Manager/ Senior Manager, Customer Insights

Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being.
To serve Singaporeans, HPB engages its customers via online and offline touchpoints such as outreach through the different settings including workplaces, schools, community, health screening / school health and dental services. HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, and conduct roadshows in support of specific programmes.
As we embark on a transformation journey to enhance our customer experience delivery across the various touchpoints, we are seeking an enthusiastic Customer Experience (CX) Manager/Senior Manager to drive our CX initiatives. He/She will help implement CX strategies, foster cross-departmental collaboration, and ensure alignment with organizational goals. Supporting Customer Experience Service Excellence (CXSE) operations, he/she will support continuous improvements to enhance customer experiences. Join us in shaping an exceptional customer journey and making a meaningful impact on satisfaction across our organization.

Responsibilities:

- Coordinate CX initiative development and implementation, resulting in successful execution of the CX strategy and improved customer satisfaction metrics
- Drive and monitor implementation plans with clear objectives, KPIs, and timelines, ensuring alignment of CX initiatives with business outcomes
- Provide project management coordination across the Customer Experience Service Excellence (CXSE) department, leading to efficient resource allocation and utilisation
- Prepare and present CX reports to stakeholders, facilitating accurate and timely CX reporting and effective communication of CX performance
- Monitor and evaluate CX metrics, supporting continuous improvement efforts
- Administer and update the CX Playbook, ensuring timely updates and easy access for stakeholders
- Monitor key measures to assess CX Strategy effectiveness, enabling data-driven decision-making
- Coordinate communications and engagement activities, enhancing CX principles adoption and fostering effective CX governance and collaboration
- Facilitate cross-functional collaboration and CX-related meetings, resulting in improved understanding of customer needs and preferences
- Develop and maintain CX communication channels, enhancing knowledge sharing across the organisation
- Coordinate Human-Centred Design (HCD) / User Experience User Interface (UXUI) sessions and manage research project documentation, leading to timely coordination of stakeholder sessions and accurate dissemination of insights
- Organise research and insights sharing sessions, improving understanding of customer needs across teams
- Monitor and manage department budget and utilisation rate, ensuring efficient use of the budget and financial accountability
- Oversee procurement processes and contract compliance, maximising value for the organisation through good management of budget and contracts

**Requirements**:

- Bachelor's in Business Administration, Service Management, or a related field.
- Certifications in project management will be desirable.
- Minimum of 3-5 years of progressive experience in customer experience, marketing, project management, and or related field.
- Experience in project management and collaborating with cross-functional teams.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Experience in implementing service process improvements and knowledge of survey management systems and customer data management will be an added advantage.

Skills Requirements:

- Project Management: Strong project management skills to oversee multiple initiatives simultaneously and deliver results within timelines.
- Stakeholder Management: Ability to build and maintain strong relationships with internal and external stakeholders.
- Communication: Excellent verbal and written communication skills to articulate complex ideas clearly and concisely.
- Team player: Ability to collaborate with cross-functional teams.
- Problem-solving: Ability to identify and resolve issues efficiently.
- Results-oriented: Focus on achieving measurable outcomes and driving business impact.