Head of Service Excellence & Patron Experience

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

Job summary

The National Library Board (NLB) invites a seasoned leader to oversee Service Excellence and Quality Service Management across its physical and digital touchpoints, elevating patron experience with empathetic, consistent service across the network of libraries and the National Archives of Singapore.

You will manage patron feedback, service standards and performance, and partner with service owners to identify gaps and implement practical improvements.

Qualifications

• 5 to 12 years of relevant experience in service excellence, customer experience, quality service management, service transformation or related fields.
• Strong analytical and problem‑solving skills with ability to draw insights from feedback and data.
• Excellent leadership and communication, with ability to influence across divisions.

Responsibilities

• Oversee patron feedback, inquiries, complaints and appeals with timely, empathetic responses.
• Analyse patron feedback and service data to identify needs and gaps; recommend improvements.
• Develop and review service excellence frameworks and standards aligned with government principles.
• Collaborate with service owners to understand journeys, identify issues and propose practical improvements.
• Plan, implement and evaluate service improvement initiatives with service owners.
• Promote good service practices and foster a proactive, insight-led service culture.
• Identify service capability development needs and coordinate training initiatives.
• Lead and develop the SEO team to strengthen operational effectiveness in service excellence.

Skills

Service excellence

Customer experience

Leadership

Stakeholder engagement

Data analysis

Job description

The National Library Board (NLB) invites a seasoned leader to oversee Service Excellence and Quality Service Management across its physical and digital touchpoints, elevating patron experience with empathetic, consistent service across the network of libraries and the National Archives of Singapore.

You will manage patron feedback, service standards and performance, and partner with service owners to identify gaps and implement practical improvements.