CX Excellence Lead: Training, QA & Digital Channels

Skills and Workforce Development Agency

Singapore

On-site

SGD 120,000 - 170,000

Full time

14 days+

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Job summary

Skills and Workforce Development Agency seeks a Principal Manager to lead the CX functions across service quality, training, knowledge management, and digital channel development. You will own the Service Portal and drive AI-enabled enhancements, WhatsApp channel development, and an integrated KM platform.

You will guide QA, training initiatives, and stakeholder alignment for citizen-centric public service delivery.

Qualifications

Minimum 9 years of relevant experience in customer experience, service quality management, contact centre operations, or related fields.
Experience in QA strategy, training facilitation, knowledge transfer, and outsourced service partner management.
Experience as a business owner or product owner for digital service channels, CRM systems, or KM platforms.
Familiar with AI-enabled tools in service delivery.

Responsibilities

Lead the CX team and oversee the outsourced OCC to ensure service quality and customer experience targets.
Drive Service Portal ownership, digital/AI tools enablement, and continuous improvement.
Develop and govern WhatsApp channel delivery and customer guidance.
Oversee Knowledge Management as a centralised learning platform with skills profiling and smart routing.
Design and implement QA framework, metrics, audits, and continuous improvement actions.
Lead training strategy and calendar for OCC, coordinating with the provider's Training Manager.