Specialist, Service Development & Delivery

Singapore Post Limited; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading logistics company in Singapore is seeking a Customer Experience Data Analyst to enhance customer engagement through data-driven insights. Responsibilities include developing customer journey maps, analyzing feedback, and coordinating projects with cross-functional teams. Ideal candidates will have at least 2 years of experience, strong analytical skills, and effective communication abilities. Join us to transform customer experiences and support our go-to-market initiatives.

Qualifications

• Minimum of 2 years’ experience in similar roles.
• Strong analytical and critical thinking capabilities.
• Excellent communication and interpersonal skills.

Responsibilities

• Develop and update customer journey maps from diverse data sources.
• Analyze customer feedback to identify trends and pain points.
• Prepare reports summarizing findings and propose solutions.
• Coordinate cross-functional teams for project tasks.
• Assist in marketing campaigns and support product operations.

Skills

Analytical thinking

Problem-solving

Interpersonal skills

Communication skills

Team collaboration

Stakeholder management

Tools

Project management methodologies (Agile, Lean Six Sigma)

Job description

Customer Experience Data Analysis

• Develop and update customer journey maps by helping to gather and organize data across various touchpoints
• Analyze and synthesize customer feedback from surveys, support tickets, and internal departments to identify trends and pain points
• Prepare reports and presentations that summarize findings and propose potential solutions
• Collect and analyse data across touchpoints and new initiatives to analyse customers behavior and trends, identifying potential gaps to be addressed

Project Coordination & Implementation

• Assist in the creation and documentation of project charters for new features and enhancements
• Coordinate across cross-functional teams like Tech, Operations, and Sales to ensure project tasks are on track
• Testing of new enhancements and features to ensure operational readiness
• Support the manager in managing project timelines and tracking progress
• Assist in conducting and providing materials for training sessions on new features for internal teams

Go-to-Market initiatives:

• Draft content for internal and external communications about service enhancements
• Assist in the execution of marketing campaigns by coordinating with the Marketing and Sales teams
• Support day-to-day product operations, including gathering information for pricing updates and tracking revenue data

Requirements

• Minimum of 2 years’ experience
• Analytical, critical thinker and problem-solving skills
• Good interpersonal and communication skills
• Team player, Stakeholder management and self-motivated
• Knowledge of project management methodologies (Agile, Lean Six Sigma would be a plus)