Senior Digital Touchpoints Specialist

Job PurposeAt Smart Axiata, we believe in giving customer the exceptional digital experience through our world-class product, services, and customer care. Customer Experience is the core of our inspiration and design. Our mission, as Customer Experience and Digital Channels, is to implement our core values into all customer channels. The job role will be an important part of our dynamic and growing team who aspire to:Transform traditional customer interactions to digital/automated channels.Implement innovative ideas to millions of Smart subscribers. Empower users and build strong customer relationship with Smart.Accountable for seeing possibilities to enhance the customer journey and putting them into action to make it smooth, effective, and enjoyable.Role & ResponsibilitiesKey Accountabilities & ResponsibilityDevelop concept and business requirement document for SmartNas consumer app based on roadmap and sprints, ensuring alignment with business objectives and customer needs.Collaborate with the Scrum team to define clear and detailed user stories for features to be developed in each sprint and ensure their timely delivery.Prioritize backlog items by balancing business value, technical feasibility, and user impact.Collaborate with UI/UX designer to design the feature at ease of use. Collaborate with QA to create test case and perform testing such as UAT, monkey testing etc. Collaborate with campaign team to do marketing to promote self-care as well as optimize customer engagement.Collaborate with app growth and analytic team to manage SmartNas app data and reporting to measure and improve performance of the apps.Collaborate with consumer products team to ensure that the relevant Smart products are available on SmartNas. Identify key areas for improvement in the customer experience as well as the ease-of-use SmartNas app.Monitor release performance, resolve issues, and drive enhancements based on user feedback and data.Key Performance IndicatorDeveloped feature delivery based on sprint.Bug occurring after going lived. Amount of usage on the developed feature. tNPS scoring from users. Job RequirementsWorking ExperienceMinimum 3 years work experience in a product/ marketing/ digital services/ transformation role in telecommunications or a similar environment Experience of working collaboratively with diverse range of stakeholders at all levels including senior management and key professional staff cross-departmentally, in order to achieve successful outcomesExperience in the following is preferred: digital transformation; product conceptualization and design; or marketingSpecific SkillsBasic project management skills.Good interpersonal skills; able to establish work relationships and communicate effectively with staff, at all levels including senior management.Proficiency in MS Office (Word, PowerPoint, Visio, Excel) is required.Ability to demonstrate a high level of verbal and written English.Excellent at producing and presenting concise presentations & reports.Proactive, passionate, self-confident, able to work effectively under pressure, quality oriented.External Work RelationsApp/web development vendorsSupportive platform vendorsInternal Work RelationsProduct TeamMarCom TeamDevOps TeamDemand teamKey ChallengesBalancing User Needs with Business Goals: Ensuring that designs meet both user expectations and business objectives, requiring effective collaboration with stakeholders.Adapting to Rapid Technological Changes: Staying updated with evolving tech and telecom trends, and quickly adapting designs to new product updates or features.Designing for Diverse User Groups: Creating inclusive and user-friendly designs for a broad range of users with different backgrounds, tech-savviness, and needs.Join Our Team – Apply NowThank you for your interest in joining Smart Axiata!To apply, please complete the application form and upload your CV in DOC, DOCX, or PDF format (maximum file size: 3MB).Alternatively, you may submit your CV directly to [email protected].Please note that only shortlisted candidates will be contacted. We sincerely appreciate your time and effort in applying and look forward to reviewing your application.If you have any questions, feel free to reach out to us at [email protected]Be the next Smart HeroJob Application[email protected]No. 464A Monivong Blvd, Sangkat Tonle Bassac, Khan Chamkarmorn, Phnom Penh Cambodia.