Manager, Service Experience

1 week ago

East Region, Singapore CERTIS GROUP - GHR Full time $104,000 - $130,878 per year

Duties & Responsibilities

  • Map, analyse, and enhance end-to-end customer and stakeholder journeys across all touchpoints to ensure a seamless and consistent service experience. This includes leveraging design thinking methodologies to ensure a human-centric approach in all initiatives.
  • Establish robust customer service standards, guidelines, and processes in collaboration with business units and partners. Frameworks should be consistent in parameters while flexible enough to allow tailored customisation for each unique service journey.
  • Partner with internal teams and external stakeholders to align service delivery strategies with organisational goals.
  • Design, own, and facilitate engaging training sessions to build the capabilities of front-line staff, supervisors, and managers in delivering exceptional service.
  • Track service KPIs, analyse feedback, and implement improvements to elevate the overall service experience. This includes, but is not limited to, organisational service metrics, training evaluations, and other relevant data points.
  • Serve as a role model and change champion, motivating teams to embrace customer-centric behaviours and standards, while introducing innovative, world-class practices into the organisation.

Skills & Experience

  • Minimum 5 years' experience in customer service, service design, or training / facilitation.
  • Proven ability to map, design, and optimise customer journeys, preferably with experience in applying design thinking principles.
  • Strong capability in designing, delivering, and evaluating impactful training programs for diverse audiences.
  • Demonstrated success in working cross-functionally with multiple business units and external partners to achieve shared outcomes.
  • Ability to inspire teams, drive a culture of service excellence, and introduce innovative, world-class practices to enhance service delivery.
  • Strong ability to plan, execute, and manage multiple service improvement projects simultaneously, ensuring timely delivery, quality outcomes, and alignment with organisational priorities.
  • Having a WSQ Advanced Certificate in Learning and Performance (ACLP) is a plus.
  • Bachelor's degree in Business, Hospitality, Customer Experience, Training, or a related field.

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