Director, Customer Experience Strategy & Transformation

Singapore Public Service; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Health Promotion Board in Singapore invites a strategic, collaborative leader to steer customer experience and service excellence initiatives. You will translate CX strategy into enterprise roadmaps, drive governance, and shape adoption across divisions, empowering citizens to engage in holistic well-being.

With at least 8 years in strategy execution or enterprise transformation and 3 years leading teams, you will oversee performance metrics, risk management, and continuous improvement, building

Qualifications

• Proven ability to translate ambiguous strategic intent into measurable outcomes.
• Excellent influencing skills with senior stakeholders and cross-functional teams.
• Experience establishing governance, performance measures and decision-ready reporting for organisation-wide initiatives.

Responsibilities

• Translate CX strategy into enterprise implementation roadmaps, priorities, milestones, resource requirements and adoption plans.
• Establish governance, performance tracking, and escalation mechanisms for enterprise CX priorities.
• Lead the CX maturity and capability-building program, identifying priority gaps and translating findings into practical improvement plans.
• Lead citizen understanding and engagement orchestration across divisions, defining plans, responsibilities and performance measures.
• Own the enterprise CX performance view, defining indicators and reporting standards for senior management.

Skills

Strategic thinking

Stakeholder management

Communication skills

Facilitation skills

Negotiation skills

Relationship building

Ambiguity tolerance

Team leadership

Job description

Health Promotion Board in Singapore invites a strategic, collaborative leader to steer customer experience and service excellence initiatives. You will translate CX strategy into enterprise roadmaps, drive governance, and shape adoption across divisions, empowering citizens to engage in holistic well-being.

With at least 8 years in strategy execution or enterprise transformation and 3 years leading teams, you will oversee performance metrics, risk management, and continuous improvement, building