Product Owner (PO) - Direct & Indirect Channel Touchpoint

Description

The Product Owner - Direct and Indirect Channel Touchpoint

Job Purpose

is responsible for overseeing the development and optimization of digital and physical customer touchpoints, ensuring seamless integration across both direct (e.g., company-owned channels) and indirect (e.g., partner or third-party channels) interactions. 

1. Set up experience / customer journey (CX) for:

• Products Journey Acquisition
• Prepaid & Postpaid Services Journey e.g. eSIM, Replacement SIM

2. Design and Improve Prepaid & Postpaid product and service journey together with product, IT and operation team.
3. Responsible for requirement development for end-to-end smooth configuration and onboarding process to assure execution meets Timeline and Business Expectation.
4. Maintain Process and Service Portfolio that has direct impact to live subscribers.
5. Review customer complaint, customer insight/voice of consumer and social media feedback.
6. Identify Postpaid Service improvement and establish new process (if any) to support and monitor day to day operation.
7. Regularly maintain Knowledge Sharing Document or Business Reference (Retail Brief, Touchpoint Guideline, Go-To-Market, Business Monitoring Dashboard)

Key Accountabilities

Key accountabilities

1. Becoming point of contact for operational and technical matters within touchpoint including coordination and follow up for onboarding, fixes and improvement both for business and technical side.
2. Synchronize every Product, Program, Promo which onboarded across Channel touchpoint in term of price, benefit, business rule and mechanism.
3. Control project of business requirement changes to ensure delivery on agreed timeline & meet business expectation.
4. Keep monitor and follow up if there’s potential anomaly in areas:
   • All transaction coming from product/program/promo especially at post onboard phase
   • Customer behaviours & interaction in touchpoint
   • Users feedback via chat, email and other media.

Stakeholders

Stakeholders

• Business / Mobile Product Team
  • Close Coordination to capture business needs and objective to transform into functional requirement
• IT
  • Close Coordination to manage proper configuration and onboarding process.
  • Follow up massive or repetitive technical issues to Operation and Development Team
• EDM/MSA
  • Provide information of business metric to monitor
  • Together with EDM and MSA team to ensure data logged and available to monitor by stakeholder

Working Experience

Essential working experience

• Bachelor degree (S1), preferably from Computer Science/ Information Technology
• Min. 5 years of experience in portfolio management, product onboarding process, customer experience management and customer lifecycle management, preferably in telecom industry
• Has understanding and knowledge of content management system, including how it works and how to operate and deep understanding in agile approach
• Good presentation skill, preferably with design communication visual skill
• Basic Understanding/Knowing/Familiar with tools such as Google Analytic, Firebase, MS Power BI, Database, Direct Query are big advantages. · Strong analytical thinking
• Customer oriented
• Good adaptability
• Good teamwork & collaboration
• Achievement orientation