Manager (Customer Experience) (MXD) [Temp - 1 Year]

Skills and Workforce Development Agency; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Skills and Workforce Development Agency (SWDA) in Singapore seeks a Manager (Customer Experience) to lead service delivery across the One Contact Centre and digital channels. You will shape citizen-centric services through QA, live chat operations, and continuous improvement, collaborating with CX pros and outsourced vendors to ensure high standards.

You will oversee live chat workflows, training, escalation paths, and performance monitoring, driving service excellence and aligned CX initiatives

Qualifications

• Strong analytical and problem-solving skills to understand complex processes.
• Excellent written and verbal communication to manage citizen enquiries and stakeholder engagement.
• Interest in customer service excellence and digital transformation initiatives.
• Familiar with CRM platforms and live chat tools; keen on using technology to enhance service delivery.
• Proficiency in data analysis and reporting using Microsoft Office; ability to present insights clearly.

Responsibilities

• Oversee Live Chat Operations, ensuring timely, accurate, and professional citizen responses.
• Monitor performance against service levels and drive continuous improvement.
• Develop workflows, escalation paths, and knowledge resources for live chat delivery.
• Co-lead and train the live chat team to deliver quality service.
• Support outsourcing vendors and monitor service performance against standards.
• Review interactions against QA framework and document findings.
• Contribute to service recovery and quality assurance initiatives.
• Deliver empathetic, clear customer experiences aligned with public service values.

Skills

Analytical skills

Written & verbal communication

Cross-functional collaboration

Data analysis & reporting

CRM systems

Live chat tools

AI-enabled tools awareness

Attention to detail

Proactive problem solving

Self-motivation

Tools

CRM systems

Live chat tools

Job description

What the role is:

The Customer Experience (CX) team drives service delivery transformation across the One Contact Centre (OCC) and its digital channels, ensuring responsive and citizen-centric service aligned with organisational goals.

Key Responsibilities

As a Manager (Customer Experience), you will collaborate with CX professionals, service delivery providers, and key stakeholders to drive service excellence across OCC and its digital channels, shaping how SWDA serves its citizens through quality assurance, live chat operations, and continuous service improvement.

What you will be working on:

Live Chat Operations

• Manage the day-to-day operations of the in-house live chat channel, ensuring timely, accurate, and professional responses to citizen enquiries
• Monitor live chat performance and service levels, identifying gaps and driving continuous improvement
• Develop and maintain operational workflows, escalation pathways, and knowledge resources to support live chat service delivery
• Co-lead and train the live chat team, ensuring staff are equipped with the knowledge and skills to deliver quality service
• Assist in establishing escalation pathways for complex queries requiring human intervention or routing to other channels
• Identify recurring knowledge gaps or inaccuracies in responses and flag them to the team for follow-up

Contact Centre Operations & Customer Experience

• Support the team in managing the outsourced contact centre, including liaising with the vendor for operational data and reports, and assisting in monitoring service performance against established standards
• Support contact centre agents in clarifying and resolving escalated enquiries, including identifying the appropriate agency or division to route complex cases to
• Review call and chat interactions against the established QA framework to assess service quality and document findings in accordance with established performance frameworks
• Contribute to service recovery efforts as required

Quality Assurance & Training

• Operationalise and continuously improve the Quality Assurance framework for the contact centre, establishing performance benchmarks, KPIs, and audit plans to ensure consistent and high-quality service delivery
• Monitor compliance to SOPs and service standards, identifying service gaps and lapses across service delivery channels and working with relevant stakeholders to drive improvements
• Support the development and improvement of training frameworks across the contact centre and in-house live chat team, covering onboarding, continuous learning, and knowledge transfer to ensure staff are well-equipped to deliver quality service

Customer Experience

• Deliver service interactions that are empathetic, clear, and aligned with public service values
• Support the team in other CX initiatives and activities as required

What we are looking for:

Fresh graduates from any discipline are welcome to apply.

Knowledge & Skills

• Strong analytical and problem-solving skills with ability to understand complex operational processes
• Excellent written and verbal communication skills to manage citizen enquiries, engage stakeholders, and support training delivery in a clear, professional, and empathetic manner
• Strong interest in customer service excellence and digital transformation initiatives
• Familiar with digital customer service platforms such as CRM systems and live chat tools, and a keen interest in using technology to enhance service delivery
• Proficiency in data analysis and reporting, with familiarity in Microsoft Office suite
• Collaborative mindset with ability to work effectively in cross-functional teams
• An interest in AI-enabled tools and automation to improve workflow and service quality is a plus

Aptitude & Attributes

• Meticulous and resourceful with excellent time-management and attention to detail, with a commitment to quality outcomes
• A proactive mindset with the ability to identify service gaps and flag them for continuous improvement
• Self-motivated and able to work independently as well as collaboratively with internal teams and external stakeholders
• Possess effective interpersonal skills with the ability to maintain a positive and adaptable attitude towards evolving responsibilities

Prior internship or project experience in customer service, process improvement, or service design would be an added advantage.

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.

About Skills and Workforce Development Agency

The Skills and Workforce Development Agency (SWDA), a statutory board under the Ministry of Manpower (MOM), drives lifelong learning and workforce development to enable Singaporeans to take charge of their careers, learn for life, access good jobs, and grow in fulfilling careers. We enable employers to build a skilled, future-ready workforce, design quality jobs, and adopt skills recognition practices. Together with our partners, we build a trusted, high-quality, industry-relevant, and innovative ecosystem that meets the evolving workforce needs of both businesses and workers.

Guided by our vision of a Singapore where everyone can grow in fulfilling careers, we live our promise of Building Skills, Growing Careers by nurturing lifelong learning, strengthening employability and enabling career growth for all, including our own officers, through a continuous learning culture and a supportive, flexible, inclusive working environment that fosters innovation, collaboration, and well-being.

So, join us to be part of a dynamic team driving the national SkillsFuture movement and building a strong Singaporean core. Together, we create opportunities, transform lives, and shape the future of work.