74 Customer Insights jobs in Singapore

Role Overview:

As a Customer Insights Manager at Japfa, you will be the voice of the customer across all our business lines—chicken, beef, seafood, and value-added products. You will lead the effort to deeply understand consumer behaviour, preferences, and market trends across Indonesia and other key Southeast Asian markets. Your insights will inform marketing strategy, product innovation, channel mix, and brand positioning for both B2C and B2B segments.

Key Responsibilities:

1. Insight Generation & Analysis

· Design and execute qualitative and quantitative research to understand customer needs, attitudes, and behaviors.

· Analyze data from internal sources (e.g., sales, CRM, digital platforms) and external partners (e.g., Nielsen, Kantar, social listening).

· Generate actionable insights that guide business decisions and marketing investments.

2. Customer Segmentation & Persona Development

· Build and maintain detailed customer segments and personas, and foodservice operators.

· Identify unmet needs and opportunities within and across segments.

3. Category and Brand Health Tracking

· Develop and manage tools to measure brand awareness, consideration, NPS, and other key health metrics.

· Monitor competitor positioning and emerging trends within relevant protein and food categories.

4. Collaboration with Marketing, Sales, and Product Teams

· Work closely with brand managers to test creative campaigns and refine positioning.

· Partner with product development to evaluate new concepts, pricing models, and go-to-market strategies.

· Support sales teams with insights into trade/customer requirements and pain points.

5. Customer Feedback Loop

· Design and maintain ongoing Voice of Customer programs (surveys, focus groups, interviews).

· Integrate feedback from D2C touchpoints (e-commerce, social, customer service) into strategy discussions.

Requirements:

· Bachelor's or Master's degree in Marketing, Business, Psychology, Statistics, or a related field.

· 5+ years of experience in market research, consumer insights, or customer experience.

· Proven experience with both qualitative and quantitative research methodologies.

· Strong analytical skills, with the ability to translate complex data into compelling narratives.

· Experience working with FMCG, agriculture, or food companies preferred.

· Excellent communication skills and ability to influence stakeholders across functions.

Preferred Tools/Experience:

· SPSS, Tableau, Power BI, or Google Looker Studio

· Nielsen/Euromonitor/Kantar data tools

· Social listening platforms like Brandwatch or Meltwater

· Google Analytics, Meta Insights, or similar digital platforms

• Develop and execute effective strategies to collect, analyse, and interpret customer insights from various sources-including surveys, feedback tools, and customer interactions.
• Perform detailed analyses of customer feedback, behaviour patterns, and interaction data to uncover trends, identify root causes, and highlight opportunities to improve the customer experience.
• Convert customer insights into actionable recommendations, addressing pain points and experience gaps across critical touchpoints.
• Lead and manage customer insights projects such as Know-Your-Customer segmentation and other related initiatives.
• Communicate findings and insight-based recommendations to internal stakeholders (e.g., programme and service teams) to support data-driven decision-making and the development of improvement plans.
• Work collaboratively with cross-divisional and functional teams to drive process improvements and lead continuous enhancement efforts aimed at optimising service delivery.
• Apply data analytics, machine learning, and automation tools directly to improve the generation and application of customer insights across operations.
• Build and improve reporting dashboards using Power BI and survey platform tools to simplify data visualisation and enhance stakeholder reporting.

• Design and execute a comprehensive Customer Experience (CX) strategy and roadmap, with clear goals, engagement plans, and actionable initiatives to promote citizen-centricity and drive system-wide adoption of CX principles.
• Define and implement CX standards and governance frameworks to ensure a consistent and high-quality experience across all service touchpoints.
• Lead the implementation of the CX Community of Practice (CoP), collaborating across divisions to build CX capabilities, facilitate engagement, and promote the sharing and scaling of best practices.
• Provide regular progress updates and present at senior CX forums to support strategic prioritisation and informed decision-making through data and insights.
• Roll out organisation-wide change management initiatives to support the adoption of the new CX strategy-addressing change resistance, implementing mitigation plans, and fostering a culture of adaptability, openness, and continuous improvement.

• Lead cross-functional teams in the design and implementation of service enhancements using Human-Centred Design (HCD) approaches-from gathering insights and mapping customer journeys to prototyping and delivering solutions for Service Design projects.
• Champion continuous improvement efforts by embedding iterative feedback loops that refine service delivery and respond to evolving needs.
• Leverage customer insights and behavioural data to redesign end-to-end service journeys, ensuring they are intuitive, inclusive, and aligned with citizen needs and expectations.

