Manager/Assistant Manager, Customer Experience, SCALE (LET) (27577).

Job Description

The School of Continuing and Lifelong Education (SCALE) was established to drive the expansion of NUS' lifelong learning offerings in a concerted and strategic way that furthers our mission to be a leading global university, as well as fulfil our role as a public university of Singapore, shaping the future.

Through SCALE, working adults (i.e. professionals, Senior Executives and executives) who aspire to stay relevant and ahead of competition, companies looking to up-skill/re-skill their workforce, and even youths exploring quality tertiary education options, have access to NUS' suite of innovative, world-class continuing and lifelong education offerings.

Drawing on unparalleled access to the multi-disciplinary expertise of 16 other NUS Faculties/Schools, SCALE offers youth, executive and professional development/education programmes, part-time and full-time degree programmes, as well as modular courses that may be taken singly or stacked towards certificates/diplomas/degrees that meet the lifelong learning needs of individuals. All programmes are designed and developed in consultation with the industry to ensure relevance and currency.

About the Role

To augment our manpower resources in the School, we are looking for a suitably qualified candidate to join our Lifelong Education & Training (LET) unit as Manager/Assistant Manager, Customer Experience.

Reporting to the Senior Associate Director (LET), the incumbent shall play an important role in ensuring a positive and rewarding user experience for our customers, both online and in-person.

This role is offered on a 3-year renewable contract basis in the first instance, with the prospect of a regular open employment contract thereafter subject to satisfactory job performance during the first 3 years.

Remuneration is based on a 12-month salary structure, with an annual variable bonus which is subject to the incumbent's performance and the University/School's prevailing remuneration policies.

The incumbent will be emplaced at an appropriate appointment grade based on his/her individual merits.

Key Duties & Responsibilities:

1. Collect and analyse customer feedback: Gather data from focus group discussions, stakeholder interviews, surveys, reviews, and support tickets to understand user needs, preferences, and pain points. Analyse data to inform design decisions.
2. Develop customer journey maps: Create visual representations of customer interactions with our platforms (including website and application portal) to highlight pain points and opportunities.
3. Monitor customer experience metrics: Track key performance indicators such as NPS, CSAT, and churn rate to measure customer satisfaction.
4. Collaborate with cross-functional teams: Work with product, marketing, and support teams to implement solutions based on customer insights. Be the internal advocate for our users and learners.
5. Conduct usability testing: Test new features and updates to ensure they meet customer needs and expectations.
6. Provide actionable insights: Present findings and recommendations to stakeholders to drive product and service improvements.

Requirements:

Academic & Professional Certification

1. At least a good bachelor's degree in any discipline from a reputable university.
2. Strong English language proficiency.
3. IT savvy and proficient in MS Office and other commonly used applications (for example, content management systems, customer relations management systems).

Experience & Attributes:

1. At least 3+ years of experience in customer experience, or a related field.
2. Customer-centric mindset.
3. Strong data analysis and visualisation skills, and problem-solving skills.
4. Proficiency in customer journey mapping, survey, and interview design.
5. Strong communication, collaboration, and presentation skills. Ability to present data and subsequent design recommendations effectively.
6. Strong team player, able to work collaboratively with internal and external stakeholders to achieve desired outcomes.

To expedite application processing, a copy of academic certificates and transcripts from GCE O-level onwards should be uploaded via the online application portal. Salary expectations, if quoted, should be on a 12-month guaranteed basis; do not include variable components like performance bonuses, incentives & allowances.

More Information

Location: Kent Ridge Campus

Organization: School of Continuing And Lifelong Education

Department: Lifelong Education & Training

Employee Referral Eligible:

Job requisition ID: 27577