Manager/assistant Manager, Customer Experience, Scale

3 days ago

Singapore School of Continuing And Lifelong Education Full time

**Posting Start Date**:20/01/2025

The School of Continuing and Lifelong Education (SCALE) was established to drive the expansion of NUS’ lifelong learning offerings in a concerted and strategic way that furthers our mission to be a leading global university, as well as fulfil our role as a public university of Singapore, shaping the future.

Through SCALE, working adults (i.e. professionals, Senior Executives and executives) who aspire to stay relevant and ahead of competition, companies looking to up-skill/re-skill their workforce, and even youths exploring quality tertiary education options, have access to NUS’ suite of innovative, world-class continuing and lifelong education offerings.

Drawing on unparalleled access to the multi-disciplinary expertise of 16 other NUS Faculties/Schools, SCALE offers youth, executive and professional development/education programmes, part-time and full-time degree programmes, as well as modular courses that may be taken singly or stacked towards certificates/diplomas/degrees that meet the lifelong learning needs of individuals. All programmes are designed and developed in consultation with the industry to ensure relevance and currency.

**About the Role**

Reporting to the Senior Associate Director (LET), the incumbent shall play an important role in ensuring a positive and rewarding user experience for our customers, both online and in-person.

The incumbent will be emplaced at an appropriate appointment grade based on his/her individual merits.

**Key Duties & Responsibilities**:

- **Collect and analyse customer feedback**: Gather data from focus group discussions, stakeholder interviews, surveys, reviews, and support tickets to understand user needs, preferences, and pain points. Analyse data to inform design decisions.
- **Monitor customer experience metrics**: Track key performance indicators such as NPS, CSAT, and churn rate to measure customer satisfaction.
- ** Collaborate with cross-functional teams**: Work with product, marketing, and support teams to implement solutions based on customer insights. Be the internal advocate for our users and learners.
- **Conduct usability testing**:Test new features and updates to ensure they meet customer needs and expectations.
- **Provide actionable insights**: Present findings and recommendations to stakeholders to drive product and service improvements.

**Requirements**:
**Academic & Professional Certification**
- At least a good bachelor’s degree in any discipline from a reputable university
- Strong English language proficiency

**Experience & Attributes**:

- At least 3+ years of experience in customer experience, or a related field.
- Customer-centric mindset.
- Strong data analysis and visualisation skills, and problem-solving skills.
- Proficiency in customer journey mapping, survey, and interview design.
- Strong communication, collaboration, and presentation skills. Ability to present data and subsequent design recommendations effectively.
- Strong team player, able to work collaboratively with internal and external stakeholders to achieve desired outcomes

**More Information**

Location: Kent Ridge Campus

Organization: School of Continuing And Lifelong Education

Department : Lifelong Education & Training

Employee Referral Eligible:
Job requisition ID : 27577

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