Deputy Director of Customer Experience

3 days ago

Singapore beBeeLeadership Full time

Job Opportunity: Deputy Director, Customer Insights

This strategic leadership role focuses on enhancing customer satisfaction and touchpoints across our organization.

Key Responsibilities:

  • Customer Insights & Analytics:
    • Develop and implement strategies to collect and analyze customer insights from various channels.
    • Translate customer data into actionable recommendations to address pain points across touchpoints.
    • Lead segmentation and other insight-related projects to drive business growth.
    • Present insights to internal stakeholders to support data-driven decision-making.
    • Utilize analytics, machine learning, and automation tools to enhance insight generation and visualization.
  • CX Strategy & Community of Practice:
    • Develop and implement CX strategy and roadmap aligned to citizen-centric outcomes.
    • Establish CX standards and governance for consistent service delivery.
    • Lead the CX Community of Practice to build capabilities and scale best practices.
    • Provide regular progress updates to senior stakeholders.
    • Drive change management efforts to embed new CX initiatives.
  • Service Design & Continuous Improvement:
    • Lead service design projects using human-centered design methodologies.
    • Use customer insights to redesign end-to-end customer journeys and improve overall experience.
    • Embed continuous improvement and feedback loops to optimize services and processes.
  • Team Leadership & Budget Management:
    • Lead and inspire cross-functional teams to achieve strategic objectives.
    • Develop team capabilities through coaching and learning opportunities.
    • Manage resources and oversee procurement and contract management to ensure compliance and performance.

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