Lta-cxo] Manager/deputy Manager, Customer Insights

5 hours ago

Singapore LTA Land Transport Authority Full time

[What the role is]

MANAGER / DEPUTY MANAGER, CUSTOMER INSIGHTS

[What you will be working on]

Are you passionate about delivering exceptional customer experience through customer insights? The Customer Experience Office is expanding, and we are looking for enthusiastic and skilled individuals to join our dynamic team. You will play a vital role in facilitating data-driven decision making and shaping LTA’s customer experience strategy. You will work closely with senior leaders and teams to design, implement, and elevate customer experience in our products, services and infrastructure.
Develop roadmaps and implement CX initiatives which include, but not limited to the following responsibilities:
Data analytics & customer insights
- Develop and implement customer sensing/data gathering tools and methods
- Deliver customer analysis across LTA to support business decision making, strategy development and tactical customer experience delivery
- Sense make customer satisfaction/experience surveys/feedback reports (for internal/external customers & partners) to derive insights
- Identify opportunities to improve customer experience across various touchpoints

Monitoring & reporting of targets
- Monitor customer satisfaction levels and KPI achievements through analysis and sense making
- Develop CX metrics and dashboards for reporting to senior management on progress and impact of CX initiatives within LTA and Public Transport network
- Garner leadership support through regular communication and updates of project milestones at various platforms

Change management & stakeholder engagement
- Function as internal consultant and process facilitator to guide business units to identify research topics, manage and conduct user research (e.g. focus groups, face to face interviews) to secure insights and buy-in on customer experience
- Identify synergies in customer journeys across divisions and opportunities for integration and facilitate cross-functional collaboration to create seamless service experience
- Manage and monitor project progress and deliverables so as to ensure project delivery is aligned with CX goals and organisational objectives
- Support the delivery of the learning and engagement programmes to equip a community of appointed management-level Customer Experience Advocates with the skillsets and mindset necessary to advocate customer-centricity

[What we are looking for]
- Knowledge in Sociology, Psychology, Mathematics, Design or relevant field of study
- Demonstrate strong customer-centric outlook with at least 3 years’ experience in projects or consultancy work in/with the Public Service, preferably in the area of customer experience and service design. Must be able to organise data into clear experience design blueprints and communicate ideas and designs to diverse groups of stakeholders
- Detailed oriented, with strong analytical and critical thinking skills
- Team player who is comfortable in navigating ambiguity and diverse opinions
- Strong communication (written and verbal) and interpersonal skills to engage both internal and external stakeholders

  • Lta-cxo] Manager

    5 hours ago

    Singapore LTA Land Transport Authority Full time

    [What the role is] MANAGER / DEPUTY MANAGER, SERVICE EXPERIENCE DESIGN [What you will be working on] Are you passionate about delivering exceptional customer experience? The Customer Experience Office is expanding, and we are looking for enthusiastic and skilled service experience designers to join our dynamic team. As a service experience designer, you...

  • [lta-cxo] Assistant Manager, Service Experience

    1 week ago

    Singapore LTA Land Transport Authority Full time

    [What the role is] ASSISTANT MANAGER, SERVICE EXPERIENCE DESIGN (1-YEAR CONTRACT) [What you will be working on] You will be placed in this team that focuses on organisational culture and capability building in customer centricity to address service gaps. This team supports the senior management in developing roadmap and implementing initiatives guided by...

  • [lta-cxo] Assistant Manager, Service Experience

    7 days ago

    Singapore LTA Land Transport Authority Full time

    [ What the role is ] ASSISTANT MANAGER, SERVICE EXPERIENCE DESIGN (1-YEAR TEMPORARY CONTRACT) [What you will be working on] You will be placed in this team that focuses on organisational culture and capability building in customer centricity to address service gaps. This team supports the senior management in developing roadmap and implementing...

  • [lta-sgra] Manager/ Deputy Manager, Learning

    2 days ago

    Singapore LTA Land Transport Authority Full time

    [What the role is] MANAGER/ DEPUTY MANAGER, LEARNING DEVELOPMENT, SINGAPORE RAIL ACADEMY (SGRA) [What you will be working on] The Manager/Deputy Manager, Learning Development role is part of the Programmes and Schemes team within SGRA established to strengthen and deepen railway engineering competencies for the local rail sector. You will play a key role...

  • Lta - Fin] Manager/deputy Manager, Financial Planning

    1 week ago

    Singapore LTA Land Transport Authority Full time

    **[What the role is]** Manager/Deputy Manager, Financial Planning **[What you will be working on]** You will be part of the team in charge of LTA’s financial planning and financial resource management/governance. You will be involved in a broad spectrum of financial planning functions, comprising key functions as follows: - Planning and running the...

  • [lta-lo] Deputy/assistant Manager, Records

    5 days ago

    Singapore LTA Land Transport Authority Full time

    [What the role is] DEPUTY/ASSISTANT MANAGER, RECORDS MANAGEMENT [What you will be working on] The LTA’s Knowledge Management (KM) Division embraces the power of change and drives LTA toward a knowledge and dhigital-ready organisation. As part of the Records Management (RM) section in the KM Division, you will be working in a flexible and result-oriented...

  • Lta-ide] Deputy/ Assistant Manager, Digital

    2 weeks ago

    Singapore LTA Land Transport Authority Full time

    **[What the role is]** DEPUTY / ASSISTANT MANAGER, DIGITAL **[What you will be working on]** As part of the Infrastructure Information Development & Digitalisation Division that drives LTA’s strategic initiative toward a digital organisation via digitalization of all infrastructure development projects. This division develop strategies and programmes to...

  • [lta-hr] Manager/deputy Manager, Workforce Planning

    7 days ago

    Singapore LTA Land Transport Authority Full time

    [What the role is] MANAGER/DEPUTY MANAGER, WORKFORCE PLANNING [What you will be working on] The Human Resource (HR) Group supports LTA’s purpose of delivering a people-centric land transport system, and delivers future-ready solutions based on organizational needs. Workforce planning is a big part of strategic HR. - and long-term, and map them to the...

  • [lta-qsc2] Manager/deputy Manager, School

    5 days ago

    Singapore LTA Land Transport Authority Full time

    [What the role is] MANAGER/DEPUTY MANAGER, SCHOOL & COMMUNITY OUTREACH [What you will be working on] Do you have a passion for igniting young minds and inspiring the next generation to adopt more sustainable commuting habits? Are you a strategic thinker with a knack for crafting engaging programmes? We are searching for a dynamic and results-oriented...

  • [lta-hr] Deputy

    3 days ago

    Singapore LTA Land Transport Authority Full time

    [What the role is] DEPUTY / ASSISTANT MANAGER, HUMAN RESOURCE (WORKFORCE PLANNING) [What you will be working on] The Human Resource (HR) Group supports LTA’s purpose of delivering a people-centric land transport system and delivers future-ready solutions based on organizational needs. We are looking for a dynamic individual who is able to think...