• Provide leadership to cross-functional teams across CX, insights, and service design, fostering a culture of collaboration, innovation, and accountability.
• Build team capabilities through coaching, mentoring, and structured learning initiatives aligned with the organisation's CX maturity objectives.
• Strategically plan, track, and manage budgets across the CX and service transformation portfolios to ensure optimal resource allocation.
• Oversee procurement and contract management activities, ensuring compliance, achievement of intended outcomes, and strong vendor relationship management for maximum value to the organisation.
• Monitor contract performance and adherence to requirements throughout the entire contract lifecycle.

• Bachelor's degree in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Professional certifications in areas such as Customer Experience Management (CXM), Service Design, Agile methodologies, Business Process Reengineering (BPR), Six Sigma, Lean methodologies, or data analytics (e.g., SAS, SPSS, Python) are advantageous.
• At least 10-12 years of progressive experience in customer experience, market research, service management, or data analytics.
• Demonstrated experience in leading and managing high-performing teams.
• Proven ability to develop and execute customer experience strategies.
• Strong analytical and problem-solving capabilities, with proficiency in data analysis, statistical tools, and key driver analysis.
• Hands-on experience in designing and administering customer surveys and conducting customer research.
• Knowledge of survey management systems, customer data management, and data warehousing practices.
• Familiarity with process improvement methodologies such as BPR, Six Sigma, Lean, and techniques like service blueprinting.
• Proficient in data visualisation tools such as Power BI or Tableau, and process mapping software such as Microsoft Visio.

Position Summary

Job Title: Product Consultant

Overview

Gather and analyze customer feedback, user behavior, and industry best practices to comprehend evolving customer needs and pain points. This role involves collaborating with cross-functional teams to contribute to the overall product strategy, ensuring alignment.

Main Responsibilities

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• Conduct comprehensive analysis of customer feedback, user behavior, and industry trends to identify areas for improvement.
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• Collaborate with Product Management and Engineering teams to develop a cohesive product strategy and roadmap.
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• Translate market and customer insights into clear, concise, and actionable product requirements and user stories for product development.
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• Develop data-driven recommendations for product enhancements, new features, and optimization based on user testing, market feedback, and data analysis.
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• Collaborate with legal and compliance teams to ensure all product features, functionalities, and user flows are designed and implemented in full compliance with relevant regulations, internal policies, and industry best practices.
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Key Skills and Qualifications

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• Excellent analytical and problem-solving skills
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• Strong collaboration and communication skills
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• Ability to translate complex data into actionable insights
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• Understanding of product development life cycles and methodologies
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• Experience working with cross-functional teams
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Benefits

This is an exciting opportunity to join a dynamic team and contribute to the development of innovative products that meet evolving customer needs.

1) Lead and Drive Customer Insights

• Develop and execute effective strategies to collect, analyse, and interpret customer insights from various sources—including surveys, feedback tools, and customer interactions.
• Perform detailed analyses of customer feedback, behaviour patterns, and interaction data to uncover trends, identify root causes, and highlight opportunities to improve the customer experience.
• Convert customer insights into actionable recommendations, addressing pain points and experience gaps across critical touchpoints.
• Lead and manage customer insights projects such as Know-Your-Customer segmentation and other related initiatives.
• Communicate findings and insight-based recommendations to internal stakeholders (e.g., programme and service teams) to support data-driven decision-making and the development of improvement plans.
• Work collaboratively with cross-divisional and functional teams to drive process improvements and lead continuous enhancement efforts aimed at optimising service delivery.
• Apply data analytics, machine learning, and automation tools directly to improve the generation and application of customer insights across operations.
• Build and improve reporting dashboards using Power BI and survey platform tools to simplify data visualisation and enhance stakeholder reporting.

2) CX Strategy and Execution of CX Community of Practice

• Design and execute a comprehensive Customer Experience (CX) strategy and roadmap, with clear goals, engagement plans, and actionable initiatives to promote citizen-centricity and drive system-wide adoption of CX principles.
• Define and implement CX standards and governance frameworks to ensure a consistent and high-quality experience across all service touchpoints.
• Lead the implementation of the CX Community of Practice (CoP), collaborating across divisions to build CX capabilities, facilitate engagement, and promote the sharing and scaling of best practices.
• Provide regular progress updates and present at senior CX forums to support strategic prioritisation and informed decision-making through data and insights.
• Roll out organisation-wide change management initiatives to support the adoption of the new CX strategy—addressing change resistance, implementing mitigation plans, and fostering a culture of adaptability, openness, and continuous improvement.

