Mgr / Deputy Mgr, Customer Insights & Audit Services
5 hours ago
[What the role is]
You will join the Customer Communications and Service Culture (CCSC) Division and be part of the team to drive initiatives to improve our service delivery to the public. The Division is incharge of monitoring LTA service performance and also oversee initiatives to improve the service culture. The division had also recently taken over the Pro-Enterprise Orientation workstream to improve our rules and service delivery to businesses and to streamline our regulatory requirements.[What you will be working on]
The workscope will include:
a) Leading and overseeing various customer touchpoint surveys and customer mystery audits. These includes analysing and reporting the audit and customer satisfaction results to management, as well as developing audit scenarios.
(b) Working on large data sets and across different sectors under LTA's purview.
(c) Engagement with internal stakeholders to communicate the results and improve.
(d) Officers will also liaise with internal stakeholders to facilitate training.
(e) Depending on seniority, the officer may be required to supervise a team of officers supporting the surveys and data analysis.
(f) Support LTA's pro-enterprise orientation and liaise with external agencies such as MTI, ESG-PEO etc to raise LTA pro business service standards and improve our rules and regulations so that it is seamless to customers.
(g) These includes tracking service data KPI, reporting to PEO and tracking compliance, monitoring licensing period application and KPI timeline, preparing updates to senior management and collaboration with LTA divisions to share results, identify gaps and areas of improvement.
[What we are looking for]
- Background in Maths, Science, Economics, Statistics, Computer Engineering.
- Experience in service delivery, customer insights, customer experience in public service preferred.
- Ability to present, write and communicate well
- Seniority will commensurate with experience.
As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.
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