies and the product lifecycle.
  • Track record of building scalable, modular, and company-wide usable systems.
  • Proficiency in improving business processes through digital products.
  • Strong analytical and problem-solving skills.
  • Experience with omnichannel, ticketing, or CRM platforms is a plus.
  • Able to work as a single contributor