Executive Manager (Service Strategy and Delivery Department) - Contract

National Environment Agency; Singapore; On-site; SGD 150,000 - 190,000; Full time

Job summary

National Environment Agency (Singapore) seeks a leader to head the Customer Insights team, developing strategic customer intelligence capabilities to strengthen understanding of customer needs, behaviours and service trends, enabling service delivery improvements and better customer experience outcomes.

You will drive advanced analytics, AI-enabled tools and evidence-based decision making, collaborating with service and operations to identify trends and continuous improvements.

Qualifications

• Qualifications in Market Research, Statistics, Business Analytics, AI, or Data Science.
• At least 5 years in data analysis, predictive analytics, quantitative and qualitative research.
• Proficient in data analytics and statistical analysis, with ability to perform regression analysis.
• Experience with data visualization and dashboards (Qlik Sense, Tableau, Power BI).
• Strong analytical, problem-solving, and stakeholder management skills.
• Ability to translate complex data into actionable insights and recommendations.
• Experience leading and developing a data analytics team.

Responsibilities

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

Skills

Market Research

Statistics

Business Analytics

Artificial Intelligence

Data Science

Data analysis experience

Predictive analytics

Quantitative research

Qualitative research

Team leadership

Education

Bachelor’s degree

Tools

Qlik Sense

Tableau

Power BI

Job description

[What the role is]

This role will lead the Customer Insights team to develop strategic customer intelligence capabilities for NEA. The role is responsible for strengthening NEA's understanding of customer needs, behaviours and service trends to support service delivery improvements and customer experience outcomes. This role provides leadership to officers within the team and drives the use of advanced analytics, AI-enabled tools and evidence-based decision making. You will be working closely with partners from service and operations to identify trends and support continuous improvements.

[What the role is]

This role will lead the Customer Insights team to develop strategic customer intelligence capabilities for NEA. The role is responsible for strengthening NEA's understanding of customer needs, behaviours and service trends to support service delivery improvements and customer experience outcomes. This role provides leadership to officers within the team and drives the use of advanced analytics, AI-enabled tools and evidence-based decision making. You will be working closely with partners from service and operations to identify trends and support continuous improvements.

[What you will be working on]

• Analyse customer feedback, service performance and operational data to identify customer behaviour, service demand patterns, emerging trends and service improvement opportunities.


• Develop customer intelligence and actionable insights to support strategic decision-making, service planning and policy implementation.


• Lead the development of predictive analytics capabilities to anticipate future service demand, customer needs and emerging issues, and support resource planning and enable proactive service interventions.


• Translate analytical findings into data-driven recommendations that improve customer experience, service delivery and operational effectiveness.


• Design and maintain dashboards, reports and analytical products to support monitoring of service performance and customer outcomes.


• Partner stakeholders across NEA to drive insight-led service improvements and measure the impact of implemented initiatives.


• Oversee and guide the team's advisory on data analytics projects, ensuring sound methodology, analytical rigour and the appropriate application of advanced analytics and AI-enabled techniques.


• Lead and develop a team of officers, while strengthening organisational capabilities in customer analytics, predictive analytics and data-driven decision-making.

[What we are looking for]

• Professional qualifications in one of the following quantitative sciences: Market Research, Statistics, Business Analytics, Artificial Intelligence, Data Science


• Minimum 5 years’ relevant working experience in the areas of data analysis, predictive analytics, quantitative and qualitative research


• Proficient in data analytics and statistical analysis tools, with the ability to perform quantitative and regression analysis


• Experienced in using data visualisation and dashboard tools to communicate insights to diverse audiences; familiarity with tools such as Qlik Sense, Tableau or Power BI is an advantage


• Strong analytical, problem-solving, and stakeholder management skills


• Ability to translate complex data into clear, actionable insights and recommendations


• Experience in predictive modelling, forecasting, or AI-enabled analytics is preferred


• Proven experience leading and developing a team, with a track record of building organisational analytics capabilities

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.