Manager/ Asst Manager (Transformation Office), NYC [1-year contract] - CX

National Youth Council; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A national agency for youth matters in Singapore is seeking a Manager/Assistant Manager to enhance youth engagement through data-driven CX strategies. The successful candidate will be responsible for mapping user journeys, managing feedback mechanisms, and applying CX principles in stakeholder management. Ideal applicants will have experience in CX or UX design, strong data analysis skills, and excellent communication abilities. This role is part of a one-year contract within a dynamic team focused on youth empowerment.

Qualifications

• Experience in CX or UX design, Communications, or related fields.
• Proficiency in data analysis to collect, interpret and present user feedback.
• Ability to create reports, proposals and presentations for stakeholders.

Responsibilities

• Develop CX strategies to improve satisfaction and engagement.
• Map user journeys to identify pain points and opportunities.
• Manage feedback mechanisms to turn data into actionable insights.
• Apply CX principles to stakeholder management.

Skills

CX or UX design experience

Data analysis proficiency

Communication skills

Collaboration skills

Tools

Design tools

Digital marketing platforms

Job description

What the role is:

The Transformation Office aims to build an agile, capable, data‑driven and youth‑centric NYC, powered by passionate and purposeful people. We work across teams, functions, and disciplines to strategise, design, test‑bed, drive and support digital transformation in NYC. The Manager/Assistant Manager will work in a team to support the data management and analysis of youth and programme operations data. This is a one‑year contract position with the Transformation Office.

What you will be working on:

1. CX Strategy Development – Formulating and executing comprehensive strategies to improve satisfaction, loyalty and engagement among the youth target audience and key stakeholders.
2. User Journey Mapping – Mapping out the entire user journey (e.g. from discovering a programme to participating in it) to identify pain points, opportunities for improvement, and critical touchpoints.
3. Feedback and Insights – Developing and managing feedback mechanisms such as surveys, focus groups, or digital analytics to gather youth insights, understand their needs and turn the data into actionable recommendations for product, service and process enhancement.
4. Stakeholder Management – Applying CX principles to stakeholder management, ensuring that stakeholders have a seamless, efficient and secure experience when interacting with NYC’s services, platforms and teams.

What we are looking for:

• Experience in CX or UX design, Communications, or related fields.
• Proficiency in data analysis to collect, interpret and present user feedback from surveys, digital platform and focus groups.
• Proficiency in creating clear reports, proposals and presentations for senior management and stakeholders.
• Familiarity with design tools and digital marketing platforms is a strong advantage.
• Excellent communication and collaboration skills, with the ability to work in cross‑functional teams.

About National Youth Council

National Youth Council (NYC) – Creating Opportunities for All Youth to Be Heard, Be Empowered, Be the Change. At NYC, as the national agency for youth matters, we believe in a world where young people are respected and heard, able to take action on issues that matter and make a positive difference around them. Together with our partners, we develop future‑ready youth and deepen their commitment to Singapore by imbuing them with a heart for service, resilience and an enterprising spirit.