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

Ministry of Social and Family Development, Singapore (MSF); Singapore; On-site; SGD 42,000 - 68,000; Full time

Job summary

Ministry of Social and Family Development (MSF) in Singapore seeks an energetic officer to elevate customer experience. In Planning and Development, you will craft end-to-end service policies, apply insights to identify issues, and drive service improvements across MSF.

You will support or lead areas such as policy development, data-driven insights, and governance, under a Team Lead. Ideal candidates have at least 1 year of relevant experience, strong analytical and communication skills, and the

Qualifications

• At least 1 year of relevant experience.
• Strong analytical and sensemaking skills to translate findings into actions.
• Ability to engage stakeholders, foster collaboration and align perspectives.
• Experience in customer research and satisfaction studies is an advantage.
• Familiarity with data analytics, dashboards and visualization tools is an advantage.

Responsibilities

• Drive customer experience strategy and service policy within MSF.
• Build and apply service intelligence through data and insights to inform decisions.
• Enable service transformation by mapping journeys and pilot new service models.
• Support or lead policy development and governance initiatives under guidance of a Team Lead.

Skills

CX strategy

Policy development

Data analysis

Stakeholder engagement

Survey design

Communication

Project management

Job description

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.

Brief description of Job Scope:

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. This includes (a) driving customer experience strategy and service policy; (b) building and applying service intelligence through data and insights; (c) driving service transformation priorities; and (d) providing enterprise service governance.

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.
• 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.

To succeed in this role, you should possess:

• 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.