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Customer Experience Design Lead

1 week ago

Singapore This is an IT support group Full time

Job Overview

This is an IT support group, seeking a skilled Customer Experience Design Lead to join our team. As a key member of our Customer Experience Office, you will play a vital role in shaping our customer experience strategy.

You will work closely with senior leaders and teams to design, implement, and elevate customer experience in our products, services, and infrastructure. Your primary responsibilities will include:

  • Functioning as an internal consultant and process facilitator to guide business units on customer experience delivery design in their current processes and projects.
  • Identifying synergies in customer journeys across divisions and opportunities for integration and facilitating cross-functional collaboration to create seamless service experiences.
  • Designing and conducting design thinking/customer experience-related training programs.
  • Inspiring and engaging a network of Customer Experience Advocates (CXAs) comprising management-level staff to mainstream customer-centricity in the organization and promote peer learning and collaboration.
  • Promoting CX branding to promote the value of CX within the organization and shape positive customer perceptions.

Requirements

We are looking for individuals with a strong background in sociology, psychology, design, or a relevant field of study. You must demonstrate a customer-centric outlook with at least 3 years' experience in projects or consultancy work in/with the public service, preferably in the area of customer experience and service design. Experience in consulting for customer-facing and/or design critiques for digital projects will be an advantage. Additionally, you should possess:

  • Detailed-oriented skills with strong analytical and critical thinking abilities.
  • The ability to navigate ambiguity and diverse opinions as a team player.
  • Strong communication (written and verbal) and interpersonal skills to engage both internal and external stakeholders.