3) Lead and Drive Service Design

• Lead cross-functional teams in the design and implementation of service enhancements using Human-Centred Design (HCD) approaches—from gathering insights and mapping customer journeys to prototyping and delivering solutions for Service Design projects.
• Champion continuous improvement efforts by embedding iterative feedback loops that refine service delivery and respond to evolving needs.
• Leverage customer insights and behavioural data to redesign end-to-end service journeys, ensuring they are intuitive, inclusive, and aligned with citizen needs and expectations.

4) Team Leadership, People Development, and Budget Management

• Provide leadership to cross-functional teams across CX, insights, and service design, fostering a culture of collaboration, innovation, and accountability.
• Build team capabilities through coaching, mentoring, and structured learning initiatives aligned with the organisation's CX maturity objectives.
• Strategically plan, track, and manage budgets across the CX and service transformation portfolios to ensure optimal resource allocation.
• Oversee procurement and contract management activities, ensuring compliance, achievement of intended outcomes, and strong vendor relationship management for maximum value to the organisation.
• Monitor contract performance and adherence to requirements throughout the entire contract lifecycle.

• Bachelor's degree in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Professional certifications in areas such as Customer Experience Management (CXM), Service Design, Agile methodologies, Business Process Reengineering (BPR), Six Sigma, Lean methodologies, or data analytics (e.g., SAS, SPSS, Python) are advantageous.
• At least 10–12 years of progressive experience in customer experience, market research, service management, or data analytics.
• Demonstrated experience in leading and managing high-performing teams.
• Proven ability to develop and execute customer experience strategies.
• Strong analytical and problem-solving capabilities, with proficiency in data analysis, statistical tools, and key driver analysis.
• Hands-on experience in designing and administering customer surveys and conducting customer research.
• Knowledge of survey management systems, customer data management, and data warehousing practices.
• Familiarity with process improvement methodologies such as BPR, Six Sigma, Lean, and techniques like service blueprinting.
• Proficient in data visualisation tools such as Power BI or Tableau, and process mapping software such as Microsoft Visio.

We regret to inform that only shortlisted candidate will be notifed.

Justin Lee

Registration No: R22107715

APBA TG Human Resource Pte Ltd

EA License: 14C7275

Job Scope:

Lead and Drive Customer Insights

• Design and implement robust strategies for gathering, analysing, and interpreting customer insights from diverse channels—including surveys, survey tools, feedback mechanisms, and customer interactions.
• Conduct in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for experience enhancement.
• Translate customer insights into actionable recommendations that pinpoint pain points and experience gaps across key touchpoints.
• Drive and execute Know-your-customer segmentation and other customer insights related projects
• Present findings and insight-driven recommendations to internal stakeholders (e.g., programme and service teams) to support evidence-based decision-making to formulate action plans for improvements.
• Collaborate with cross-divisional/functional teams to implement process enhancements and lead continuous improvement initiatives to optimise service delivery.
• Use data analytics, machine learning, and automation tools firsthand to enhance how insights are generated and applied across operations.
• Develop and enhance reporting dashboards using Power BI and survey platform tool to streamline data visualisation and stakeholder reporting

CX Strategy and Execution of CX Community of Practice

• Develop and implement a comprehensive CX strategy and roadmap, outlining clear objectives, engagement strategies and actionable initiatives to drive citizen-centricity and system-wide CX adoption.
• Establish CX standards and governance processes to embed a consistent and high-quality experience across all service areas.
• Lead the execution of the CX Community of Practice (CoP), working across divisions to build CX capabilities, drive CX related communication and engagement to foster collaboration and scale best practices.
• Provide regular updates and present updates at senior CX forums, enabling strategic prioritisation and supporting data-informed decision-making.
• Activate board-wide change management strategies to drive adoption of the new CX strategy—identifying and addressing barriers to change, develop mitigation strategies, fostering a culture of openness and adaptability and continuous learning.

Lead and Drive Service Design

• Lead cross-functional teams in designing and implementing service improvements using Human-Centred Design (HCD) methods—from insight gathering and journey mapping to prototyping and delivery for Service Design projects.
• Drive continuous improvement initiatives, embedding iterative feedback loops to optimise service delivery and address emerging needs.
• Utilise customer insights and behavioural data to reimagine end-to-end service journeys—ensuring they are intuitive, inclusive, and aligned to citizen goals.

