Station Experience & Tenant Relations Lead

Government Technology Agency (GovTech); Singapore; On-site; SGD 55,000 - 75,000; Full time

Job summary

GovTech is seeking a Deputy/Assistant Manager, Customer Experience to oversee service quality across commuter touchpoints and tenant operations at a major transit station. You will manage the feedback loop with the contractor, produce management reports, and ensure timely issue remediation while maintaining audit trails.

The role emphasizes hands-on fieldwork, site visits, strong analytical and communication skills, and the ability to liaise with stakeholders at all levels.

Qualifications

• Knowledge in service quality management, customer experience operations, or tenant and client relationship management in transit, retail, hospitality, or public-facing infrastructure.
• Fresh graduates and candidates with no experience are welcome to apply.

Responsibilities

• Oversee the feedback-to-remediation loop with the contractor, ensuring issues are tracked, escalated where required, and closed with an audit trail.
• Deliver customer experience standards across commuter touchpoints and monitor contractor performance against service benchmarks.
• Synthesize feedback from multiple channels into actionable management reporting and produce monthly service quality reports.
• Monitor passenger experience metrics and flag deteriorating trends before public complaints or escalations.

Skills

Service quality management

Customer experience operations

Tenant relationship management

CRM tools

Data analysis

Stakeholder communication

Tools

CRM platforms

Feedback platforms

Job description

GovTech is seeking a Deputy/Assistant Manager, Customer Experience to oversee service quality across commuter touchpoints and tenant operations at a major transit station. You will manage the feedback loop with the contractor, produce management reports, and ensure timely issue remediation while maintaining audit trails.

The role emphasizes hands-on fieldwork, site visits, strong analytical and communication skills, and the ability to liaise with stakeholders at all levels.