Deputy Director, Customer Insights and Service Process Improvement Specialist

4 weeks ago

Singapur, Singapore Careers@Gov Full time
Customer Experience Leader - Service Process Improvement and Insights

Careers@Gov is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalized experiences that empower individuals to embrace holistic well-being.

To serve Singaporeans, Careers@Gov engages its customers via online and offline touchpoints such as outreach through the different settings including workplaces, schools, community, health screening / school health and dental services. Careers@Gov also manages a contact centre, corporate website, social media platforms, Careers@Gov's Healthy 365 mobile app, and conduct roadshows in support of specific programmes.

As we embark on a transformation journey to enhance our customer experience delivery across the various touchpoints, we are looking for a data-driven leader with a proven track record in enhancing customer satisfaction and touchpoints improvements, who will play a pivotal role within our organisation, to lead the development and implementation of a comprehensive customer insights programme, oversee customer survey management, and lead CX strategy implementation and service process improvement initiatives.

Responsibilities
  • Develop a comprehensive CX strategy implementation plan that outlines clear objectives and actionable initiatives to achieve the intended CX adoption.
  • Develop and execute strategies for gathering, analysing, and interpreting customer insights through various channels such surveys, feedback mechanisms, and customer interactions.
  • Conduct in-depth analysis of customer feedback, behaviours and interaction data to identify trends, patterns and areas for improvements.
  • Utilise customer insights to identify pain points, opportunities, and areas for improvement across all touchpoints.
  • Collaborate with cross-divisional/functional teams to implement process enhancements.
  • Lead continuous improvement initiatives to optimise service delivery.
  • Leverage data analytics and automation to enhance the customer experience and lead operational efficiency.
  • Establish CX standards and implement processes for ongoing monitoring and evaluation.
  • Develop and implement strategies to address gaps and lead continuous optimisation of customer experiences.
  • Presenting findings, insights and recommendations to stakeholders (i.e. programme and touchpoint teams) to formulate action plans for improvement.
  • Update at key CX forums to update progress, lead data decision making and prioritisation in CX initiatives.
  • Leverage on board-wide change management efforts to drive adoption of the new CX strategy across the organisation. This may involve identifying potential barriers to change, developing mitigation strategies, and fostering a culture of openness and adaptability.
  • Oversee the procurement process, propose and manage budget and maintain close oversight of contracts to maximise the value for the organisation.
  • Monitor contract performance and compliance throughout the contract lifecycle.
Requirements
  • Minimally Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
  • Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
  • Minimum of 8-10 years of progressive experience in customer experience, market research, service management, and data analytics.
  • Proven track record in leading and managing teams.
  • Experience in developing and implementing customer experience strategies.
  • Strong analytical and problem-solving skills with proficiency in data analysis, statistical software, and key driver analysis.
  • Experience in designing and conducting customer surveys and research.
  • Knowledge of survey management systems, customer data management, and data warehousing.
  • Experience in process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting.
  • Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio).
Skills Requirements
  • Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
  • Strong leadership skills: Proven ability to lead and inspire teams.
  • Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
  • Analytical mindset: Strong data analysis and problem-solving skills.
  • Customer-centric: Passionate about delivering exceptional customer experiences.
  • Results-oriented: Focus on achieving measurable outcomes and driving business impact.
  • Change management: Ability to lead organisational change and overcome resistance.
  • Collaboration: Strong interpersonal skills and ability to build relationships across departments.
  • Influencing skills: Ability to persuade and influence stakeholders at all levels.

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