Team Leadership, People Development, and Budget Management

• Lead and inspire cross-functional CX, insights, and service design teams, fostering collaboration, innovation, and accountability.
• Develop team capabilities through coaching, mentoring, and structured learning opportunities, aligned to the organisation’s CX maturity goals.
• Plan, monitor, and manage budgets across CX and service transformation portfolios, ensuring strategic allocation of resources.
• Oversee procurement and contract management processes, ensuring compliance, delivery of outcomes, and optimisation of the value for the organisation as well as vendor relationships.
• Monitor contract performance and compliance throughout the contract lifecycle.

Job Requirements:

• Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
• Minimum of 10-12 years of progressive experience in customer experience, market research, service management, and data analytics.
• Proven track record in leading and managing teams.
• Experience in developing and implementing customer experience strategies.
• Strong analytical and problem-solving skills with proficiency in data analysis, statistical software, and key driver analysis.
• Experience in designing and conducting customer surveys and research.
• Knowledge of survey management systems, customer data management, and data warehousing.
• Experience in process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting.
• Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio).

Skill Requirements :

• Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
• Strong leadership skills: Proven ability to lead and inspire teams.
• Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
• Analytical mindset: Strong problem-solving skills; meticulous in data analysis and deriving actionable insights.
• Customer-centric: Passionate about delivering exceptional customer experiences.
• Results-oriented: Focus on achieving measurable outcomes and driving business impact.
• Change management: Ability to lead organisational change and overcome resistance.
• Collaboration: Strong interpersonal skills and ability to build relationships across departments.
• Influencing skills: Ability to persuade and influence stakeholders at all levels.

Working hours :

Mondays to Thursdays: 8.30am –6pm

Fridays: 8.30am –5.30pm.

Contract based

Location: Outram

EA License No.: 96C4864 (Shanice Lim Xin Ni)
Reg. No.: R22110485

Job Scope:

Lead and Drive Customer Insights

• Design and implement robust strategies for gathering, analysing, and interpreting customer insights from diverse channels—including surveys, survey tools, feedback mechanisms, and customer interactions.
• Conduct in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for experience enhancement.
• Translate customer insights into actionable recommendations that pinpoint pain points and experience gaps across key touchpoints.
• Drive and execute Know-your-customer segmentation and other customer insights related projects
• Present findings and insight-driven recommendations to internal stakeholders (e.g., programme and service teams) to support evidence-based decision-making to formulate action plans for improvements.
• Collaborate with cross-divisional/functional teams to implement process enhancements and lead continuous improvement initiatives to optimise service delivery.
• Use data analytics, machine learning, and automation tools firsthand to enhance how insights are generated and applied across operations.
• Develop and enhance reporting dashboards using Power BI and survey platform tool to streamline data visualisation and stakeholder reporting

CX Strategy and Execution of CX Community of Practice

• Develop and implement a comprehensive CX strategy and roadmap, outlining clear objectives, engagement strategies and actionable initiatives to drive citizen-centricity and system-wide CX adoption.
• Establish CX standards and governance processes to embed a consistent and high-quality experience across all service areas.
• Lead the execution of the CX Community of Practice (CoP), working across divisions to build CX capabilities, drive CX related communication and engagement to foster collaboration and scale best practices.
• Provide regular updates and present updates at senior CX forums, enabling strategic prioritisation and supporting data-informed decision-making.
• Activate board-wide change management strategies to drive adoption of the new CX strategy—identifying and addressing barriers to change, develop mitigation strategies, fostering a culture of openness and adaptability and continuous learning.

Lead and Drive Service Design

• Lead cross-functional teams in designing and implementing service improvements using Human-Centred Design (HCD) methods—from insight gathering and journey mapping to prototyping and delivery for Service Design projects.
• Drive continuous improvement initiatives, embedding iterative feedback loops to optimise service delivery and address emerging needs.
• Utilise customer insights and behavioural data to reimagine end-to-end service journeys—ensuring they are intuitive, inclusive, and aligned to citizen goals.

