Assistant Director, Customer Experience

HPB is embarking on a journey to enhance our customer experience delivery across the various touchpoints. We are looking to hire an enthusiastic officer who will assist the Senior Deputy Director in implementing the HPB roadmap towards a more consistent and positive customer experience. If you are a passionate believer in CX, we welcome you to join our CX team in this exciting journey

Health Promotion Board (HPB) aims to empower Singaporeans to embrace healthy living, every day. We engage our customers via various 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, onsite customer care counters for specific programmes, and conduct physical and virtual events and roadshows. We value the interactions with our customers at every touchpoint and believe that a positive customer experience (CX) is what builds customer trust and loyalty, which help to make healthy lifestyle practices more sustained and pervasive over time.

HPB is embarking on a journey to enhance our customer experience delivery across the various touchpoints. We are looking to hire an enthusiastic officer who will assist the Senior Deputy Director in implementing the HPB roadmap towards a more consistent and positive customer experience. If you are a passionate believer in CX, we welcome you to join our CX team in this exciting journey

**Responsibilities**
- Guide and support internal teams on the design of end-to-end seamless customer journey (offline and online) across all platforms and touchpoints;
- Support divisional teams in implementing customer experience strategies for holistic customer engagement and personalisation;
- Understand the customer needs and key drivers to improve omni-channel experience;
- Partner and guide various teams across the organisation to reframe roles and processes for improved customer experience;
- Lead CX team in upkeeping and enforcing service principles across the organisation, guided by close monitoring of customer-centred metrics for various HPB programmes and including those rolled out under Healthier SG;
- Act as the voice of customer for Healthier SG enrollees, provide analytics and actionable insights to guide strategic and operational decisions in delivery;
- Develop processes to capture, track and report on effectiveness;
- Provide recommended actions that prioritise the needs of customers, as well as identify corrective efforts required to close any pain points.

**Requirements
**Qualifications and Experience:

- Relevant qualifications in Business Design or in a related field;
- Minimum 8 years of proven track record in leading Customer Experience projects and related work;
- Certification in Design Thinking and ability to facilitate workshops for CX improvement projects;
- Proven functional experience across customer journey mapping and profiling;
- Experience in managing service design projects would be highly advantageous.

Skills Requirements:

- Strategic thinking ability, as well as analytical and problem solving skills;
- Possess a data-driven mindset with an aptitude for technology;
- Excellent interpersonal, networking and influencing skills;
- Excellent communications (spoken and written) and presentation skills;
- Strong organisational, project management and multi-tasking abilities;
- Strong team orientation and skilled in working within a fast-paced, cross-functional matrix environment.