CX Operations & Service Excellence Lead

HomeTeamNS; Singapore; On-site; SGD 52,000 - 90,000; Full time

Job summary

HomeTeamNS is seeking an Executive, Customer Experience to support the delivery of consistent and positive member experiences across our organisation. The role focuses on CX operations, digital platforms, and continual service improvement to enhance the member journey.

Working with internal stakeholders and frontline teams, you will support daily CX activities, drive improvements, and contribute to training and capability development across the CX function.

Qualifications

• Diploma or Degree in Customer Experience, Business, Hospitality, Marketing, Communications or related field.
• Strong communication, interpersonal and stakeholder management skills.
• Analytical, problem-solving and organisational abilities.

Responsibilities

• Support delivery of consistent and positive member experiences across HomeTeamNS touchpoints.
• Monitor service performance and identify improvement opportunities.
• Assist with system testing, enhancements and implementation activities.
• Coordinate CX training and capability development programmes.
• Prepare reports and dashboards on CX KPIs for management updates.
• Maintain CX documentation, records and SOPs.

Skills

Communication

Interpersonal skills

Stakeholder management

Analytical thinking

Problem-solving

Digital literacy

MS Excel

PowerPoint

Education

Diploma or Degree in related field

Tools

CRM systems

Canva

Microsoft Office

Job description

HomeTeamNS is seeking an Executive, Customer Experience to support the delivery of consistent and positive member experiences across our organisation. The role focuses on CX operations, digital platforms, and continual service improvement to enhance the member journey.

Working with internal stakeholders and frontline teams, you will support daily CX activities, drive improvements, and contribute to training and capability development across the CX function.