Team Leadership, People Development, and Budget Management

• Lead and inspire cross-functional CX, insights, and service design teams, fostering collaboration, innovation, and accountability.
• Develop team capabilities through coaching, mentoring, and structured learning opportunities, aligned to the organisation’s CX maturity goals.
• Plan, monitor, and manage budgets across CX and service transformation portfolios, ensuring strategic allocation of resources.
• Oversee procurement and contract management processes, ensuring compliance, delivery of outcomes, and optimisation of the value for the organisation as well as vendor relationships.
• Monitor contract performance and compliance throughout the contract lifecycle.

Job Requirements:

• Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
• Minimum of 10-12 years of progressive experience in customer experience, market research, service management, and data analytics.
• Proven track record in leading and managing teams.
• Experience in developing and implementing customer experience strategies.
• Strong analytical and problem-solving skills with proficiency in data analysis, statistical software, and key driver analysis.
• Experience in designing and conducting customer surveys and research.
• Knowledge of survey management systems, customer data management, and data warehousing.
• Experience in process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting.
• Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio).

Skill Requirements :

• Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
• Strong leadership skills: Proven ability to lead and inspire teams.
• Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
• Analytical mindset: Strong problem-solving skills; meticulous in data analysis and deriving actionable insights.
• Customer-centric: Passionate about delivering exceptional customer experiences.
• Results-oriented: Focus on achieving measurable outcomes and driving business impact.
• Change management: Ability to lead organisational change and overcome resistance.
• Collaboration: Strong interpersonal skills and ability to build relationships across departments.
• Influencing skills: Ability to persuade and influence stakeholders at all levels.

Working hours :

Mondays to Thursdays: 8.30am –6pm

Fridays: 8.30am –5.30pm.

Contract based

Location: Outram

EA License No.: 96C4864 (Shanice Lim Xin Ni)
Reg. No.: R22110485

Main Role:

The person in this role will lead efforts to understand customers better, improve their experiences, design better services, and guide teams to implement these improvements across the organisation. It’s a leadership position that combines data analysis, strategy, service design, and team management.

Key Responsibilities:

1. Understanding Customer Needs (Customer Insights)

· Create strong systems (like surveys or feedback tools) to collect and study what customers are saying or doing.

· Analyze feedback and behavior to find patterns, problems, and areas to improve.

· Turn this information into practical suggestions for improving services.

· Lead projects that help segment and understand different customer groups.

· Share insights with other teams to help them make better decisions.

· Work with different departments to fix processes and improve services.

· Use tools like data analytics and automation to get better insights.

· Build dashboards (using tools like Power BI) to present data in a clear way.

2. Improving Customer Experience (CX Strategy & Community of Practice)

· Develop a clear plan and strategy to make customer experience a priority across the organisation.

· Set up guidelines and processes to ensure a consistently good experience for all customers.

· Lead a group (Community of Practice) that brings teams together to share knowledge and improve customer experience.

· Give regular updates to senior leaders to help them make strategic decisions.

· Manage change within the organisation—helping people adapt to new ways of thinking and working focused on customer needs.

3. Designing Better Services (Service Design)

· Lead projects that use human-centred design (HCD) to create better services—from understanding user needs to testing and delivering solutions.

· Constantly look for ways to improve services based on ongoing feedback.

· Use customer data to redesign service journeys so they are easy, inclusive, and focused on the customer.

4. Team Leadership, Training, and Budgetin g

· Lead and motivate a team of people who work in customer experience, insights, and service design.

· Help team members grow through mentoring and training.

· Plan and manage the budget for customer experience projects.

· Handle contracts with vendors and make sure they deliver good results.

Job Requirements:

· A Degree in business, service design, data analytics, or related fields.

· Extra certifications in CX, service design, agile, data tools (e.g., Python, SPSS), or process improvement are a plus.

Experience:

· 10–12 years working in areas like customer experience, research, service management, or analytics.

· Experience leading teams and implementing customer-focused strategies.

· Strong in data analysis and using tools like Power BI or Tableau.

· Experience improving processes and managing large-scale change.

Location : Town

Interested application, please submit your resume to

We regret to inform that only shortlisted candidates will be contacted.

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PERSOLKELLY Singapore Pte Ltd EA License No. 01C4394 I RCB No. 20007268E EA Reg. No. R1107631

Our client is committed to promoting a healthier Singapore by delivering personalised, intuitive experiences that support holistic well-being. They engage the public across multiple touch-points — from workplaces and schools to community settings, health screenings, and dental services — supported by digital platforms such as their mobile app, website, contact centre, and social media. As part of their transformation journey to enhance customer experience, our client seeks a data-driven leader to spearhead customer insights, survey management, and service process improvements. This role will be pivotal in shaping and implementing customer experience strategies that drive satisfaction and impact.

