Assistant Director, Customer Experience

**What the role is**
- HPB is embarking on a journey to enhance our customer experience delivery across the various touchpoints. We are looking to hire an experienced Assistant Director, who will assist the Senior Deputy Director in driving the HPB roadmap towards a consistent and positive customer experience. If you are a passionate CX practitioner with a proven track record in managing CX initiatives, we welcome you to join our CX team in this exciting journey

Health Promotion Board (HPB) aims to empower Singaporeans to embrace healthy living, every day. To serve Singaporeans, HPB engages its customers via various touchpoints such as outreach through the different settings including workplaces, schools, community, health screening / school health and dental services. HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, onsite customer care counters for specific programmes, and conduct physical and virtual events and roadshows. We value the interactions with our customers at every touchpoint, and believe that a positive customer experience is what builds customer trust and loyalty, which help to make healthy lifestyle practices more sustained and pervasive over time.

**Responsibilities**
- Distil learnings from the various insights reports and prototyping projects for the development of CX strategy, vision, framework and service principles
- Work with internal stakeholders to establish the CX measurement framework and metrics
- Collaborate with HROD to plan and establish proper CX foundational training plans and integrate CX values within employee engagement programmes
- Work with consultant and HROD on the development of training curriculum for the different training requirements for the varied groups of staff, leaders and vendors
- Partner internal stakeholders in the planning of training and engagement sessions for vendors
- Plan and lead regular meetings with the nominated group of CX Champions and provide consultation to these Champions in CX implementation
- Monitor and enforce service principles across the organisation, informed by close review of customer-centred metrics and performance
- Represent the voice of customer, provide analytics and actionable insights to guide strategic and operational decisions in delivery
- Provide guidance to internal stakeholders to ensure that gaps in the customer experience are addressed
- Provide regular updates to management on the performance of key customer experience metrics and trending, with recommendations for closing identified gaps
- Work with CIOO on longer term solutions for automation of data collation for monitoring of CX metrics
- Be on top of trends and market practices in enhancing the delivery of CX and identify opportunities for continuous improvements
- Contribute to the development of a customer centric culture in HPB

**Requirements**:
Qualifications and Experience:

- Relevant qualifications in Marketing, Business Administration or in a related field;
- Minimum 8 years of proven track record in leading Customer Experience projects and related work;
- Breadth of strategic and functional experience across customer journey mapping and profiling;
- Experience in managing operational and customer service teams would be an advantage.

Skills Requirements:

- Strategic thinking ability, as well as analytical and problem solving skills;
- Possess a data-driven mindset and has an aptitude for technology;
- Excellent interpersonal, networking and influencing skills;
- Excellent communications (spoken and written) and presentation skills;
- Strong organisational, project management and multi-tasking abilities;
- Strong collaboration, team orientation and skilled in working within a cross-functional matrix environment;
- Proficiency in leading groups in Design thinking methodology and service journey mapping would be an added advantage.

**What you will be working on**

**What we are looking for