Head of Customer Journey Job Singapore,IT/Tech

We’re not looking for a traditional leader. We’re looking for a builder – someone who has founded, shipped, or scaled products from 0 to 1, and now wants to reinvent the customer journey at My Republic .

How you’ll contribute to MyRepublic’s success Build & Ship

Operate as the founder of customer journey inside MyRepublic – set the vision, own the roadmap, and ship
Partner with the in‑house IT team to scope, design, and deliver new systems, features, and digital touchpoints across the customer journey
Translate customer insights into technical requirements, user stories, and delivery roadmaps
Prototype solutions and contribute directly to technical design, configuration, or lightweight implementation where it accelerates delivery
Own the customer journey tooling roadmap – self‑service portals, customer apps, support workflows, journey analytics, and CRM capabilities

Customer Journey & Experience Strategy

Own the full customer journey end‑to‑end – onboarding, activation, usage, support, and retention
Identify friction points and opportunities using qualitative feedback, behavioural data, and journey analytics
Drive a continuous improvement loop with a bias toward action and shipping
Partner with Product, Sales, and Marketing to design customer‑first experiences that differentiate My Republic

Cross‑Functional Collaboration with IT

Serve as the primary business owner for customer and agent‑facing technology initiatives
Collaborate day‑to‑day with engineers, product, and data teams to unblock delivery and align on priorities
Establish shared rituals – sprint reviews, roadmap planning, launch retros – to keep customer journey and IT tightly aligned
Serve as the voice of the customer in executive discussions and product decisions

Measurement & Continuous Improvement

Define and track customer journey KPIs – NPS, CSAT, churn reduction, incremental revenue journey‑level completion rates, and feature adoption
Instrument new systems and features to measure impact post‑launch
Close the loop between customer feedback, data, and the product/customer journey roadmap
Build, manage, and mentor the customer journey team with the urgency and standards of an early‑stage company
Hire builder‑operators, set a high bar, and develop the team through coaching, stretch ownership, and direct feedback

We think you’ll fit in great with us if you:

Bachelor’s degree in Business, Computer Science, or related field preferred.
8+ years of progressive experience across customer journey, product, technical, or founder roles, with demonstrable development or build experience
Track record of shipping systems, digital products, or 0‑to‑1 ventures that measurably improved customer outcomes
Experience collaborating with IT and product teams on end‑to‑end delivery
Prior founder, co‑founder, or technical product leadership experience is preferred, but not required
Hands‑on development or technical build background – e.g., software engineering, technical product management, low‑code/no‑code platform build, or CX/CRM systems implementation
Strong understanding of customer experience frameworks, journey mapping, and the customer journey tooling landscape
Strong project management skills with the ability to drive execution across multiple parallel work streams
Strong interpersonal and communication skills to influence both technical and non‑technical stakeholders
Strong analytical skills and comfort with data, dashboards, and experimentation

Why Join Us?

At My Republic , we believe in creating a workplace that values your well‑being, growth, and happiness — both in and out of work. Here’s what you can look forward to when you join our team:

Wellness Day – Enjoy 1 wellness day every quarter to rest, recharge, or do something that makes you feel great.
Industry Leading Family Care Benefits – Time off to care for your loved ones when they need you most.
Birthday Leave – Celebrate you! Take a day off on your special day.
Work From Anywhere (WFA) Leave – Up to 20 days a year to work from wherever inspires you.
Hybrid Work Arrangement – Enjoy flexibility with a mix of office collaboration and remote work.
Plenty of Fun Events – From team bonding activities to festive celebrations, there’s always something happening to keep the energy high and connections strong.

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