Director of Customer Insights & AI Analytics

National Environment Agency; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

The National Environment Agency (NEA) in Singapore is seeking a senior leader to head the Customer Insights team, building strategic intelligence capabilities to understand customer needs, behaviours and service trends.

You will lead the team to develop predictive analytics, AI-enabled tools and data-driven decision making, working with service and operations to drive improvements and better customer experience.

Qualifications

• Minimum 5 years’ relevant working experience in data analysis, predictive analytics, quantitative and qualitative research.
• Professional qualifications in quantitative sciences (e.g., Market Research, Statistics, Business Analytics, AI, Data Science).
• Experience using data visualization and dashboard tools to communicate insights to diverse audiences; familiarity with Qlik Sense, Tableau or Power BI is an advantage.
• Experience in predictive modelling, forecasting, or AI-enabled analytics is preferred.

Responsibilities

• Analyse customer feedback, service performance and operational data to identify customer behaviour and service demand patterns.
• Develop customer intelligence and actionable insights to support strategic decision-making, service planning and policy implementation.
• Lead development of predictive analytics to anticipate future service demand and resource planning.
• Translate analytical findings into data-driven recommendations to improve customer experience and operations.
• Design and maintain dashboards, reports and analytical products for monitoring service performance and outcomes.
• Partner with NEA stakeholders to drive insight-led service improvements and measure impact.
• Oversee and guide data analytics projects with sound methodology and appropriate AI techniques.
• Lead and develop a team to strengthen organisational capabilities in customer analytics and data-driven decisions.

Skills

Data analytics

Statistical analysis

Analytical thinking

Stakeholder management

Education

Market Research

Statistics

Business Analytics

Artificial Intelligence

Data Science

Tools

Qlik Sense

Tableau

Power BI

Job description

The National Environment Agency (NEA) in Singapore is seeking a senior leader to head the Customer Insights team, building strategic intelligence capabilities to understand customer needs, behaviours and service trends.

You will lead the team to develop predictive analytics, AI-enabled tools and data-driven decision making, working with service and operations to drive improvements and better customer experience.