Director of Experience Enhancement

5 days ago


Singapore beBeeImprovement Full time $120,000 - $180,000
Customer Insights and Service Process Improvement Leader

A data-driven leader is sought to spearhead customer insights, survey management, and service process enhancements.

  • Lead and Drive Customer Insights
    • Strategic Planning: Design and implement robust strategies for gathering, analysing, and interpreting customer insights.
    • Data Analysis: Conduct in-depth analysis of customer feedback and behavioural patterns to identify trends and opportunities for experience enhancement.
    • Actionable Recommendations: Translate customer insights into actionable recommendations to pinpoint pain points and experience gaps across key touchpoints.
  • CX Strategy and Execution of CX Community of Practice
    • CX Roadmap: Develop and implement a comprehensive CX strategy and roadmap to drive citizen-centricity and system-wide CX adoption.
    • CX Governance: Establish CX standards and governance processes to embed a consistent and high-quality experience across all service areas.
  • Service Design and Delivery Excellence
    • Human-Centred Design: Lead cross-functional teams in designing and implementing service improvements using Human-Centred Design methods.
    • Continuous Improvement: Drive continuous improvement initiatives to optimise service delivery and address emerging needs.
  • Team Leadership and Development
    • Team Capabilities: Lead and inspire cross-functional CX, insights, and service design teams, fostering collaboration and innovation.
    • Talent Development: Develop team capabilities through coaching, mentoring, and structured learning opportunities.


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