Strategic Leader for Customer Experience Innovation

3 weeks ago


Singapore Careers@Gov Full time

About the Role:

Careers@Gov is seeking a visionary Deputy Director to lead the development and implementation of a comprehensive customer insights programme. The ideal candidate will have a proven track record in enhancing customer satisfaction and touchpoints improvements.

Key Responsibilities:

  • Develop a CX strategy implementation plan to enhance customer adoption.
  • Design and execute strategies for gathering, analysing, and interpreting customer insights.
  • Conduct in-depth analysis of customer feedback, behaviours, and interaction data to identify trends and areas for improvements.
  • Collaborate with cross-divisional teams to implement process enhancements.
  • Lead continuous improvement initiatives to optimise service delivery.

Requirements:

  • Bachelor's degree in Business, Service Management, Statistics, Data Analytics, or a related field.
  • Certifications in Customer Experience Management, Service Design, Agile methodologies, and data analytics are desirable.
  • Minimum 8-10 years of progressive experience in customer experience, market research, service management, and data analytics.


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