Director, Service Excellence & Patron Experience

Public Service Division; Singapore; On-site; SGD 120,000 - 170,000; Full time

Job summary

National Library Board (NLB) in Singapore seeks a leader to oversee Service Excellence and Quality Service Management across physical and digital touchpoints. You will manage patron feedback, standards and performance while driving improvements in patron experience.

You will guide the SEO team, collaborate with internal stakeholders, and explore AI and digital tools to boost service responsiveness and efficiency. Work at the National Library Building on a two-year contract.

Qualifications

• 5 to 12 years of relevant experience in service excellence, customer experience, quality service management, service transformation or related fields.
• Good understanding of service excellence and customer experience principles.
• Strong analytical and problem‑solving skills.
• Familiarity with service design or customer journey mapping is an advantage.
• Strong leadership and stakeholder engagement skills.
• Strategic thinking with empathy for diverse customer segments.
• Ability to assess service performance and improvement outcomes.

Responsibilities

• Oversee patron feedback, enquiries, complaints and appeals to ensure timely, empathetic responses per standards.
• Analyse patron feedback and service data to identify needs and gaps.
• Develop and review service excellence frameworks, policies and standards.
• Work with service owners to identify issues and practical improvement options.
• Plan, implement and evaluate service improvement initiatives.
• Engage internal stakeholders to promote good service practices and a patron-centric culture.
• Identify service competency needs and coordinate training and development.
• Lead and develop the SEO team to strengthen service excellence and patron experience.
• Identify opportunities to leverage AI and digital tools to improve service delivery.

Skills

Service excellence

Customer experience

Leadership

Stakeholder engagement

Analytical skills

Problem solving

Strategy development

Job description

National Library Board (NLB) in Singapore seeks a leader to oversee Service Excellence and Quality Service Management across physical and digital touchpoints. You will manage patron feedback, standards and performance while driving improvements in patron experience.

You will guide the SEO team, collaborate with internal stakeholders, and explore AI and digital tools to boost service responsiveness and efficiency. Work at the National Library Building on a two-year contract.