Station Experience Lead – Transit Operations

Land Transport Authority (LTA) Singapore; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

Land Transport Authority (LTA) Singapore is seeking a Deputy/Assistant Manager in Customer Experience to oversee the service quality governance and tenant operations across Woodlands North Station. You will act as the daily point of contact for station tenants, manage commuter feedback, and ensure service delivery standards are met.

The role emphasizes cross-functional collaboration, site visits, and timely remediation of issues with contractors, while reporting on performance and trends to

Qualifications

• Experience in service quality management or customer experience operations.
• Experience managing tenant or client relationships in an operational setting.
• Preferably 2 years of working experience in tenant management or related field.
• Familiarity with feedback management platforms or CRM tools is advantageous.
• Strong analytical, communication, writing and presentation skills.
• Attention to detail and ability to liaise with stakeholders across levels.
• Fresh graduates are welcome to apply.

Responsibilities

• Oversee the feedback-to-remediation loop with the contractor, ensuring issues are highlighted, tracked, escalated and closed.
• Deliver customer experience standards across all commuter touchpoints and monitor contractor performance against service benchmarks.
• Synthesize qualitative and quantitative feedback into clear management reporting.
• Produce monthly service quality reports with trend analysis, contractor compliance and tenant feedback.
• Track open service quality and tenant issues with timely closure and audit trails.
• Monitor tenant operational performance and escalate systemic issues affecting commuters.

Skills

Service quality management

Customer experience operations

Tenant relationship management

Stakeholder liaison

CRM platforms

Feedback management

Analytical skills

Communication and writing

Site visits / fieldwork

Tools

CRM platforms

Feedback management platforms

Job description

Land Transport Authority (LTA) Singapore is seeking a Deputy/Assistant Manager in Customer Experience to oversee the service quality governance and tenant operations across Woodlands North Station. You will act as the daily point of contact for station tenants, manage commuter feedback, and ensure service delivery standards are met.

The role emphasizes cross-functional collaboration, site visits, and timely remediation of issues with contractors, while reporting on performance and trends to