Assistant Manager/Manager/Senior Manager (Planning & Development), CXD

Ministry Of Social And Family Development; Singapore; On-site; SGD 60,000 - 120,000; Full time

Job summary

The Ministry Of Social And Family Development's Customer Experience Division seeks an independent officer to elevate customer experience by developing end-to-end service policies, using insights to identify service issues and drive improvements across MSF.

You will lead or support policy parameters, plan the Voice of Customer study, map customer journeys with stakeholders, and help transform service delivery across divisions—creating a citizen-centric, enterprise-wide service experience in

Qualifications

• At least 1 year of relevant experience.
• Ability to translate insights into actionable recommendations.
• Strong written and spoken communication skills.
• Experience in customer research and satisfaction studies.
• Familiarity with data analytics and dashboards.

Responsibilities

• Drive customer experience strategy and service policy.
• Develop and review enterprise CX policies, plans and strategies that advance MSF's service goals and lift the customer experience consistently across touchpoints and channels.
• Translate MSF’s service direction and priorities into implementation plans and initiatives that strengthen service practices and outcomes across divisions.
• Build and apply service intelligence through data and insights.
• Plan and implement the annual Voice of Customer (VoC) study end-to-end — methodology and questionnaire design, stakeholder engagement, vendor procurement and management, and fieldwork.
• Integrate customer and operational insights from multiple sources to diagnose systemic service issues and prioritize improvements.
• Develop and review policy parameters to facilitate building of service intelligence.
• Enable service transformation.
• Develop and support the adoption of enterprise service rules and guardrails to assure service quality.
• Partner Operational Groups to map customer journeys and pilot new service models at enterprise scale.
• Provide enterprise service governance.
• Support the Customer Experience Steering Committee for enterprise leadership and governance on service experience.

Skills

Analytical thinking

Stakeholder engagement

Communication skills

Problem solving

Policy development

Research & surveys

Data analytics

Dashboarding tools

Cross-functional collaboration

Tools

Data visualization tools

Job description

What the role is:

The Customer Experience Division (CXD) plays a vital role in the Ministry of Social and Family Development’s mission by ensuring a positive and consistent service experience for our customers. Our team drives customer experience (CX) initiatives, fosters a strong service culture, and ensures that the quality of services delivered across all channels meets high standards.

What you will be working on:

We are looking for a dynamic and independent officer to elevate our customers’ experience and make a difference in the lives of the people we serve. In the Planning and Development team, you will develop end-to-end service policies, using customer and operational insights to identify service issues, and drive evidence-based service improvements across MSF. Depending on the officer’s experience, the officer will support or lead the following areas, working under the guidance of a Team Lead.

Responsibilities in this role, you will:

• Drive customer experience strategy and service policy
• Develop and review enterprise CX policies, plans and strategies that advance MSF's service goals and lift the customer experience consistently across touchpoints and channels
• Translate MSF’s service direction and priorities into implementation plans and initiatives that strengthen service practices and outcomes across divisions
• Build and apply service intelligence through data and insights
• Plan and implement the annual Voice of Customer (VoC) / customer satisfaction study end-to-end — methodology and questionnaire design, stakeholder engagement, vendor procurement and management, and fieldwork — to produce reliable enterprise level insights on service performance.
• Integrate customer and operational insights from multiple sources (VoC, Global Services Benchmarking, Contact Centre reports, emails and calls) to diagnose systemic service issues, shape policy and service-development priorities and recommend practical improvements to close service gaps.
• Develop and review policy parameters to facilitate building of service intelligence, including the comprehensive capture of public-facing correspondence across MSF
• Enable service transformation
• Develop and support the adoption of enterprise service rules and guardrails to assure service quality, including user service development‑stress testing to surface and mitigate service risks and blind spots before launch
• Partner Operational Groups and stakeholders to map customer journeys, prioritise high‑impact journeys for review, and pilot new service models that improve outcomes at enterprise scale.
• Provide enterprise service governance
• Support the Customer Experience Steering Committee, whose mandate is to provide enterprise leadership, governance and oversight on service experience and performance matters, to enable consistent and citizen‑centric service outcomes across MSF.

What we are looking for:

• At least 1 year of relevant experience. Candidates considered for more senior designations should have commensurately deeper experience in leading complex projects, policy development, research or stakeholder engagement.
• Strong analytical and sensemaking skills, with the ability to synthesise quantitative and qualitative findings into actionable recommendations.
• Strong thinking and problem‑solving skills, with the ability to identify systemic causes and surface service delivery issues.
• Ability to engage stakeholders effectively, facilitate collaboration and build alignment.
• Strong written and spoken communication skills, with the ability to present insights clearly.
• Experience in customer research and satisfaction studies and survey design would be an advantage.
• Familiarity with data analytics, dashboarding and visualisation tools would be an advantage.

Join us in making a meaningful impact on the lives of our customers and helping to build a better Singapore.

About Ministry Of Social And Family Development

Join Us at MSF for a Meaningful, People‑Centric Career!At MSF, our mission is to nurture and build resilient individuals, strong families, and a caring society. We offer meaningful and impactful people‑centric careers in the design and delivery of policies, services and programmes. We are an all‑inclusive and family friendly workplace where career growth is prioritised through a comprehensive suite of development opportunities to help our officers succeed today as well as be future‑ready. We do this through various formal and informal learning and development programmes for officers to build different competencies and gain diverse work experiences within MSF, the Public as well as the Social Service Sectors.