Deputy Director

Job Type: Permanent

Working Hours: Monday to Friday, 42 hours/week

1) Lead and Drive Customer Insights

• Design and implement strategies for gathering, analysing, and interpreting customer insights from diverse channels (e.g., surveys, feedback tools, customer interactions).
• Conduct in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for improvement.
• Translate insights into actionable recommendations that address pain points and experience gaps across key touchpoints.

2) CX Strategy and Community of Practice (CoP)

• Develop and implement a comprehensive CX strategy and roadmap with clear objectives, engagement strategies, and initiatives to drive citizen-centricity and system-wide adoption.
• Establish CX standards and governance processes to ensure consistent and high-quality experiences across all service areas.
• Lead the CX Community of Practice, fostering collaboration across divisions, scaling best practices, and building CX capabilities.
• Provide regular updates at senior CX forums to support data-driven decision-making and strategic prioritisation.
• Drive organisation-wide change management strategies to enable adoption of CX initiatives, addressing barriers and fostering a culture of adaptability and continuous learning.

3) Service Design and Continuous Improvement

• Lead cross-functional teams in designing and implementing service improvements using Human-Centred Design (HCD) methodologies—from insight gathering and journey mapping to prototyping and delivery.
• Drive continuous improvement initiatives with iterative feedback loops to optimise service delivery and meet emerging needs.
• Reimagine end-to-end service journeys using customer insights and behavioural data, ensuring services are intuitive, inclusive, and aligned to citizen needs.

4) Leadership, People Development, and Budget Management

• Lead and inspire CX, insights, and service design teams, fostering collaboration, innovation, and accountability.
• Build team capabilities through coaching, mentoring, and structured learning opportunities aligned with organisational CX maturity goals.
• Manage budgets across CX and service transformation portfolios, ensuring effective allocation of resources.
• Oversee procurement and contract management processes to ensure compliance, delivery of outcomes, and optimisation of vendor relationships.

• Bachelor's degree in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Relevant certifications in CX Management, Service Design, Agile, BPR, Six Sigma, Lean, or data analytics (e.g., SAS, SPSS, Python) preferred.
• 10–12 years of progressive experience in customer experience, market research, service management, or data analytics.
• Proven track record in developing and implementing CX strategies.
• Demonstrated experience in leading and managing teams.
• Strong analytical and problem-solving skills, with proficiency in data analysis, statistical tools, and key driver analysis.
• Experience in survey design, customer research, survey management systems, and data warehousing.
• Knowledge of process improvement methodologies (BPR, Six Sigma, Lean) and service blueprinting.
• Proficiency in data visualisation (Power BI, Tableau) and process mapping tools (Visio).

• Strategic Thinking: Ability to define and execute a long-term vision for CX.
• Leadership: Proven ability to inspire and guide cross-functional teams.
• Communication: Skilled at presenting complex ideas to both technical and non-technical audiences.
• Analytical Mindset: Strong in problem-solving, data interpretation, and deriving actionable insights.
• Customer-Centricity: Passionate about delivering exceptional citizen experiences.
• Results Orientation: Focused on measurable outcomes and business impact.
• Change Management: Experienced in driving organisational change and overcoming resistance.
• Collaboration & Influence: Strong interpersonal and stakeholder management skills