Assistant Director, Service Planning, Customer eXperience Department

Ministry of Manpower; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

The Ministry of Manpower in Singapore is seeking an Assistant Director for the Customer eXperience Department. This role is pivotal in shaping MOM's service excellence agenda, ensuring alignment with customer needs and delivering on meaningful impact.

The ideal candidate will lead the development of service strategies, manage performance metrics, and conduct extensive customer surveys to enhance service delivery. Candidates should possess strong analytical and leadership skills, with 6-8 years of relevant experience.

Qualifications

• 6 to 8 years of relevant working experience, preferably with exposure in service and operations planning.
• Strong written and verbal communication skills.
• Ability to build connections across departments.
• Strong analytical and critical thinking skills.
• Strong leadership skills and ability to coach teams.

Responsibilities

• Lead service strategy and transformation efforts.
• Design and monitor key service metrics.
• Oversee customer surveys and qualitative studies.
• Drive service benchmarking efforts.

Skills

Service planning

Operations planning

Stakeholder engagement

Analytical skills

Leadership skills

Job description

What the role is:

As an Assistant Director in the Customer eXperience Department (CXD), you will play a central role in shaping and advancing MOM's service excellence agenda. You will ensure that MOM's service vision, strategies, and plans keep pace with customers’ evolving needs and deliver meaningful impact in a resource sustainable manner.

What you will be working on:

• Service Strategy and Transformation: You will lead efforts to keep MOM's service vision and delivery strategies relevant and forward‑looking, and translate service goals into actionable plans. This includes devising service differentiation strategies, rallying leadership and divisional support to drive implementation, and overseeing CXD's annual work plan formulation.
• Service Performance Management: You will review, design and monitor key service metrics to track progress in achieving key service outcomes, work with divisions to formulate effective action plans and provide regular performance analysis and updates to departments and senior management.
• Customer Survey and Qualitative Studies: You will lead efforts to design and oversee implementation of surveys and qualitative studies to better understand customer needs and their service journeys with MOM. This includes customer satisfaction surveys, deep‑diving interviews/other qualitative studies, and whole‑of‑government benchmarking surveys to identify gaps and opportunities for improvement.
• Benchmarking and Best Practices: You will drive service benchmarking efforts to ensure that MOM stays informed of leading practices in customer service and technology, and identify relevant ones that MOM can adapt and adopt to improve service delivery.

What we are looking for:

• Motivated and driven individual with at least 6 to 8 years of relevant working experience, preferably with some exposure in service planning and/or operations planning.
• Ability to build connections and synergies across MOM, strong written and verbal communication skills to engage effectively with stakeholders at all levels.
• Strong analytical and critical/systems thinking skills to translate research findings and data into actionable insights and recommendations.
• Strong leadership skills with the ability to coach and develop teams. Resilient and comfortable navigating ambiguity in a dynamic environment.