Customer Insights Director

4 weeks ago


Singapore Careers@Gov Full time
Job TitleDeputy Director, Customer Insights and Service Process Improvement

Careers@Gov seeks a seasoned professional to lead our customer insights and service process improvement initiatives. As a key member of our team, you will develop and implement a comprehensive customer experience strategy that drives business outcomes and enhances our customers' interactions with our organisation.

Key Responsibilities
  • Develop a CX Strategy: Create a clear and actionable plan to achieve our customer experience goals, aligned with our organisation's vision and objectives.
  • Gather and Analyse Customer Insights: Design and implement surveys, feedback mechanisms, and customer interactions to gather valuable insights that inform our service improvements.
  • Conduct Analysis and Identify Trends: Utilise data analytics tools to analyse customer feedback, behaviours, and interaction data to identify trends, patterns, and areas for improvement.
  • Lead Cross-Functional Teams: Collaborate with cross-functional teams to implement process enhancements, leveraging your expertise in service design, data analytics, and change management.
  • Present Findings and Recommendations: Effectively communicate complex ideas to stakeholders, presenting actionable insights and recommendations to drive business impact.
Requirements
  • Education: Bachelor's degree in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
  • Experience: Minimum 8-10 years of progressive experience in customer experience, market research, service management, and data analytics.
  • Certifications: Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics are desirable.
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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