Mercedes-Benz Singapore
At Mercedes-Benz, we don't just deliver products — we design how people experience the brand.
Every interaction matters. From the first moment of discovery, to ownership, to everything that happens in between.
As we continue to evolve our Customer Excitement (CX) approach, we are looking for someone to help us answer a simple but powerful question: Are we truly delivering an experience that customers remember — and come back for
This role sits at the heart of how we design, measure, and improve our customer journeys.
It is built for someone who understands that great experiences don't happen by chance — they are intentionally crafted, tested, and refined.
Why join us
At Mercedes-Benz Singapore, we are constantly rethinking how we engage our customers — not just through products, but through experiences that stay with them.
This role offers the opportunity to shape how we design those experiences, working closely with teams across the business to bring them to life.
If you believe that the smallest details can make the biggest difference — and that great experiences are built, not assumed — we would love to hear from you.
What you will do
- Design and map customer journeys end-to-end
- Understand how customers move across touchpoints — from first interaction to long-term ownership — and identify where we can do better
- Turn customer feedback into meaningful action
- Work with Voice of Customer (VOC) data, journey insights, and experience metrics to uncover pain points and opportunities
- Translate insights into real improvements
- Bridge data and design to create experiences that are seamless, relevant, and emotionally engaging
- Test, learn, and refine continuously
- Run pilots, A/B tests, and on-ground validations to ensure improvements are not just implemented — but effective
- Drive retention and long-term engagement
- Support initiatives that strengthen customer loyalty, repeat purchase, and brand affinity
- Enable the organization to think customer-first
- Work across teams to embed CX thinking into how we operate, collaborate, and make decisions
What makes this role different
This is not just a design role. And it is not just an analytics role.
You will be working at the intersection of both — connecting what customers feel, with what the data tells us, and what we do next.
You will have visibility across the full customer lifecycle, and the opportunity to shape how experiences are designed across Sales, Customer Services, and beyond.
If you enjoy understanding not just what customers do — but why they feel the way they do — this role will be deeply meaningful.
What we're looking for
- A structured thinker who can break down complex journeys into clear, actionable insights
- Someone who is naturally curious and asks why before jumping to solutions
- Comfortable working across teams and influencing without authority
- Able to translate data, feedback, and observations into compelling stories and actions
- Experience in customer experience, journey mapping, analytics, or service design is advantageous
Qualifications & Experience
- University degree or equivalent in Business, Marketing, Design, Human-Centered Innovation, Analytics, or a related field
- Experience in customer experience, journey design, marketing, analytics, or related fields
- Experience working with customer data, feedback systems, or journey performance metrics
- Familiarity with tools such as Salesforce (SFDC), Salesforce Marketing Cloud (SFMC), or dashboarding tools (e.g. Power BI, Tableau) is advantageous
What we value
- Strong analytical thinking paired with empathy for the customer
- A structured and curious mindset — someone who enjoys improving how things work
- Ability to communicate insights clearly and influence stakeholders
- Comfortable navigating ambiguity and working across different perspectives
- Ownership and accountability in seeing ideas through to execution
