Head of Service Excellence & Patron Experience

National Library Board; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

The National Library Board (NLB) is seeking a seasoned leader to head Service Excellence and Quality Service Management. You will oversee patron feedback, service standards, and performance across NLB's physical and digital touchpoints, driving empathetic, patron-centric experiences.

You will collaborate with service owners to identify gaps, develop improvements, and promote a culture of insight-led service excellence, leveraging AI and digital tools where appropriate.

Qualifications

• 5–12 years of relevant experience in service excellence, customer experience, quality service management, service transformation or related fields.

Responsibilities

• Oversee patron feedback management across channels to ensure timely, empathetic responses.

Skills

Service excellence

Customer experience

Quality service management

Leadership

Stakeholder engagement

Analytical/problem solving

Cross-functional collaboration

Empathy & customer focus

Education

Public sector experience

Job description

The National Library Board (NLB) is seeking a seasoned leader to head Service Excellence and Quality Service Management. You will oversee patron feedback, service standards, and performance across NLB's physical and digital touchpoints, driving empathetic, patron-centric experiences.

You will collaborate with service owners to identify gaps, develop improvements, and promote a culture of insight-led service excellence, leveraging AI and digital tools where appropriate.