Deputy Director, Customer Insights and Service Process Improvement

3 months ago


Singapur, Singapore Careers@Gov Full time
Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being.
To serve Singaporeans, HPB engages its customers via online and offline touchpoints such as outreach through the different settings including workplaces, schools, community, health screening / school health and dental services. HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, and conduct roadshows in support of specific programmes.
As we embark on a transformation journey to enhance our customer experience delivery across the various touchpoints, we are looking for a data-driven leader with a proven track record in enhancing customer satisfaction and touchpoints improvements, who will play a pivotal role within our organisation, to lead the development and implementation of a comprehensive customer insights programme, oversee customer survey management, and lead CX strategy implementation and service process improvement initiatives.

Responsibilities
The responsibilities of the successful candidate will include:

  • Develop a comprehensive CX strategy implementation plan that outlines clear objectives and actionable initiatives to achieve the intended CX adoption.
  • Develop and execute strategies for gathering, analysing, and interpreting customer insights through various channels such surveys, feedback mechanisms, and customer interactions.
  • Conduct in-depth analysis of customer feedback, behaviours and interaction data to identify trends, patterns and areas for improvements.
  • Utilise customer insights to identify pain points, opportunities, and areas for improvement across all touchpoints.
  • Collaborate with cross-divisional/functional teams to implement process enhancements.
  • Lead continuous improvement initiatives to optimise service delivery.
  • Leverage data analytics and automation to enhance the customer experience and lead operational efficiency.
  • Establish CX standards and implement processes for ongoing monitoring and evaluation.
  • Develop and implement strategies to address gaps and lead continuous optimisation of customer experiences.
  • Presenting findings, insights and recommendations to stakeholders (i.e. programme and touchpoint teams) to formulate action plans for improvement.
  • Update at key CX forums to update progress, lead data decision making and prioritisation in CX initiatives.
  • Leverage on board-wide change management efforts to drive adoption of the new CX strategy across the organisation. This may involve identifying potential barriers to change, developing mitigation strategies, and fostering a culture of openness and adaptability.
  • Oversee the procurement process, propose and manage budget and maintain close oversight of contracts to maximise the value for the organisation.
  • Monitor contract performance and compliance throughout the contract lifecycle.

Requirements
 

Qualifications and Experience:

  • Minimally Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
  • Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
  • Minimum of 8-10 years of progressive experience in customer experience, market research, service management, and data analytics.
  • Proven track record in leading and managing teams.
  • Experience in developing and implementing customer experience strategies.
  • Strong analytical and problem-solving skills with proficiency in data analysis, statistical software, and key driver analysis.
  • Experience in designing and conducting customer surveys and research.
  • Knowledge of survey management systems, customer data management, and data warehousing.
  • Experience in process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting.
  • Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio).

Skills Requirements:

  • Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
  • Strong leadership skills: Proven ability to lead and inspire teams.
  • Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
  • Analytical mindset: Strong data analysis and problem-solving skills.
  • Customer-centric: Passionate about delivering exceptional customer experiences.
  • Results-oriented: Focus on achieving measurable outcomes and driving business impact.
  • Change management: Ability to lead organisational change and overcome resistance.
  • Collaboration: Strong interpersonal skills and ability to build relationships across departments.
  • Influencing skills: Ability to persuade and influence stakeholders at all levels.



  • Singapur, Singapore Careers@Gov Full time

    Job Title: Deputy Director, Customer Insights and Service Process ImprovementAt Health Promotion Board (HPB), we are committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalized experiences that empower individuals to embrace holistic well-being.We are seeking a data-driven leader with a...


  • Singapur, Singapore Careers@Gov Full time

    Customer Experience Leader - Service Process Improvement and InsightsCareers@Gov is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalized experiences that empower individuals to embrace holistic well-being.To serve Singaporeans, Careers@Gov engages its customers via online and...


  • Singapur, Singapore Careers@Gov Full time

    Customer Experience Transformation LeaderCareers@Gov is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalized experiences that empower individuals to embrace holistic well-being.To serve Singaporeans, Careers@Gov engages its customers via online and offline touchpoints such as...


  • Singapur, Singapore Careers@Gov Full time

    Job Title: Deputy/Assistant Manager, Customer CommunicationsWe are seeking a highly motivated and customer-centric individual to join our team as a Deputy/Assistant Manager, Customer Communications. This role will play a key part in building a strong service culture and upholding service standards within LTA.Key Responsibilities:Analyse data from LTA's...


  • Singapur, Singapore Careers@Gov Full time

    Job Title: Deputy/Assistant Manager, Customer CommunicationsAbout the Role:We are seeking a highly motivated and customer-centric individual to join our team as a Deputy/Assistant Manager, Customer Communications. As a key member of our customer service team, you will be responsible for building a strong service culture and upholding service standards in...


  • Singapur, Singapore Careers@Gov Full time

    Job Title: Deputy Director (Future Capabilities)The Building and Construction Authority (BCA) is seeking a visionary leader to spearhead the development and implementation of data analytics, AI, and emerging technologies. As Deputy Director (Future Capabilities), you will be responsible for driving innovation and enabling data-driven decision-making across...