Responsibilities:

The responsibilities of the successful candidate will include:

1) Lead and Drive Customer Insights

• Design and implement robust strategies for gathering, analysing, and interpreting customer insights from diverse channels—including surveys, survey tools, feedback mechanisms, and customer interactions.
• Conduct in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for experience enhancement.
• Translate customer insights into actionable recommendations that pinpoint pain points and experience gaps across key touchpoints.
• Drive and execute Know-your-customer segmentation and other customer insights related projects.
• Present findings and insight-driven recommendations to internal stakeholders (e.g., programme and service teams) to support evidence-based decision-making to formulate action plans for improvements.
• Collaborate with cross-divisional/functional teams to implement process enhancements and lead continuous improvement initiatives to optimise service delivery.
• Use data analytics, machine learning, and automation tools firsthand to enhance how insights are generated and applied across operations.
• Develop and enhance reporting dashboards using Power BI and survey platform tool to streamline data visualisation and stakeholder reporting

2) CX Strategy and Execution of CX Community of Practice

• Develop and implement a comprehensive CX strategy and roadmap, outlining clear objectives, engagement strategies and actionable initiatives to drive citizen-centricity and system-wide CX adoption.
• Establish CX standards and governance processes to embed a consistent and high-quality experience across all service areas.
• Lead the execution of the CX Community of Practice (CoP), working across divisions to build CX capabilities, drive CX related communication and engagement to foster collaboration and scale best practices.
• Provide regular updates and present updates at senior CX forums, enabling strategic prioritisation and supporting data-informed decision-making.
• Activate board-wide change management strategies to drive adoption of the new CX strategy—identifying and addressing barriers to change, develop mitigation strategies, fostering a culture of openness and adaptability and continuous learning

3) Lead and Drive Service Design

• Lead cross-functional teams in designing and implementing service improvements using Human-Centred Design (HCD) methods—from insight gathering and journey mapping to prototyping and delivery for Service Design projects.
• Drive continuous improvement initiatives, embedding iterative feedback loops to optimise service delivery and address emerging needs.
• Utilise customer insights and behavioural data to reimagine end-to-end service journeys—ensuring they are intuitive, inclusive, and aligned to citizen goals.

(4) Team Leadership, People Development, and Budget Management

• Lead and inspire cross-functional CX, insights, and service design teams, fostering collaboration, innovation, and accountability.
• Develop team capabilities through coaching, mentoring, and structured learning opportunities, aligned to the organisation’s CX maturity goals.
• Plan, monitor, and manage budgets across CX and service transformation portfolios, ensuring strategic allocation of resources.
• Oversee procurement and contract management processes, ensuring compliance, delivery of outcomes, and optimisation of the value for the organisation as well as vendor relationships.
• Monitor contract performance and compliance throughout the contract lifecycle.

Requirements

• Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
• Minimum of 10-12 years of progressive experience in customer experience, market research, service management, and data analytics.
• Proven track record in leading and managing teams.
• Experience in developing and implementing customer experience strategies.
• Strong analytical and problem-solving skills with proficiency in data analysis, statistical software, and key driver analysis.
• Experience in designing and conducting customer surveys and research.
• Knowledge of survey management systems, customer data management, and data warehousing.
• Experience in process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting.
• Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio).

Skills Requirements:

• Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
• Strong leadership skills: Proven ability to lead and inspire teams.
• Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
• Analytical mindset: Strong problem-solving skills; meticulous in data analysis and deriving actionable insights.Customer-centric: Passionate about delivering exceptional customer experiences.
• Results-oriented: Focus on achieving measurable outcomes and driving business impact.
• Change management: Ability to lead organisational change and overcome resistance.
• Collaboration: Strong interpersonal skills and ability to build relationships across departments.
• Influencing skills: Ability to persuade and influence stakeholders at all levels.

The selected candidate can look forward to a competitive remuneration package consisting of basic salary, 13th month AWS and variable/performance bonuses.

Interested and suitably qualified applicants, please apply here or email to:-

Reg No: R1550439

EA Licence No: 14C7334

We regret that only shortlisted candidates will be notified.

