Senior Manager/Head, Customer Experience

COMPANY DESCRIPTION

The National Volunteer & Philanthropy Centre (NVPC) is the steward of the City of Good vision for Singapore, where individuals, organisations, and leaders come together to give their best for others. Through our brands, programmes, and initiatives, we facilitate partnerships with non-profits, organisations, public sector bodies, and individuals to enliven the giving ecosystem within Singapore. We invite you to join us in building a #CityofGood together.

DESIGNATION : Senior Manager/Head, Customer Experience

RESPONSIBILITIES

The Senior Manager / Head, Customer Experience shall drive the vision and execution of an integrated customer support model that supports NVPC's omnichannel services such as digital platforms, emails, CRM, to foster stronger service culture towards a more positive user experience. A key part of this role includes transforming the existing customer service function to deliver more human-centred, empathetic experiences by ensuring all users can easily access, navigate and get timely support on NVPC's digital platforms, enhancing the trust and accessibility for the digital platforms.

Key Responsibilities

Service Culture and Customer Engagement Framework

• Develop and implement a service culture framework that embodies NVPC's values.
• Create standards, principles, and engagement strategies to provide empathetic and effective service to all customers—corporate partners, individuals, and communities.
• Collaborate with internal teams to build service excellence capabilities, conduct regular training, and embed a customer-centric mindset into NVPC's operations.

Service Channels and Platforms

• Oversee the creation, improvement, and maintenance of service delivery channels, including internal CRM systems and online platforms like , Company of Good United Web Portal (COG UWP).
• Identify and implement technology and service enhancements to ensure stakeholders have a seamless, efficient, and secure experience when interacting with NVPC's services.
• Establish metrics to monitor the performance and impact of these channels on user satisfaction and engagement.
• Support the Product Team in conceptualisation, development, and continuous improvement of NVPC's service website and digital interfaces.
• Develop a knowledge base strategy that supports self-help and quicker resolution of queries for all users.

Customer Journey Mapping and Experience Design

• Map and analyse the end-to-end customer journeys, the conceptualisation of various services to identify insights, pain points, and opportunities for improvement.
• Co-create improved service pathways with internal teams and stakeholders that are outcome-driven (ultimately meeting NPVC's goals), efficient, and closely aligned with users' motivations.
  Synthesise feedback, enquiries statistics and behavioural data into actionable recommendations for product, service, and process enhancements

QUALIFICATIONS

• Bachelor's degree in Business, Marketing, Communications, or a related field
• 8+ years of relevant experience in customer experience, service design, or customer engagement roles
• Proven track record in developing and implementing customer-centric strategies across multiple touchpoints
• Hands-on experience managing digital service platforms, CRM systems, and knowledge bases
• Skilled in customer journey mapping, service blueprinting, and experience design methodologies
• Analytical and data-driven, with the ability to translate feedback and behavioural insights into actionable improvements
• Excellent interpersonal and stakeholder engagement skills; experience working cross-functionally with diverse teams
• Familiarity with the non-profit, social impact, or public service sector is an advantage