Manager/Senior Manager, Customer Experience
2 weeks ago
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 (CX) is what builds customer trust and loyalty, which help to make healthy lifestyle practices more sustained and pervasive over time.
Responsibilities
The responsibilities of the successful candidate will include the following areas:
CX Initiatives
Liaise with relevant stakeholders on a series of CX improvement initiatives and subsequent deployments across HPB’s touchpoints. Develop processes for CX implementation e.g. metrics reporting, service principles implementation Assist with the development and implementation of new and/or improved service delivery channels/ initiatives Assist in distilling learnings from the various insights reports and prototyping projects for the development of CX strategy, vision, framework and service principles Assist to track performance trends and monitor effectiveness of various CX-related interventions, monitor service level standards and to highlight areas that require resolutions (both in the short-term and long-term) Assist in tracking the implementation of the CX roadmap and propose areas that may require revisionsCX Training/ Recognition
Work with internal stakeholders on the planning of the different types of CX training/ learning for various groups of HPB staff, leaders and vendors Assist in the curriculum development of the different types of training programmes for HPB’s staff, vendors and partners Perform periodic reviews of the training contents for the various types of training and assist to recommend revisions wherever necessary Monitor and identify best practices for internal learnings on CX and plan learning sessions to cross-share best practices Assist in establishing and monitoring of rewards and recognition programmes for CX efforts and achievementsCX Data-Driven Initiatives
Work with IT Team on the integration of CX-related data sources and development of the dashboards for CX metrics monitoring by management and staff Coordinate and consolidate reports of customer experience across various HPB touchpoints, and service metrics from omnichannel data points Conduct regular review of metrics to ensure they are relevant as business operations evolve, and metrics are captured at key `Moments of Truth’ for identified customer segments Track performance trends and monitor effectiveness of various interventions, monitor service level standards, and promptly highlight areas that require resolution.CX Forums, Administrative Duties & Others
Plan, coordinate and organise meetings with internal stakeholders on CX discussions Perform secretariat work e.g. assist in coordinating regular meetings and comms sessions, calling for agenda, minute taking, circulating NOM and diligent follow-up on matters arising with relevant stakeholders, to ensure timely report compilation, reporting of remedial actions taken, in time for subsequent meetings. Perform administrative duties e.g. procurement, budget utilisation tracking, logistics arrangements, finance related processing. Assist and support in any other CXSE initiatives, when needed. Requirements
Qualifications and Experience:
Relevant qualifications in Service Marketing, Business Administration or in a related field; 3-8 years of track record in customer experience or service related work; Experience in customer experience related projects or service journey mapping or data analysis work would be an added advantage. Experience in group facilitation for learning or workshop setting would be an added advantage.Skills Requirements:
Strong analytical and problem solving skills; Strong organisational, project management and multi-tasking abilities; Strong collaboration, team orientation and skilled in working within a cross-functional matrix environment; 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; Results and solutions-driven-
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