Conversation Designer Associate - #GRIT

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.

Be a Part of Something BIG!

We are a strategic team responsible for designing and mapping out the end-to-end conversational experiences across service channels. Conversation Designers (CD) Team designs and engineers digital conversations with customers to ensure operational efficiency, customer satisfaction, and ease of frontline adoption. Our team works very closely with various stakeholders, such as but not limited to marketing, operations and development teams to design conversations and customer journeys that offer customers a personalized touch.

Make an Impact by

• Owning end‑to‑end conversational experiences across chat and voice-design, orchestration, testing and continuous optimization.
• Coordinating cross functional initiatives (Digital teams, Care teams, Tech teams, Product teams and vendor partners), aligning scope, timelines and dependencies to business goals.
• Guiding and coaching executives using data and user feedback.
• Ensuring conversations follow a natural, customer-friendly tone that reflects our brand.
• Being passionate about analysing conversation gaps and process optimization.
• Engaging directly and proactively with business areas to understand business objectives and key issues.
• Proactively seeks and recommends conversation solutions to the challenges of the business areas thinking in a scalable way.
• Maintaining relevancy of content for customers according to changes in business landscape.
• Defining metrics to evaluate the performance of the conversational performances and the impact of the improvements implemented in the projects.
• Using data and insights to drive improvement in useful of content provided to customers.

Skills for Success

• Familiarity and determination to improve customer experience with generative AI tools and prompt writing.
• Excellent written and verbal communications skills
• Customer centric mindset with a genuine interest in improving digital customer experience.
• Interest to learn or equipped with subject matter knowledge to design conversations.
• Proactivity in taking ownership of projects and issues.
• Capability to manage several projects, areas and stakeholders.
• Comfortable working in a fast-paced environment with multiple stakeholders
• Analytical mindset - Use of insights and feedback to identify improvements.
• Detail oriented with good organisational skills for documentation and version control.
• Team player with strong communication and collaboration skills
• Proactive learner who is curious about new tools and best practices in Gen AI Tools and conversation design
• Good knowledge of design and project management tools (e.g. JIRA, Figma, Miro)

Are you ready to say hello to BIG Possibilities

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!