Principal CX & Digital Experience Lead

skills & workforce development agency (swda); Singapore; On-site; SGD 140,000 - 230,000; Full time

Job summary

Skills & Workforce Development Agency (SWDA) seeks a Principal Manager to lead Customer Experience quality assurance, training, knowledge management and digital channel development. You will oversee the outsourced OCC, KM ecosystem, and the WhatsApp channel, driving AI-enabled service tools and data-informed improvements across CX programs.

Reporting to the Deputy Director, you will build a high-performance CX team, align operations with policy changes, and partner with technology, content and

Qualifications

• Minimum 9 years in CX, service quality, or related fields.
• Experience with QA strategy, training, and outsourced partner management.
• Experience owning digital service channels, CRM, or KM platforms.
• Comfort working across operations, knowledge management, data, and technology.

Responsibilities

• Own Service Portal direction, content governance, and self-service design.
• Lead AI-enabled tools adoption within CRM and ensure operational readiness.
• Define system requirements and coordinate UAT with tech teams.
• Oversee KM module expansion and proficiency tracking.
• Manage QA framework and improve customer satisfaction across channels.
• Lead training strategy with outsourced provider.

Skills

CX leadership

QA strategy

Training facilitation

Knowledge management

Digital channels

AI-enabled tools

Tools

CRM systems

OCC software

Job description

Skills & Workforce Development Agency (SWDA) seeks a Principal Manager to lead Customer Experience quality assurance, training, knowledge management and digital channel development. You will oversee the outsourced OCC, KM ecosystem, and the WhatsApp channel, driving AI-enabled service tools and data-informed improvements across CX programs.

Reporting to the Deputy Director, you will build a high-performance CX team, align operations with policy changes, and partner with technology, content and