Service Excellence & Transformation Lead

HDB Housing & Development Board; Singapore; Sur place; SGD 100 000 - 150 000; Plein temps

Résumé du poste

HDB Housing & Development Board is seeking an Organisational Excellence Manager to drive service transformation through data and human-centered design. You will unite people, data, and ideas to shape service design, delivery, and continuous improvement while collaborating with diverse stakeholders.

The role focuses on gathering insights, co-creating policies, and monitoring impact, with emphasis on end-to-end improvement across touchpoints and processes.

Qualifications

• Self-motivated and collaborative team player with a solutions-oriented mindset.
• Strong analytical thinking with the ability to translate insights into action.
• Excellent communications and stakeholder engagement skills.
• User-centric mindset with experience applying behavioural insights, journey mapping and design thinking.
• Familiarity with AI tools and their practical application in service or operations contexts.

Responsabilités

• Gather and synthesise data and customer insights from multiple sources.
• Design and implement solutions that elevate service quality.
• Review customer touchpoints and internal processes; co-create service policies and standards.
• Monitor adoption and measure impact of changes.
• Facilitate workshops and engagement sessions for internal teams and external customers.
• Support change management plans and service delivery initiatives.

Connaissances

Analytical thinking

Stakeholder engagement

Communication skills

User-centric mindset

Design thinking

Journey mapping

Business process re-engineering

Facilitation skills

AI tools

Formation

Relevant degree in Business, Social Sciences, Economics, Business Analytics or Service Design

Outils

Data analysis tools

Description du poste

HDB Housing & Development Board is seeking an Organisational Excellence Manager to drive service transformation through data and human-centered design. You will unite people, data, and ideas to shape service design, delivery, and continuous improvement while collaborating with diverse stakeholders.

The role focuses on gathering insights, co-creating policies, and monitoring impact, with emphasis on end-to-end improvement across touchpoints and processes.