Head of Customer Insights & Analytics

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

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.