Service Excellence Lead: Analytics & Digital Solutions

Ministry of Law, Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Ministry of Law, Singapore is seeking a detail‑driven analyst for the Service Excellence Office to support monitoring and improving service delivery across divisions. The role spans reporting, feedback management, systems support, and knowledge management.

You will consolidate public feedback, prepare monthly KPI reports, manage the QSM resource site, and contribute to ECRM enhancements while ensuring policy awareness. Strong communication and agile mindset are essential.

Qualifications

• Diploma or Degree in Mass Communications, Marketing, Business Management, Infocomm Technology, Computer or Electronics Engineering, or a related field.
• Knowledge or hands‑on experience in Cloud, Case Management, Customer Relationship Management, Knowledge Management, and/or Service Design, as well as a good understanding of user experience design, web application development, and security principles.
• Experience in at least one full software or product development cycle, preferably using Agile methodology, is preferred. You should possess strong analytical, conceptualisation, and problem‑solving skills, with the ability to articulate technical concepts clearly to business stakeholders.
• Beyond technical competencies, you should be highly driven and able to work independently, while also being a strong team player who can manage multiple projects and priorities concurrently.

Responsibilities

• You will consolidate public feedback and customer satisfaction survey findings, document and review compliments and complaints received. Where needed, you will work with the QSM and operational departments to investigate complaints and recommend corrective and preventive actions.
• You will play a key role in developing and maintaining resources that guide divisions in service delivery. This includes building and managing the QSM resource site on iConnect and keeping MinLaw officers updated on relevant service policy changes and processes.
• You will be a key member of the team collaborating with project managers, solution architects, and applications infrastructure engineers to maintain and develop the Ministry's Enterprise Customer Relationship Management (ECRM) system.
• You will conduct induction briefings and ECRM training for new officers joining the Ministry, ensuring they are well‑equipped to perform their roles from the outset.

Skills

Cloud

Case Management

CRM

Knowledge Management

Service Design

UX Design

Web Development

Security Principles

Agile Methodologies

Analytical Thinking

Education

Diploma or Degree in Mass Communications, Marketing, Business Management, Infocomm Technology, Computer or Electronics Engineering, or a related field

Job description

Ministry of Law, Singapore is seeking a detail‑driven analyst for the Service Excellence Office to support monitoring and improving service delivery across divisions. The role spans reporting, feedback management, systems support, and knowledge management.

You will consolidate public feedback, prepare monthly KPI reports, manage the QSM resource site, and contribute to ECRM enhancements while ensuring policy awareness. Strong communication and agile mindset are essential.