Senior Manager/Manager/Assistant Manager (Customer Experience), WPD

Ministry of Manpower; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

The Ministry of Manpower in Singapore is seeking a Senior Manager/Manager for the Customer Experience team. You will analyze customer journeys and implement AI solutions to improve service delivery and operational efficiency.

Ideal candidates will have experience with AI tools and a customer-focused mindset. Responsibilities include working with stakeholders to enhance customer communications and identifying improvement opportunities. This role emphasizes teamwork and problem-solving to drive operational productivity.

Qualifications

• Experience using AI or automation tools to improve customer communications.
• Candidates with customer experience or service design will have an advantage.
• Good analytical, creative thinking, and problem-solving skills are essential.

Responsibilities

• Analyse customer journeys and service operations to identify pain points.
• Design and implement AI-enabled solutions that enhance customer experience.
• Work with stakeholders to improve service delivery and operational efficiency.

Skills

Experience using AI, LLM, or automation tools

Customer experience

Good analytical skills

Creative thinking

Good communication skills

Interpersonal skills

Job description

What the role is

As a Senior Manager/Manager in the Customer Experience team, you will analyse customer journeys, service operations and internal workflows to identify pain points, opportunities and emerging issues. You will work with stakeholders to design, pilot and implement LLM and automation‑enabled solutions that improve customer experience, strengthen service delivery, reduce service demand and raise operational efficiency.

What you will be working on

• Uncover and understand customers’ pain points, behaviours and service needs through analysis of customer feedback, operational data and AI‑enabled insights, and translate these into improvements to services, communications and processes.
• Identify and implement opportunities to use AI, LLM and automation tools to enhance customer experience, improve service delivery and streamline internal workflows.
• Reduce service demand and effort‑to‑serve by improving self‑help journeys, response quality and operational productivity.
• Inform prioritisation of enhancements to digital services and internal processes through evidence‑based insights, experimentation and continuous improvement.
• Understand and analyse customer and business needs to identify friction points, unmet needs and improvement opportunities across user journeys and internal processes.
• Identify, prototype and implement automation use cases such as drafting assistance, knowledge support, issue triage, insight generation and workflow automation to improve customer experience and internal productivity.
• Work closely with policy, operations and technology stakeholders to redesign workflows, embed new tools into day‑to‑day operations, and support effective change management and adoption.
• Develop guidance, governance and adoption initiatives to help officers use AI and LLM tools responsibly, effectively and consistently in service delivery and communications.
• Define, track and review metrics to assess the impact of initiatives on customer outcomes, operational efficiency, service demand and adoption of AI‑enabled solutions.

What we are looking for

• Experience using AI, LLM or automation tools to improve customer communications, generate insights, support decision‑making or streamline workflows will be preferred.
• Candidates with customer experience, service design, process improvement, business transformation or related roles will have an advantage.
• Possess good analytical, creative thinking and problem‑solving skills.
• Good communication, writing and interpersonal skills.
• Be meticulous, a good team player with a customer‑focused mindset.
• Able to multi‑task, take initiative and work independently with multiple stakeholders.
• Candidates with no prior working experience are welcome to apply.
• PwDs are welcome to apply.

About Ministry of Manpower

Championing Human Potential for a Thriving Singapore. Singaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore. As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas – from shaping forward‑looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.