Analyst/Snr Analyst (ServiceSG Insights Practise) ST&P, ServiceSG

Public Service Division; Singapore; On-site; USD 50,000 - 80,000; Full time

Job summary

An innovative division within the government is seeking a motivated Analyst/Senior Analyst to join their Insights Practice team. This role is pivotal in transforming public services by analyzing citizen interactions and optimizing service delivery. You will work with diverse datasets, employing advanced analytics and visualization tools to create actionable insights. Collaborating with cross-functional teams, you will enhance the citizen experience through data-driven strategies. Join a purpose-driven organization that values community and innovation, and contribute to shaping a first-class public service for Singapore.

Benefits

Career development opportunities

Collaborative work environment

Health and wellness programs

Qualifications

• Experience with large datasets for deriving insights.
• Proficient in creating dashboards using Tableau.

Responsibilities

• Analyze citizen journeys to identify service delivery pain points.
• Build omni-channel dashboards to report on service performance.

Skills

Data Analytics

Data Visualization

Statistical Techniques

Content Tagging

Text Analytics

Google Analytics

Creative Thinking

Problem Solving

Education

Bachelor's Degree in Data Science or related field

Master's Degree (preferred)

Tools

Tableau

Google Analytics

WOGAA

Job description

What the role is:

Role of Analyst / Senior Analyst in the ServiceSG Insights Practice team (Service Transformation & Planning), ServiceSGEver tried to get a government service done and felt like it wasn’t built for certain demographic profiles? We feel you. That’s exactly what we’re working on.The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi-faceted, which impact the way the Public Service operates and organises itself. Internally, the changes in workforce profile have necessitated a new approach in how the workplace is designed, while the pervasiveness of technology has fundamentally changed the way we conduct our business.To prepare the Public Service for these changes, we have begun the journey towards Public Sector Transformation. We seek to continually transform the Public Service to better serve Singaporeans. We do this by championing Public Sector innovation, transforming citizen and business service delivery, building a future workplace, and supporting transformation efforts in the Ministries and Statutory Boards. At ServiceSG, we want citizens to easily and seamlessly interact with government services, with the experience of “Knowing you as one, Serving you as one, and with Heart”.You will help us to connect the dots between citizen behaviour and service performance.You will be part of the ServiceSG Insights Practice team in ServiceSG. You will play an important role in harnessing ServiceSG’s and other government agencies’ datasets to generate actionable insights to inform policy, operations, and process improvements. Your work will be instrumental in supporting data-driven service transformation and excellence across ServiceSG and the service delivery sector in Government.ServiceSG, a department within PSD, has been set up to champion integrated public service delivery. It works with different agencies across the public service to integrate over 500 services around key moments of life of citizens, and serve citizens in an integrated way, through a central omni-channel service delivery system comprising a digital platform (“LifeSG”), a network of physical service centres (“ServiceSG Centres”) and a central call/contact centre. ServiceSG will work to establish an integrated data, digital architecture, and clear inter-agency operational processes as part of service delivery capabilities within the Public Service to raise overall service standards.

What you will be working on:

As an Analyst / Senior Analyst in the ServiceSG Insights Practice team (under Service Transformation & Planning), you will:o Analyse citizen journeys across platforms (web/mobile app, service centre, contact centre) to identify drop-offs, delays, redundancies, or any other pain points – You will map how citizens move between app, website, hotline, and service centres. You will interact with large volumes of ServiceSG channels and demographic data and use statistical techniques, content tagging, text analytics, and data visualisation tools to (a) segment citizen groups and assess channel preferences and pain points, and (b) uncover trends and gaps to inform interventions to improve service delivery by ServiceSG and government agencies.o Build omni-channel dashboards that don’t just look good, but make sense – You will design, implement and continuously refine our interactive Tableau dashboards, which will be used to report on the service performance of ServiceSG channels. You will lead the charge on (a) omni-channel funnel tracking that stitch together citizen touchpoints across ServiceSG and government agency channels, (b) cross- and up-sell analytics to inform bundling of services and personalisation of government services, while (c) maintaining good hygiene data management practices.o Collaborate with cross-functional teams to support campaigns and service improvements – You will work closely with ServiceSG’s business units and government agencies to identify areas where better data collection and analysis can deepen our CX insights. You will analyse the effectiveness of ServiceSG and agency transformation campaigns, using digital analytics tools such as Google Analytics and WOGAA, service journey analytics, digital nudges, feature and web experiments to determine the citizens’ behavioural preferences for specific services. This may entail synthesising findings from various data sources, preparing research and analytics reports, and presenting insights to senior management and other stakeholders.

What we are looking for:

We are looking for motivated individuals who can work autonomously in an iterative and fast-paced environment. You should be comfortable with ambiguity, be action-focused, and be comfortable to explore new ideas and work them to deliver desired outcomes.[Key Competencies Required]• Data Analytics and Visualisation: Ability to hands-on large, cross-channel datasets to derive meaningful insights into the customer’s experience/needs or improve service strategies and operations. This involves being able to set up appropriate parameters to test specific hypotheses and validate findings across multiple datasets. Have made dashboards that your non-technical co-workers use, using Tableau or other similar tools.• Unified Service Channel Monitoring: Strong understanding of omni-channel service design principles, including the ability to stitch together a customer service journey, attribute appropriate channels to the success of the job to be done, and understand behavioural triggers behind channel switching for different stakeholder profiles. Able to technically apply the tracking and merging user data from web, mobile apps, service centres, and call logs to generate a unified view of their experience.• Working Effectively with Stakeholders: Able to collaborate with business units to translate business queries into actionable lines of inquiry, execute research and analytics, and jointly refine insights and recommendations. Don’t mind presenting to senior stakeholders to spur action.• Thinking Clearly and Making Sound Judgement: Strong analytical mindset with the ability to synthesise multiple datasets, proposing targeted and relevant insights and interventions. Capable of critically evaluating the accuracy and relevance of data sources, and maintaining a balanced view when analysing and recommending solutions.• Creative Thinking and Problem Solving: Able to apply innovative approaches to data analysis, identifying novel ways to leverage and visualise existing and new data to improve CX outcomes. Skilled in contextualising analytical findings to address business problems and inform service design.Applicants will typically be notified on whether they are shortlisted or not within 4 weeks of the closing date of the job posting.Successful candidates will be offered a 2-year contract in the first instance.

About Public Service Division

[About PSD]The Public Service Division (PSD) aims to build a first-class Public Service for a successful and vibrant Singapore. We do this through public sector leadership development, capacity and capability building and the promotion of quality services at all levels of the Public Service. We are looking for outstanding candidates with the vision and passion to contribute to help shape Singapore.[Why Join Us]When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans.If you share our passion in reimagining the Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us!You can also connect with us via LinkedIn at https://www.linkedin.com/company/public-service-division|People, Our Pride| Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest|