Principal CX Lead — Digital Channels & Knowledge

SkillsFuture Singapore Agency; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

SWDA's Marketing & Experience Design Division seeks a Principal Manager to lead CX quality assurance, training, knowledge management, and digital channel development for the One Contact Centre and service portals.

You will oversee AI-enabled tools, WhatsApp channel, KM platform, and QA framework, guiding a multi-disciplinary team to deliver citizen-centric service improvements across channels.

Qualifications

• Minimum 9 years of relevant experience in customer experience, service quality management, or related fields.
• Experience in QA strategy, training facilitation, knowledge transfer, and outsourced management.
• Experience as a product owner for digital service channels, CRM systems, or KM platforms is preferred.
• Comfortable working across operations, knowledge management, data and technology.

Responsibilities

• Lead the CX quality assurance strategy and set standards for the outsourced OCC.
• Oversee training strategy and capacity development with the provider's Training Manager.
• Oversee knowledge management, KM module development, and skills profiling.
• Own Service Portal and WhatsApp channel development and governance.
• Stakeholder engagement with internal divisions, partners, and tech teams.
• Drive continuous improvement using analytics, audits, and customer feedback.

Skills

customer experience

quality assurance

training

knowledge management

digital channel development

Tools

CRM systems

KM platform

AI-enabled tools

Job description

SWDA's Marketing & Experience Design Division seeks a Principal Manager to lead CX quality assurance, training, knowledge management, and digital channel development for the One Contact Centre and service portals.

You will oversee AI-enabled tools, WhatsApp channel, KM platform, and QA framework, guiding a multi-disciplinary team to deliver citizen-centric service improvements across channels.