Deputy Director, Customer Experience & Process Innovation

ENVIRODYNAMICS SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading solutions provider in Singapore is seeking a seasoned professional to lead customer experience strategy and service design initiatives. The ideal candidate will have over 10 years of experience in CX and analytics, strong leadership abilities, and proficiency in data tools such as Power BI and Python. This role offers high bonuses and comprehensive health benefits while promoting a supportive work environment.

Benefits

High bonuses

Comprehensive health and wellness benefits

Ongoing training and development opportunities

Collaborative and supportive work environment

Work-Life Integration & Purposeful Work

Qualifications

• 10-12 years of experience in CX, service management, or analytics required.
• Strong leadership skills and strategic thinking are essential.
• Proficient in service design and process improvement frameworks.

Responsibilities

• Lead customer insights and analytics strategies.
• Develop organisation-wide CX strategy and roadmap.
• Implement Human-Centred Design for service transformation.
• Manage budgets and cross-functional teams.

Skills

Customer insights analysis

Leadership

Stakeholder engagement

Data visualization with Power BI

Service design

Education

Degree in Business, Service Design, Analytics

Tools

Power BI

Python

SPSS

Job description

• High bonuses
• Comprehensive health and wellness benefits
• Ongoing training and development opportunities
• A collaborative and supportive work environment
• Work-Life Integration & Purposeful Work

Role Summary:
We are looking for a seasoned professional to lead customer insights, customer experience (CX) strategy, and service design initiatives. This role involves developing strategies to enhance citizen-centric experiences, drive continuous service improvement, and lead cross-functional teams in delivering impactful CX outcomes.

Key Responsibilities:

1. Customer Insights & Analytics
   Design and execute strategies to gather and analyse customer feedback and behaviour.
   Translate insights into actionable recommendations to improve service delivery.
   Use tools like Power BI and machine learning for advanced analytics and data visualisation.
2. CX Strategy & Community Engagement
   Develop and implement the organisation-wide CX strategy and roadmap.
   Lead the CX Community of Practice (CoP), build internal capabilities, and embed CX standards.
   Drive change management to ensure successful CX adoption.
3. Service Design & Process Improvement
   Lead service transformation projects using Human-Centred Design (HCD) approaches.
   Redesign service journeys based on customer insights and behavioural data.
   Drive continuous improvement through feedback loops and innovation.
4. Leadership, People Development & Budget Oversight
   Lead cross-functional teams, providing coaching and professional development.
   Manage budgets, procurement, and vendor performance across CX portfolios.

Requirements:

• Degree in Business, Service Design, Analytics, or related field.
• 10–12 years’ experience in CX, service management, analytics, or related areas.
• Strong leadership, strategic thinking, and stakeholder engagement skills.
• Proficient in data tools (e.g., Power BI, Python, SPSS), service design, and process improvement frameworks (e.g., Lean, Six Sigma).

Interested candidates kindly click the APPLY NOW button.

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EnviroDynamics Solutions Pte Ltd (EDS)

EA License No.: 12C6285

EA Personnel Reg No.: R25127347