Lead, Innovation

4 weeks ago

Singapore FairPrice Group Full time
Lead, Innovation & Experiences (Service Transformation)

Direct message the job poster from FairPrice Group

We are seeking a strategic and innovation-driven Lead, Innovation & Experiences to spearhead FairPrice Group's customer service transformation. This role promotes our Customer Fanatic movement and manages the Service Excellence Framework , implementing these across store formats and digital channels.

You will translate strategy into actionable initiatives—empowering frontline teams, integrating service rituals into daily operations, and making customer satisfaction measurable. Using NPS, eCommerce data, and Gen AI tools, you will design, implement, and refine programs that elevate service quality across the Group.

Key Responsibilities

  • Implement and evolve the Service Excellence Framework and Customer Fanatic program, embedding service values into daily behaviors, team rituals, and systems.
  • Collaborate with Operations, Learning & Development, and store leaders to institutionalize frontline coaching , huddle content, and peer-led learning to uphold service standards.
  • Utilize AI and automation to improve coaching, feedback, and customer insights, enabling timely interventions and recognition of achievements.
  • Analyze NPS, CSAT, and eCommerce data to identify root causes of service issues, monitor progress, and support agile improvements.
  • Develop and pilot service innovations, including new tools, interaction models, and in-store experiences, scaling successful initiatives.
  • Partner with content and digital teams to create bite-sized, mobile-first learning modules aligned with frontline workflows.
  • Measure and report on service KPIs, providing actionable insights to operations and leadership teams.
  • Advise senior leadership on customer strategy, frontline enablement, and experience innovation .

Job Requirements

  • 7–10 years' experience in service innovation, customer experience transformation, or change leadership in customer-facing roles.
  • Proven success in leading large-scale program rollouts with frontline teams.
  • Hands-on experience with AI tools, automation, and customer analytics platforms.
  • Ability to bridge strategy and execution, influencing at all levels.
  • Experience with both offline and digital service models.
  • Deep customer empathy, proactive mindset, and willingness to challenge norms.
  • A good sense of humor—seriously.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service and Strategy/Planning
Industries
  • Retail
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