Service Design Director

2 days ago

Singapore beBeeCustomerExperience Full time $90,000 - $120,000
Lead Customer Experience and Service Design\

This role involves leading the development and implementation of customer experience strategies across various channels, including customer insights, service design, and cross-functional collaboration. The successful candidate will have a strong background in customer experience management, service design, and data analytics, with a proven track record of developing and executing customer experience strategies. Key responsibilities include:


  • \
  • Leading cross-functional teams in delivering service improvements using human-centred design methods\
  • Designing and implementing robust strategies to gather, analyse, and interpret customer insights from various channels\
  • Presenting findings and recommendations to internal stakeholders to support evidence-based decision-making\
  • Collaborating with cross-functional teams to implement process enhancements and lead continuous improvement initiatives\
  • Developing and enhancing reporting dashboards to improve data visualisation and stakeholder reporting\
  • Fostering innovation, accountability, and collaboration among team members\
  • Developing team capabilities through coaching, mentoring, and structured learning aligned to organisational CX maturity goals\
  • Monitoring vendor contract performance and compliance throughout the contract lifecycle\
  • Planning, monitoring, and managing budgets across CX and service transformation portfolios\\
    Required skills and qualifications include a bachelor's degree in business, service management, service design, statistics, or a related field. Certifications in customer experience management, service design, agile, BPR, Six Sigma, Lean, or data analytics tools are advantageous. A minimum of 10 years of progressive experience in customer experience, market research, service management, and data analytics is required. Proven analytical skills, proficiency in statistical software, data visualisation, and process mapping are essential. Additionally, knowledge of process improvement methodologies and service blueprinting is desirable.
    • \
    • A Bachelor’s degree in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field\
    • Certifications in Customer Experience Management (CXM), Service Design, Agile, BPR, Six Sigma, Lean, or data analytics tools\
    • Minimum 10 years of experience in customer experience, market research, service management, and data analytics\
    • Proven analytical skills with proficiency in statistical software, data visualisation, and process mapping\
    • Knowledge of process improvement methodologies and service blueprinting\\

The ideal candidate will be a strategic thinker, able to develop and execute long-term CX vision. Strong leadership and excellent communication skills are also essential. Analytical mindset, customer-centricity, results-oriented approach, change management expertise, and influencing skills are highly valued.

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This role offers a unique opportunity to shape the customer experience strategy and drive organisational change. If you are a seasoned professional with a passion for delivering exceptional customer experiences, please apply for this exciting opportunity.


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