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Analyst/ Senior Analyst/ Lead Analyst

3 weeks ago

Singapore Public Service Division Full time

Analyst / Senior Analyst / Lead Analyst (ServiceSG Insights Practice, ServiceSG)Join to apply for the Analyst / Senior Analyst / Lead Analyst (ServiceSG Insights Practice), ServiceSG role at Public Service Division (Singapore). What The Role Is Ever tried to get a government service done and felt like it wasn't built for certain demographic profiles? We feel you. That's exactly what we're working on. The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi‐faced, impacting the way the Public Service operates and organizes itself. To prepare the Public Service for these changes, we are on the journey towards Public Sector Transformation. We seek to continually transform the Public Service to better serve Singaporeans by championing innovation, transforming citizen and business service delivery, building a future workplace, and supporting transformation efforts in the Ministries and Statutory Boards. At ServiceSG, we want citizens to easily and seamlessly interact with government services, with the experience of "Knowing you as one, Serving you as one, and with Heart". Key Responsibilities You will help us to connect the dots between citizen behaviour and service performance. You will be part of the ServiceSG Insights Practice team in ServiceSG. You will play an important role in harnessing ServiceSG's and other government agencies' datasets to generate actionable insights to inform policy, operations, and process improvements. Your work will support data‐driven service transformation and excellence across ServiceSG and the service delivery sector in Government. What You Will Be Working On Analyse citizen journeys across platforms (web/mobile app, service centre, contact centre) to identify drop‐offs, delays, redundancies, or any other pain points – map how citizens move between app, website, hotline, and service centres. Use statistical techniques, content tagging, text analytics, and data visualisation tools to segment citizen groups and assess channel preferences and pain points, and uncover trends and gaps to inform interventions to improve service delivery by ServiceSG and government agencies. Build omni‐channel dashboards that don't just look good, but make sense – design, implement and continuously refine our interactive Tableau dashboards, leading omni‐channel funnel tracking that stitches together citizen touchpoints across ServiceSG and government agency channels, cross‐ and up‐sell analytics to inform bundling of services and personalisation of government services, while maintaining good hygiene data management practices. Collaborate with cross‐functional teams to support campaigns and service improvements – work closely with ServiceSG's business units and government agencies to identify areas where better data collection and analysis can deepen our CX insights. Analyse the effectiveness of ServiceSG and agency transformation campaigns, using digital analytics tools such as Google Analytics and WOGAA, service journey analytics, digital nudges, feature and web experiments to determine the citizens' behavioural preferences for specific services. This may entail synthesising findings from various data sources, preparing research and analytics reports, and presenting insights to senior management and other stakeholders. What We Are Looking For We are looking for motivated individuals who can work autonomously in an iterative and fast‐paced environment. You should be comfortable with ambiguity, be action‐focused, and comfortable exploring new ideas and turning them into desired outcomes. Key Competencies Required Data Analytics and Visualisation – Ability to work hands‐on large, cross‐channel datasets to derive meaningful insights into the customer's experience and improve service strategies and operations. Set up appropriate parameters to test specific hypotheses and validate findings across multiple datasets. Have created dashboards that non‐technical co‐workers use, using Tableau or similar tools. Unified Service Channel Monitoring – Strong understanding of omni‐channel service design principles, ability to stitch together a customer service journey, attribute appropriate channels to the success of the job to be done, and understand behavioural triggers behind channel switching for different stakeholder profiles. Technically apply tracking and merging user data from web, mobile apps, service centres, and call logs to generate a unified view of their experience. Working Effectively with Stakeholders – Collaborate with business units to translate business queries into actionable inquiries, execute research and analytics, and jointly refine insights and recommendations. Comfortable presenting to senior stakeholders to spur action. Thinking Clearly and Making Sound Judgement – Strong analytical mindset with ability to synthesise multiple datasets, propose targeted and relevant insights and interventions. Critically evaluate the accuracy and relevance of data sources, and maintain a balanced view when analysing and recommending solutions. Creative Thinking and Problem Solving – Apply innovative approaches to data analysis, identifying novel ways to leverage and visualise existing and new data to improve CX outcomes. Skilled in contextualising analytical findings to address business problems and inform service design. Seniority Level Associate Employment Type Full‐time Job Function Other Industries Government Administration #J-18808-Ljbffr