Our client is committed to promoting a healthier Singapore by delivering personalised, intuitive experiences that support holistic well-being. They engage the public across multiple touch-points — from workplaces and schools to community settings, health screenings, and dental services — supported by digital platforms such as their mobile app, website, contact centre, and social media. As part of their transformation journey to enhance customer experience, our client seeks a data-driven leader to spearhead customer insights, survey management, and service process improvements. This role will be pivotal in shaping and implementing customer experience strategies that drive satisfaction and impact.

Responsibilities:

The responsibilities of the successful candidate will include:

1) Lead and Drive Customer Insights

• Design and implement robust strategies for gathering, analysing, and interpreting customer insights from diverse channels—including surveys, survey tools, feedback mechanisms, and customer interactions.
• Conduct in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for experience enhancement.
• Translate customer insights into actionable recommendations that pinpoint pain points and experience gaps across key touchpoints.
• Drive and execute Know-your-customer segmentation and other customer insights related projects.
• Present findings and insight-driven recommendations to internal stakeholders (e.g., programme and service teams) to support evidence-based decision-making to formulate action plans for improvements.
• Collaborate with cross-divisional/functional teams to implement process enhancements and lead continuous improvement initiatives to optimise service delivery.
• Use data analytics, machine learning, and automation tools firsthand to enhance how insights are generated and applied across operations.
• Develop and enhance reporting dashboards using Power BI and survey platform tool to streamline data visualisation and stakeholder reporting

2) CX Strategy and Execution of CX Community of Practice

• Develop and implement a comprehensive CX strategy and roadmap, outlining clear objectives, engagement strategies and actionable initiatives to drive citizen-centricity and system-wide CX adoption.
• Establish CX standards and governance processes to embed a consistent and high-quality experience across all service areas.
• Lead the execution of the CX Community of Practice (CoP), working across divisions to build CX capabilities, drive CX related communication and engagement to foster collaboration and scale best practices.
• Provide regular updates and present updates at senior CX forums, enabling strategic prioritisation and supporting data-informed decision-making.
• Activate board-wide change management strategies to drive adoption of the new CX strategy—identifying and addressing barriers to change, develop mitigation strategies, fostering a culture of openness and adaptability and continuous learning

3) Lead and Drive Service Design

• Lead cross-functional teams in designing and implementing service improvements using Human-Centred Design (HCD) methods—from insight gathering and journey mapping to prototyping and delivery for Service Design projects.
• Drive continuous improvement initiatives, embedding iterative feedback loops to optimise service delivery and address emerging needs.
• Utilise customer insights and behavioural data to reimagine end-to-end service journeys—ensuring they are intuitive, inclusive, and aligned to citizen goals.

(4) Team Leadership, People Development, and Budget Management

• Lead and inspire cross-functional CX, insights, and service design teams, fostering collaboration, innovation, and accountability.
• Develop team capabilities through coaching, mentoring, and structured learning opportunities, aligned to the organisation's CX maturity goals.
• Plan, monitor, and manage budgets across CX and service transformation portfolios, ensuring strategic allocation of resources.
• Oversee procurement and contract management processes, ensuring compliance, delivery of outcomes, and optimisation of the value for the organisation as well as vendor relationships.
• Monitor contract performance and compliance throughout the contract lifecycle.

Requirements

• Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
• Minimum of 10-12 years of progressive experience in customer experience, market research, service management, and data analytics.
• Proven track record in leading and managing teams.
• Experience in developing and implementing customer experience strategies.
• Strong analytical and problem-solving skills with proficiency in data analysis, statistical software, and key driver analysis.
• Experience in designing and conducting customer surveys and research.
• Knowledge of survey management systems, customer data management, and data warehousing.
• Experience in process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting.
• Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio).

Skills Requirements:

• Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
• Strong leadership skills: Proven ability to lead and inspire teams.
• Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
• Analytical mindset: Strong problem-solving skills; meticulous in data analysis and deriving actionable insights.Customer-centric: Passionate about delivering exceptional customer experiences.
• Results-oriented: Focus on achieving measurable outcomes and driving business impact.
• Change management: Ability to lead organisational change and overcome resistance.
• Collaboration: Strong interpersonal skills and ability to build relationships across departments.
• Influencing skills: Ability to persuade and influence stakeholders at all levels.

The selected candidate can look forward to a competitive remuneration package consisting of basic salary, 13th month AWS and variable/performance bonuses.

Interested and suitably qualified applicants, please apply here or email to:-

Reg No: R1550439

EA Licence No: 14C7334

We regret that only shortlisted candidates will be notified.