Senior Manager/Head, Customer Experience

National Volunteer & Philanthropy Centre; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

The National Volunteer & Philanthropy Centre is seeking a Senior Manager/Head of Customer Experience to enhance their omnichannel services. This role focuses on creating empathetic customer interactions and improving service delivery through strategic frameworks and technology. Ideal candidates will have extensive experience in customer engagement and service design, along with strong analytical skills to drive improvements.

Qualifications

• 8+ years of experience in customer experience or service design roles.
• Proven success in customer-centric strategy implementation.
• Familiarity with non-profit or public service sectors is advantageous.

Responsibilities

• Drive the vision and execution of an integrated customer support model.
• Develop and implement a service culture framework.
• Map and analyze customer journeys to identify pain points.

Skills

Customer Journey Mapping

Service Design

Data Analysis

Stakeholder Engagement

Education

Bachelor's degree in Business, Marketing, Communications, or related fields

Tools

CRM systems

Digital Service Platforms

Job description

COMPANY DESCRIPTION

The National Volunteer & Philanthropy Centre (NVPC) is the steward of the City of Good vision for Singapore, where individuals, organisations, and leaders come together to give their best for others. Through our brands, programmes, and initiatives, we facilitate partnerships with non-profits, organisations, public sector bodies, and individuals to enliven the giving ecosystem within Singapore. We invite you to join us in building a #CityofGood together.

Position Title: Senior Manager/Head, Customer Experience

Responsibilities

The Senior Manager / Head, Customer Experience, will drive the vision and execution of an integrated customer support model supporting NVPC's omnichannel services, including digital platforms, emails, and CRM. The role focuses on transforming the customer service function to deliver human-centred, empathetic experiences, ensuring users can easily access, navigate, and receive timely support on NVPC's digital platforms, thereby enhancing trust and accessibility.

Key Responsibilities

• Service Culture and Customer Engagement Framework: Develop and implement a service culture framework reflecting NVPC's values; create standards, principles, and strategies for empathetic, effective service to all customers; collaborate with internal teams to build service excellence capabilities and embed a customer-centric mindset.

• Service Channels and Platforms: Oversee the development and maintenance of service delivery channels, including CRM systems and online portals like giving.sg and COG UWP; identify and implement technological and service enhancements; establish performance metrics; support the Product Team in digital interface development; develop a knowledge base strategy for self-help and quicker query resolution.

• Customer Journey Mapping and Experience Design: Map and analyze customer journeys to identify pain points and opportunities; co-create improved service pathways with stakeholders; synthesize feedback and behavioral data into actionable insights for service and process improvements.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or related fields
• 8+ years of experience in customer experience, service design, or customer engagement roles
• Proven success in developing and implementing customer-centric strategies across multiple touchpoints
• Hands-on experience managing digital service platforms, CRM systems, and knowledge bases
• Skilled in customer journey mapping, service blueprinting, and experience design methodologies
• Data-driven with the ability to translate insights into improvements
• Excellent interpersonal and stakeholder engagement skills; experience working cross-functionally
• Familiarity with the non-profit, social impact, or public service sectors is advantageous