Service Experience Architect: Journey & Training Lead

Certis; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading outsourced services partner in Singapore is seeking an Assistant Manager / Manager to drive customer service excellence. This role involves designing innovative service frameworks, leading capability-building training, and optimizing customer journeys. The ideal candidate has at least 5 years in customer service or service design and holds a relevant degree. Competitive remuneration and integral role in a purpose-driven workplace are offered.

Benefits

Competitive remuneration package

Performance-based incentives

Comprehensive medical and dental coverage

Holistic wellness initiatives

Dedicated mental health support

Qualifications

• Minimum 5 years’ experience in customer service or service design.
• Proven record of leading service transformation initiatives.
• Strong capability in journey mapping and human-centric design principles.

Responsibilities

• Lead the mapping, analysis, and enhancement of customer journeys.
• Establish and drive service standards and processes.
• Design and deliver impactful training programmes.
• Track service KPIs and implement improvements.
• Introduce innovative practices and inspire teams.

Skills

Customer service

Service design

Journey mapping

Design thinking

Training and facilitation

Education

Bachelor’s degree in Business, Hospitality, Customer Experience, Training, or related field

WSQ Advanced Certificate in Learning and Performance (ACLP)

Job description

A leading outsourced services partner in Singapore is seeking an Assistant Manager / Manager to drive customer service excellence. This role involves designing innovative service frameworks, leading capability-building training, and optimizing customer journeys. The ideal candidate has at least 5 years in customer service or service design and holds a relevant degree. Competitive remuneration and integral role in a purpose-driven workplace are offered.