Customer Experience Strategy & Service Improvement Manager

Ministry Of Social And Family Development; Singapore; Vor Ort; SGD 60.000 - 120.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Analytical thinking

Stakeholder engagement

Communication skills

Problem solving

Policy development

Research & surveys

Data analytics

Dashboarding tools

Cross-functional collaboration

Tools

Data visualization tools

Jobbeschreibung

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