CX Excellence Lead: QA, Training & Digital Channels

Government Technology Agency (GovTech); Singapore; On-site; SGD 140,000 - 190,000; Full time

Job summary

GovTech Singapore seeks a Principal Manager to lead Customer Experience Quality Assurance, Training, Knowledge Management, and Digital Channel Development for SWDA services. You will direct the OCC quality program, evolve the KM ecosystem, own the Service Portal, and spearhead the WhatsApp channel and AI-enabled CRM tools.

With at least 9 years in CX, you will drive cross-functional collaboration, set standards, and build a high-performing CX team that delivers citizen-centric digital services

Qualifications

• Minimum 9 years of relevant CX experience.
• Experience in QA strategy, training, knowledge transfer, and outsourced partner management.
• Experience as business owner or product owner for digital service channels, CRM or KM platforms.
• Experience defining requirements for learning management, skills profiling, or CRM/service platform capabilities would be an advantage.
• Comfortable working across operations, knowledge management, data, and technology.
• Familiar with AI-enabled tools in service delivery.

Responsibilities

• Lead the CX quality assurance strategy and oversee performance across OCC outsourcing.
• Own Service Portal, knowledge management ecosystem, and digital channel development.
• Develop and operationalise WhatsApp 'Chat with SWDA' channel with AI capabilities.
• Oversee training strategy and capability development for OCC officers.
• Drive knowledge assets accuracy and alignment with programme changes.
• Engage stakeholders across divisions, partners, and technology teams.

Skills

Customer experience

Quality assurance

Training facilitation

Knowledge management

Stakeholder engagement

Digital channel development

Data & analytics

Tools

CRM systems

KM platforms

AI tools

Job description

GovTech Singapore seeks a Principal Manager to lead Customer Experience Quality Assurance, Training, Knowledge Management, and Digital Channel Development for SWDA services. You will direct the OCC quality program, evolve the KM ecosystem, own the Service Portal, and spearhead the WhatsApp channel and AI-enabled CRM tools.

With at least 9 years in CX, you will drive cross-functional collaboration, set standards, and build a high-performing CX team that delivers citizen-centric digital services