Deputy Director, Customer Insights and Service Process Improvement

RECRUIT INC PRIVATE LIMITED; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

A client-focused organization in Singapore seeks a data-driven leader for customer insights and experience strategy. You will analyze feedback, implement improvements, and lead cross-functional teams to enhance service delivery. Required qualifications include a relevant bachelor's degree and extensive experience in customer experience and data analytics. This role offers a competitive remuneration package.

Benefits

Competitive remuneration package

13th month AWS

Performance bonuses

Qualifications

• 10-12 years of experience in customer experience or data analytics.
• Proven track record in leading and managing teams.
• Experience in developing customer experience strategies.

Responsibilities

• Design and implement robust strategies for customer insights.
• Develop comprehensive CX strategy and roadmap.
• Lead teams in service design improvements and innovations.

Skills

Strategic thinker

Strong leadership skills

Excellent communication skills

Analytical mindset

Customer-centric

Results-oriented

Change management

Collaboration

Influencing skills

Education

Bachelor in Business, Service Management, or related field

Certifications in Customer Experience Management, Agile methodologies

Tools

Power BI

SAS

SPSS

Python

Visio

Job description

Our client is committed to promoting a healthier Singapore by delivering personalised, intuitive experiences that support holistic well-being. They engage the public across multiple touch-points — from workplaces and schools to community settings, health screenings, and dental services — supported by digital platforms such as their mobile app, website, contact centre, and social media. As part of their transformation journey to enhance customer experience, our client seeks a data-driven leader to spearhead customer insights, survey management, and service process improvements. This role will be pivotal in shaping and implementing customer experience strategies that drive satisfaction and impact.

Responsibilities:

The responsibilities of the successful candidate will include:

1) Lead and Drive Customer Insights

• Design and implement robust strategies for gathering, analysing, and interpreting customer insights from diverse channels—including surveys, survey tools, feedback mechanisms, and customer interactions.
• Conduct in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for experience enhancement.
• Translate customer insights into actionable recommendations that pinpoint pain points and experience gaps across key touchpoints.
• Drive and execute Know-your-customer segmentation and other customer insights related projects.
• Present findings and insight-driven recommendations to internal stakeholders (e.g., programme and service teams) to support evidence-based decision-making to formulate action plans for improvements.
• Collaborate with cross-divisional/functional teams to implement process enhancements and lead continuous improvement initiatives to optimise service delivery.
• Use data analytics, machine learning, and automation tools firsthand to enhance how insights are generated and applied across operations.
• Develop and enhance reporting dashboards using Power BI and survey platform tool to streamline data visualisation and stakeholder reporting

2) CX Strategy and Execution of CX Community of Practice

• Develop and implement a comprehensive CX strategy and roadmap, outlining clear objectives, engagement strategies and actionable initiatives to drive citizen-centricity and system-wide CX adoption.
• Establish CX standards and governance processes to embed a consistent and high-quality experience across all service areas.
• Lead the execution of the CX Community of Practice (CoP), working across divisions to build CX capabilities, drive CX related communication and engagement to foster collaboration and scale best practices.
• Provide regular updates and present updates at senior CX forums, enabling strategic prioritisation and supporting data-informed decision-making.
• Activate board-wide change management strategies to drive adoption of the new CX strategy—identifying and addressing barriers to change, develop mitigation strategies, fostering a culture of openness and adaptability and continuous learning

3) Lead and Drive Service Design

• Lead cross-functional teams in designing and implementing service improvements using Human-Centred Design (HCD) methods—from insight gathering and journey mapping to prototyping and delivery for Service Design projects.
• Drive continuous improvement initiatives, embedding iterative feedback loops to optimise service delivery and address emerging needs.
• Utilise customer insights and behavioural data to reimagine end-to-end service journeys—ensuring they are intuitive, inclusive, and aligned to citizen goals.

(4) Team Leadership, People Development, and Budget Management

• Lead and inspire cross-functional CX, insights, and service design teams, fostering collaboration, innovation, and accountability.
• Develop team capabilities through coaching, mentoring, and structured learning opportunities, aligned to the organisation’s CX maturity goals.
• Plan, monitor, and manage budgets across CX and service transformation portfolios, ensuring strategic allocation of resources.
• Oversee procurement and contract management processes, ensuring compliance, delivery of outcomes, and optimisation of the value for the organisation as well as vendor relationships.
• Monitor contract performance and compliance throughout the contract lifecycle.

Requirements

• Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
• Minimum of 10-12 years of progressive experience in customer experience, market research, service management, and data analytics.
• Proven track record in leading and managing teams.
• Experience in developing and implementing customer experience strategies.
• Strong analytical and problem-solving skills with proficiency in data analysis, statistical software, and key driver analysis.
• Experience in designing and conducting customer surveys and research.
• Knowledge of survey management systems, customer data management, and data warehousing.
• Experience in process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting.
• Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio).

Skills Requirements:

• Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
• Strong leadership skills: Proven ability to lead and inspire teams.
• Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
• Analytical mindset: Strong problem-solving skills; meticulous in data analysis and deriving actionable insights.Customer-centric: Passionate about delivering exceptional customer experiences.
• Results-oriented: Focus on achieving measurable outcomes and driving business impact.
• Change management: Ability to lead organisational change and overcome resistance.
• Collaboration: Strong interpersonal skills and ability to build relationships across departments.
• Influencing skills: Ability to persuade and influence stakeholders at all levels.

The selected candidate can look forward to a competitive remuneration package consisting of basic salary, 13th month AWS and variable/performance bonuses.

Interested and suitably qualified applicants, please apply here or email to:-

[e-mail]

Reg No: R1550439

EA Licence No: 14C7334

We regret that only shortlisted candidates will be notified.