Data-Driven Service Policy & Engagement Lead

NLB National Library Board

Singapore

Hybrid

SGD 60,000 - 90,000

Full time

5 days ago

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Job summary

The National Library Board (NLB) invites applications for a role focused on service delivery and community engagement. You will analyse data, develop initiatives, and help shape policies to improve public library experiences.

You will collaborate with cross‑functional teams, monitor KPIs, and translate insights into practical improvements. Successful applicants will join a two‑year contract and work in a hybrid setup at our Singapore public libraries.

Qualifications

Preferably 3–5 years of relevant experience in service delivery.
Strategic, transdisciplinary thinking and problem‑solving skills.
Ability to work independently across divisions.
Ability to analyse customer behaviour, feedback data and derive insights.
Experience in driving communication strategies is an advantage.
Possess an excellent service mind‑set, with strong interpersonal and communication skills.

Responsibilities

Collect, analyse and interpret data to derive actionable insights.
Develop, implement and oversee service delivery and community engagement initiatives.
Analyse internal and external feedback and use problems as opportunities.
Analyse KPIs and lead service enhancement initiatives.
Collaborate with cross‑functional teams to ensure seamless execution.
Foster a culture of customer‑centricity and operational excellence.