Customer Experience Optimization Specialist

2 days ago


Singapore Careers@Gov Full time

Health Promotion Board (HPB) is seeking a highly skilled professional to join its team as a Customer Experience Optimization Specialist. In this role, you will be responsible for assessing, recommending, and implementing technologies to enhance customer self-help capabilities, contact centre efficiency, and customer satisfaction.

About the Role
  • Key Responsibilities:
  • Avoid unnecessary expenses while driving business impact and operational efficiency by providing expertise on implementation of digital AI solutions for self-help optimisation, leveraging on proven, evolving AI technologies and solutioning.
  • Collaborate with cross-functional teams, including IT, contact centre vendors and programme teams, to define technology requirements and specifications.
  • Lead the vendor selection process, including preparation of tender specifications, evaluating tender proposals, and conducting vendor interviews.
  • Manage vendor relationships, including vendor performance monitoring, contract management and production issue resolution.
  • Drive implementation of digital touchpoints such as WhatsApp and Chatbots to support channel migration initiatives and provide customers with convenient communication channels.
Requirements
  • Qualifications and Experience:
  • Minimum Bachelor's Degree in Business Administration, Information Technology or other equivalent qualifications. Candidates with at least 6 years of relevant working experience will be considered.
  • Minimum 6 years of experience in most or all the following areas:
  • Experience in assessing, recommending and implementing technologies within a contact centre or operations environment, with a focus on digital AI solutions, self-help optimisation and contact centre efficiency enhancement.
  • Proven track record in providing training and support to staff on tech and processes, ensuring smooth adoption.
  • Experience in monitoring key performance metrics and conducting user feedback sessions.
  • Compile and analyse data from various sources to distil relevant insights and recommendations.
  • Presentation skills with ability to effectively communicate with stakeholders.
  • Project management skills with proven experience in cross-functional collaboration, particularly with internal programme/ product teams and external stakeholders.
What We Offer
  • A competitive salary range of SGD 70,000 - 100,000 per annum, depending on experience.
  • Ongoing training and development opportunities to enhance your skills and career growth.
  • A collaborative and dynamic work environment with a diverse team of professionals.


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