Senior Executive

2 weeks ago

Singapore MHA - Immigration & Checkpoints Authority (ICA) Full time

**What the role is**
- Senior Executive, Customer Experience reports into the Customer Experience Branch under the Corporate Communications and Service Division. Customer Experience Branch designs and develops key customer journeys of ICA products so that the overall ICA’s service delivery experience is aligned to our strategy. The Customer Experience Branch works closely with internal stakeholders to identify and design customer journeys that could add value to our customers. The Branch collaborates with work units to ensure that customer touch points are designed through customer journey mappings, prototyping, or co-creating with customers. As the owner of the ICA corporate website and the chatbot, the Branch manages the online experience through the vendors and web analytics. We also work with product owners in ensuring clarity in our website content

**What you will be working on**

**What we are looking for**
- The job holder should be able to demonstrate he/she possess hands-on experience in the area of UX and UI design and deployment. It will be a good-to-have if the incumbent has prior experience in the area of customer service or service delivery. - The job holder needs to possess good interpersonal and organisational skills to liaise with respective work units, other government agencies and vendors on cross-unit/agency issues. He/she must be a team player with strong collaborative skills. - The job holder needs to be adaptive in a fast-paced work environment. He/she needs to be a resourceful worker, who can work on tasks independently. - The job holder needs to keep updated in technology and user experience techniques to keep abreast with new developments for digital service delivery and feedback channels. - The job holder should have 3 to 5 years of combined work experience in UX/UI field, service delivery or customer service.

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