Head of Service Excellence & Patron Experience (Hybrid)

NLB Singapore; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

National Library Board (NLB) Singapore invites experienced professionals to lead its Service Excellence and Quality Service Management functions, strengthening patron-centric experiences across physical and digital touchpoints.

You will oversee patron feedback, set service standards, analyse data, and collaborate with service owners to close gaps. The role is based at the National Library Building and initially offered on a two-year contract in a hybrid work environment.

Qualifications

• 5–12 years of relevant experience in service excellence, customer experience, or related fields.
• Strong leadership and cross-functional collaboration skills.
• Ability to translate strategy into practical improvements.

Responsibilities

• Oversee patron feedback, enquiries, complaints and appeals, including complex cases, ensuring empathetic responses per standards.
• Analyze patron feedback and service data to identify gaps and needs across diverse segments.
• Develop and review service excellence frameworks, policies and standards aligned with government principles.
• Collaborate with service owners to understand journeys, root causes and improvement opportunities.
• Plan and evaluate agreed service improvement initiatives with owners, assessing effectiveness.

Skills

Leadership

Analytical thinking

Stakeholder engagement

Change management

Job description

National Library Board (NLB) Singapore invites experienced professionals to lead its Service Excellence and Quality Service Management functions, strengthening patron-centric experiences across physical and digital touchpoints.

You will oversee patron feedback, set service standards, analyse data, and collaborate with service owners to close gaps. The role is based at the National Library Building and initially offered on a two-year contract in a hybrid work environment.