Director of Service Excellence & Patron Experience

NLB National Library Board; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

National Library Board (NLB) in Singapore is seeking a seasoned leader to head Service Excellence and Quality Service Management. You will oversee patron feedback, standards, and performance across both physical and digital touchpoints, driving empathetic, patron-centric experiences.

You will lead the SEO team, shape service quality policies, collaborate across divisions, and explore AI-driven solutions to enhance responsiveness and efficiency while aligning with Whole-of-Government principles

Qualifications

• 5 to 12 years of relevant experience in service excellence, customer experience, quality service management, service transformation or related fields, preferably with experience leading teams and cross-functional initiatives.
• Good understanding of service excellence, quality service management and customer experience principles, with the ability to develop strategies and translate them into practical improvements.
• Strong analytical and problem-solving skills, with the ability to draw meaningful insights from customer feedback, service data and other sources, identify underlying issues and recommend actionable improvements.
• Familiarity with service design, customer journey mapping or human-centred approaches to improving service experiences would be an advantage.
• Strong leadership, communication, stakeholder engagement and influencing skills, with the ability to work collaboratively across divisions and promote change.

Responsibilities

• Oversee the management of patron feedback, enquiries, complaints and appeals, ensuring timely, empathetic responses in line with service standards.
• Analyse patron feedback and service data to identify needs, gaps and opportunities for improvement.
• Develop and review service excellence frameworks, policies and standards aligned with government and NLB priorities.
• Collaborate with service owners to understand issues and journeys, and develop actionable improvement recommendations.
• Plan, implement and evaluate service improvement initiatives with service owners.
• Engage internal stakeholders to promote good service practices and a patron-centric culture.
• Identify service competency needs and coordinate training and learning interventions.
• Lead and develop the SEO team to strengthen service excellence and patron experience.
• Explore AI, automation and digital tools to boost efficiency and responsiveness.

Skills

Service excellence

Customer experience

Quality service management

Leadership

Stakeholder engagement

Analytical thinking

Problem solving

Cross-functional leadership

AI & automation awareness

Job description

National Library Board (NLB) in Singapore is seeking a seasoned leader to head Service Excellence and Quality Service Management. You will oversee patron feedback, standards, and performance across both physical and digital touchpoints, driving empathetic, patron-centric experiences.

You will lead the SEO team, shape service quality policies, collaborate across divisions, and explore AI-driven solutions to enhance responsiveness and efficiency while aligning with Whole-of-Government principles