Senior Manager/Assistant Director, Customer Insights and Engagement

Civil Service College; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading public service learning organization in Singapore is seeking a Senior Manager/Assistant Director to enhance customer engagement and develop strategic partnerships within the public sector. The role involves managing agency portfolios, analysing data from engagements to identify trends, and implementing strategies that strengthen relationships while achieving business objectives. Candidates should have substantial experience in stakeholder management and the ability to translate data into actionable insights. Excellence in communication and project management is essential.

Qualifications

• 8-10 years of relevant experience in business development, corporate relations, consultancy, or related fields.
• Demonstrated experience in stakeholder management and strategic partnership development.
• Strong ability to distill data into clear, compelling narratives.

Responsibilities

• Manage a portfolio of public sector agencies as a primary engagement touchpoint.
• Analyse data from agency engagements to identify trends and capability gaps.
• Develop and implement engagement strategies that strengthen relationships.

Skills

Stakeholder management

Data analysis

Communication skills

Project management

Critical thinking

Collaborative skills

Job description

What the role is:

As Senior Manager/Assistant Director in the Customer Insights and Engagement team, you are part of a team seeking to strengthen CSC’s engagement and strategic partnerships with other public sector agencies. Your primary role is to develop and implement engagement strategies and initiatives that foster strong relationships with our customers, manage key agency relationships, and translate customer insights into actionable recommendations that align with CSC's overall business objectives.

What you will be working on:

• Manage a portfolio of public sector agencies as their primary engagement touchpoint. This includes analysing their learning needs within their operating contexts, identifying capability gaps, and connecting agencies with relevant internal CSC teams to co‑develop learning solutions that address their specific needs or support their organisational performance.
• Analyse data from agency engagements and interactions to identify key trends, capability gaps, and emerging learning needs across the public sector, creating clear data narratives that inform strategic decision‑making.
• Develop and implement engagement strategies and initiatives that strengthen relationship building with agencies, and position CSC as a convener for the communities of Learning & Development (L&D) practitioners and Public Service Training Institutes within the Singapore Public Service to enable knowledge sharing and strategic alignment of L&D priorities and initiatives.
• Drive continuous improvement of agency engagement systems and processes by identifying gaps and inefficiencies, recommending enhancements based on agency feedback and data insights, and implementing changes that improve service delivery and customer experience.

What we are looking for:

• At least 8-10 years of relevant working experience in business development, corporate relations, learning and development, consultancy, or related fields, with demonstrated experience in stakeholder management and strategic partnership development.
• Able to work effectively in a dynamic, fast‑paced environment and comfortable working with ambiguity and navigating complex, evolving situations.
• Strong collaborative skills to effectively manage multiple stakeholders' priorities and engage in meaningful conversations with key stakeholders to strengthen sense‑making and relationship‑building.
• Able to lead and guide teams in scoping projects effectively, manage project progress to identify and address challenges, and ensure projects are completed within designated timelines with all deliverables met.
• Able to distill data into clear, compelling narratives that support decision making and direction.
• Possesses strong analytical and critical thinking skills in order to sense‑make discussions and insights with customers and stakeholders.
• Excellent communication and presentation skills to convey insights and recommendations to senior stakeholders and diverse audiences.

Key competencies required

Consultancy

Able to distill and make sense of diverse data sets and information gathered from agencies within the context of their operating dynamics and environment. Adept at organising and translating data into clear insights that facilitate meaningful discussions and action planning with stakeholders. Able to identify potential noise in the data and develop strategies to verify information and gain clarity on agency needs and priorities.

Outreach and Engagement

Able to develop and implement engagement strategy and initiatives that align with agency customer objectives and CSC’s strategic direction. Able to identify areas for improvement and recommend solutions to enhance future engagement initiatives.

Facilitation

Able to facilitate discussions and sessions effectively using appropriate methods to achieve engagement objectives. Skilled at creating inclusive environments where participants feel comfortable sharing ideas, identifying and addressing barriers to participation, and handling sensitive topics tactfully while managing group dynamics and emotions.

Data Storytelling

Able to develop compelling data narratives that transform analysis into meaningful stories, making discoveries and insights accessible and actionable for stakeholders. Skilled at leveraging data stories to influence stakeholders' thinking, facilitating refinement of problem statements and deeper understanding of findings. Able to translate insights into practical recommendations with clear metrics to track improvement and demonstrate impact.

About Civil Service College

The Civil Service College (CSC) is a statutory board under the Public Service Division, Prime Minister’s Office. We are the central learning institution for the Singapore Public Service and we partner government ministries and agencies to develop people for a first‑class public service. CSC brings together public officers from diverse backgrounds and provides them with opportunities for learning and skills upgrading. Our service‑wide networks enable public officers to build capabilities, develop shared ethos and gain deeper perspectives, creating a collaborative environment for dialogue and knowledge sharing. Through our programmes and services, CSC aims to strengthen strategic capacity in governance, leadership, public administration and management for the Singapore Public Service.