[lta-cxo] Manager, Service Experience Design

[What the role is]

MANAGER, SERVICE EXPERIENCE DESIGN (1 YEAR TEMPORARY CONTRACT)

[What you will be working on]

You will be placed in this team that focuses on organisational culture and capability building in customer centricity to address service gaps. This team supports the senior management in developing roadmap and implementing initiatives guided by LTA’s Customer Experience (CX) Delivery Framework to mainstream customer centricity in LTA. The strategy of this framework includes serving both internal and external customers of LTA and is supported by various levers and enablers. You will be responsible for the deliverables under the respective components of the framework, with focus on culture building, capability and capacity development and internal consultancy to business units.

Develop roadmap and implement initiatives based on LTA’s CX delivery framework which include the following, but not limited to:

- Design, curate, conduct training programmes and develop training materials to enable Customer Experience Advocates (CXAs), Service Champions (SCs) and project teams supported by CXO gain proficiency in CX tools and skills in order to drive customer centricity in their respective fields
- Take on the role of internal consultant and process facilitator to advise and guide business units on customer experience delivery design in their BAU processes and projects
- Identify synergies in customer journeys across divisions and opportunities for integration and facilitate cross-functional collaboration to create seamless service experience
- Manage and engage a network of Customer Experience Advocates (CXAs) comprising management level staff in each group to mainstream customer centricity in LTA and promote peer learning
- Drive and manage agenda for key platforms such as Customer Experience Management Meeting (CXMM) and LTA-Public Transport Operators (PTOs) CX Forum
- Garner leadership support through regular communication and updates of programmes and project milestones at various platforms
- Promote CX branding and leverage on various communication vehicles to promote the value of CX within LTA and to shape positive customer perceptions
- Monitor customer satisfaction levels and KPI achievements through analysis and sense making of customer satisfaction/experience surveys/feedback reports (for internal/external customers & partners) and identify opportunities for improvement
- Involve in the development of dashboards to monitor progress and impact of CX initiatives within LTA and Public Transport network
- Develop CX goals and targets as part of Corporate KPIs and staff performance mechanism

[What we are looking for]
- Tertiary qualifications in relevant discipline
- At least 3 years’ experience in managing, planning and implementing projects, preferably in the area of customer experience and service design
- At least 2 years’ experience in consultancy work, preferably in Public Service, in the area of customer experience, service design, innovation and organisation development
- Have experience participating in direction setting and strategic planning, preferably in customer experience and service design
- Have experience conducting training programmes (physical and virtual), preferably in the area of customer experience, service excellence, innovation
- Demonstrate a strong focus on customer centric outlook
- Understanding of business process performance measurements and standards
- Able to organise data into clear experience design blueprints and communicate ideas and designs to diverse groups of stakeholders
- Detailed oriented, with strong analytical and critical thinking skills
- Team player who is comfortable in navigating ambiguity
- Strong communication (written and verbal) and interpersonal skills to engage both internal and external stakeholders
- Knowledge of analytical software and tools will be considered more favourably