[lta-cxo] Assistant Manager, Service Experience

[ What the role is ]

ASSISTANT 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 and develop training materials as well as conduct design thinking/customer experience-related training programmes to enable staff at different levels to gain proficiency in CX tools and skills to drive customer-centricity in their respective areas of work. Programmes may be targeted at Customer Experience Advocates (CXAs), Service Champions (SCs), project teams, middle managers or newcomers to LTA.
- Take on the role of internal consultant and process facilitator to advise and guide business units on customer experience delivery design in their current 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
- Plan and coordinate end-to-end process for LTA-level CX Awards from calling of entries, shortlisting, organising of judging session to management and publicity of award winners
- 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

[What we are looking for]
- Tertiary qualifications in relevant discipline
- At least 2 years’ experience in managing, planning and implementing projects, preferably in the area of customer experience and service design
- At least 1 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 facilitating and conducting training programmes (physical and virtual), preferably in the area of design thinking, customer experience, service excellence, innovation. Ability to develop metrics to measure effectiveness and impact of training will be an advantage.
- Demonstrate a strong focus on customer-centric outlook
- 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