Senior/Lead Executive

3 days ago

Singapore Nanyang Polytechnic Full time

Senior/Lead Executive – Centre for Service Excellence Join Nanyang Polytechnic as a Senior/Lead Executive in the Centre for Service Excellence. Your role will focus on designing and improving service experiences for learners, potential enrollers, industry partners, and the public, ensuring optimum experience across all stakeholder touchpoints. What the role is As a Senior/Lead Executive, you will map customer journeys, identify pain points, prototype new service designs, and standardise processes across NYP. You will balance strategic planning with operational efficiency, demonstrating strong organisational, analytical, and communication skills to uphold NYP’s service standards and foster positive stakeholder relationships. What you will be working on Assist in mapping customer journeys across various service touchpoints and maintain the master copy of the journey map for knowledge management. Identify pain points or inefficiencies in the current service workflow and suggest improvements to streamline the customer experience. Contribute insights from case management and customer interactions into service design workshops, ensuring customer needs are reflected in new services. Co‑lead and collaborate with team members to standardise service processes and protocols for consistent delivery across multiple channels. Co‑lead regular audits of service touchpoints to ensure interactions meet the institution's service excellence standards, providing feedback for improvement. Design and implement customer feedback surveys to gather, analyse, and act on customer opinions for service enhancement. Track key service delivery metrics and conduct basic analysis of service‑related data using Excel or Power BI to highlight bottlenecks or areas requiring intervention. Manage day‑to‑day service operations between physical and digital touchpoints (e.g., service centre, contact centre, live chat) and handle complaints and feedback in accordance with SOPs and service standards. Identify patterns in customer inquiries and service performance to support data‑driven decision‑making in suggesting improvements, process optimisations, or resource allocation adjustments. What we are looking for Relevant qualifications, preferably in UX Design, Service Design or a related field. 3–5 years of experience, preferably in a customer‑facing industry and service. Experience in handling complex customer inquiries and case management independently. Experience in data analytics and creating reports using tools such as Excel or Power BI. Strong interpersonal skills with the ability to influence peers and drive service improvements. Experience in service design or process improvement projects is an advantage. Strong communication (written and verbal) and interpersonal skills, with the ability to interact effectively with internal and external stakeholders. Detail‑oriented with excellent organisational skills and a commitment to continuous improvement and meeting deadlines. Ability to collaborate effectively in a team environment and contribute to service innovation projects. Seniority level : Mid‑Senior Employment type : Full time Job function : Other – Higher Education #J-18808-Ljbffr

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