Assistant Manager/ Manager (Service Experience Department)

National Environment Agency; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading public organization in Singapore seeks a professional skilled in data analysis and insights to enhance customer service and satisfaction. The successful candidate will review transaction data, analyze customer feedback, and prepare actionable recommendations. Candidates with a background in quantitative sciences and experience in data analysis tools such as Excel and Tableau are encouraged to apply. This role offers a dynamic environment focused on continuous improvement of public services.

Qualifications

• Minimum 2 years' relevant working experience in data analysis.
• Proficiency in Microsoft Excel for statistical analysis.
• Ability to translate data into actionable insights.

Responsibilities

• Analyze customer feedback and data to improve service.
• Identify trends from operational metrics for planning.
• Prepare reports and dashboards for stakeholders.

Skills

Data analysis

Statistical analysis

Communication skills

Stakeholder engagement

Problem-solving skills

Education

Professional qualifications in quantitative sciences

Tools

Microsoft Excel

Qlik Sense

Tableau

Python

Job description

What the role is:

You will be responsible for analysing customer feedback and customer-related data to develop deep understanding of customer behaviours, needs and expectations. This role translates data-driven insights into actionable recommendations to improve customer satisfaction, service quality and service delivery outcomes. You will be working closely with partners from service and operations to identify trends and support continuous improvements.

What you will be working on:

• Review transaction data from various public feedback channels to identify opportunities to improve service experience and streamline processes
• Analyse customer feedback, survey results and operational data, including those related to Contact Centre operations, such as transaction volume, Average Handling Time, Customer Satisfaction Survey results, and other performance metrics to identify trends, patterns and insights related to service delivery and operation planning
• Develop customer insights to better understand behaviours, preferences and requirements
• Prepare clear reports, dashboards, and presentations to communicate findings and recommendations to stakeholders
• Support service improvements initiatives by providing data-backed insights and measuring the impact of implemented changes
• Ensure data accuracy, consistency, and proper documentation of methodologies
• Other duties as assigned

What we are looking for:

The job might be for you if you possess the following qualities:

• Professional qualifications in one of the following quantitative sciences: Market Research, Statistics, Marketing/Communications, Data Science
• Minimum 2 years’ relevant working experience in the areas of data analysis, quantitative and qualitative research
• Proficient in Microsoft Excel to perform statistical and regression analysis
• Familiar with the use of dashboard visualization tools such as Qlik Sense, Tableau, Python
• Strong analytical and problem-solving skills
• Good communication skills and stakeholder engagement capabilities
• Able to translate data into clear, actionable insights
• Able to complete work assignments timely in a fast-paced environment

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.

About National Environment Agency

The National Environment Agency (NEA) is the leading public organisation responsible for ensuring a clean and sustainable environment for Singapore. Its key roles are to improve and sustain a clean environment, promote sustainability and resource efficiency, maintain high public health standards, provide timely and reliable meteorological information, and encourage a vibrant hawker culture. NEA works closely with its partners and the community to develop and spearhead environmental and public health initiatives and programmes. It is committed to motivating every individual to care for the environment as a way of life, in order to build a liveable and sustainable Singapore for present and future generations. For more information, visit www.nea.gov.sg