Director, Service Strategy & Customer Experience

Ministry of Manpower; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

The Ministry of Manpower in Singapore is seeking an Assistant Director for the Customer eXperience Department. This role is pivotal in shaping MOM's service excellence agenda, ensuring alignment with customer needs and delivering on meaningful impact.

The ideal candidate will lead the development of service strategies, manage performance metrics, and conduct extensive customer surveys to enhance service delivery. Candidates should possess strong analytical and leadership skills, with 6-8 years of relevant experience.

Qualifications

• 6 to 8 years of relevant working experience, preferably with exposure in service and operations planning.
• Strong written and verbal communication skills.
• Ability to build connections across departments.
• Strong analytical and critical thinking skills.
• Strong leadership skills and ability to coach teams.

Responsibilities

• Lead service strategy and transformation efforts.
• Design and monitor key service metrics.
• Oversee customer surveys and qualitative studies.
• Drive service benchmarking efforts.

Skills

Service planning

Operations planning

Stakeholder engagement

Analytical skills

Leadership skills

Job description

The Ministry of Manpower in Singapore is seeking an Assistant Director for the Customer eXperience Department. This role is pivotal in shaping MOM's service excellence agenda, ensuring alignment with customer needs and delivering on meaningful impact.

The ideal candidate will lead the development of service strategies, manage performance metrics, and conduct extensive customer surveys to enhance service delivery. Candidates should possess strong analytical and leadership skills, with 6-8 years of relevant experience.