  • Singapur, Singapore Careers@Gov Full time

    Job Title: Deputy Constituency DirectorWe are seeking a highly motivated and experienced individual to join our team as a Deputy Constituency Director. In this role, you will partner with the Constituency Director to develop and implement strategies for the growth and development of Grassroots Organisations (GROs) in the constituency.Key...


  • Singapur, Singapore Careers@Gov Full time

    Job Title: Deputy Director (Future Capabilities)We are seeking a visionary leader to drive the development and implementation of data analytics, AI, and emerging technologies at the Building and Construction Authority (BCA). As Deputy Director (Future Capabilities), you will be responsible for aligning emerging technologies with the organization's overall...


  • Singapur, Singapore Careers@Gov Full time

    Job Title: Deputy Constituency DirectorAt Careers@Gov, we are seeking a highly skilled and experienced Deputy Constituency Director to join our team. The successful candidate will partner with the Constituency Director to drive strategic planning, operational execution, and community engagement initiatives in the constituency.Key Responsibilities:Formulate...


  • Singapur, Singapore Careers@Gov Full time

    The Deputy Constituency Director (DCD) partners and assists the Constituency Director (CD) in the following duties and responsibilities: Strategic/Operational Planning •Formulates and reviews plans for the development of Grassroots Organisations (GROs) in the constituency to achieve a highly liveable neighbourhood and a harmonious community....


  • Singapur, Singapore Careers@Gov Full time

    [What the role is] Assistant/Deputy Manager (Digital Transformation) [What you will be working on] You will be expected to drive digitalisation and transformation initiatives in TP and manage the digital projects/products. You will work closely with the Deputy Director (Digital Transformation) to develop and implement strategies to enhance TP’s...


  • Singapur, Singapore Nanyang Technological University Full time

    Job Title: Deputy Director of Global EntrepreneurshipNanyang Technological University (NTU) is seeking a highly skilled and experienced Deputy Director to spearhead its Global Entrepreneurship Programme (GEP). The successful candidate will be responsible for driving the strategic direction, operations, and success of this flagship accelerator programme.Key...


  • Singapur, Singapore Careers@Gov Full time

    Job Title: Deputy Director, Tech PolicyJob Summary:We are seeking a highly skilled and experienced Deputy Director, Tech Policy to join our team at IMDA. The successful candidate will be responsible for advancing policy to drive adoption and commercialisation of emerging technologies in Singapore, strengthening resilience and capturing economic...


  • Singapur, Singapore SP Group Full time

    About the RoleWe are seeking a highly experienced Deputy Director to lead our Digital Technology Team in driving digital transformation initiatives across SP Group businesses.Key ResponsibilitiesDevelop and implement a digital transformation roadmap to enhance scalability and agility.Champion modern engineering practices, including Secure CI/CD and...


  • Singapur, Singapore Careers@Gov Full time

    [What the role is] Lead a team to oversee implementation and growth of effective services and initiatives that meet the needs of users of social services, such as persons with mental health conditions, effectively and efficiently. [What you will be working on] Support Director and Deputy Director to achieve better outcomes for persons who use social...


  • Singapur, Singapore Careers@Gov Full time

    Job Title: Senior / Assistant Director, Service DeliveryAt Careers@Gov, we are seeking a highly skilled and experienced Senior / Assistant Director to lead our Service Delivery team. The successful candidate will be responsible for overseeing the implementation and growth of effective services and initiatives that meet the needs of users of social...


  • Singapur, Singapore Nanyang Technological University Full time

    Deputy Director, co11abAbout co11abco11ab is a BioMedtech incubator, established jointly between the Nanyang Technological University, Singapore (NTU Singapore), the Agency for Science, Technology, and Research (A*STAR), and the National Healthcare Group (NHG). Co11ab’s mission is to nurture and support the translational development of biomedical...


  • Singapur, Singapore Nanyang Technological University Full time

    Job Title: Deputy Director of Global Entrepreneurship ProgrammeNanyang Technological University (NTU) is seeking a highly skilled and experienced professional to lead its Global Entrepreneurship Programme (GEP) as Deputy Director. The successful candidate will be responsible for spearheading this brand-new programme, overseeing its strategic direction,...


  • Singapur, Singapore The Learning Lab Full time

    About The Learning LabWe are a leading education provider dedicated to delivering exceptional customer experiences to parents and students. Our team is passionate about making a positive impact in the lives of our customers, and we're looking for like-minded individuals to join us.Job SummaryWe are seeking a highly motivated and customer-focused individual...


  • Singapur, Singapore The Learning Lab Full time

    {"title": "Customer Service Associate", "description": "Job SummaryAt The Learning Lab, we are committed to delivering exceptional customer experiences to parents and students. We are seeking a highly skilled and passionate Customer Service Associate to join our team.Key ResponsibilitiesDevelop a deep understanding of our programs, services, and processes to...