Service Excellence Lead

2 days ago


Singapore National Library Board Full time

At the Land Transport Authority, we are seeking a highly skilled professional to lead our service excellence initiatives. As a Service Excellence Lead, you will play a pivotal role in driving a customer-centric mindset throughout the organization.

The ideal candidate will have a strong background in business analytics and statistics, with experience in leveraging data insights to enhance service strategy and improve customer experience. You will work closely with internal stakeholders to design and implement projects that strengthen our service culture and uphold high standards of customer service delivery.

In this role, you will analyze data from our customer feedback management system to identify areas for improvement and develop actionable recommendations. You will also collaborate with cross-functional teams to apply these insights to policy, regulation, or process redesigns that drive positive change and reduce customer complaints.

A key aspect of this role is the ability to communicate complex ideas effectively, both written and verbally, to various audiences. You will be responsible for reviewing and enhancing customer communications, digital services, and overall customer experience to ensure alignment with our organizational goals.

To succeed in this position, you should possess excellent analytical and critical thinking skills, as well as strong interpersonal and writing skills. Relevant experience in customer service, service planning, and data management is highly desirable.

If you are passionate about delivering exceptional customer experiences and driven to make a meaningful impact, we encourage you to apply for this exciting opportunity.



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