114 Customer Intelligence jobs in Singapore

Are you a strategic leader with a passion for transforming public services through data-driven insights and human-centred design? You'll be part of a mission-driven organisation that puts people at the centre of public health services.

Location: Central

Salary: Up to $12K Basic and additional bonuses

Job Scope:

• Design and lead robust strategies to collect, analyse, and interpret insights from surveys, feedback platforms, and service interactions.
• Spearhead key segmentation projects such as Know-Your-Customer (KYC), ensuring targeted and inclusive service delivery.
• Leverage analytics tools (e.g. Power BI, machine learning, survey platforms) to create impactful dashboards and reporting.
• Present regularly at senior forums to influence strategic priorities and advocate for citizen-centric innovation.
• Lead cross-functional teams in redesigning public services using Human-Centred Design (HCD) methods.
• Inspire and manage a multidisciplinary team across Customer Experience, Insights, and Service Design portfolios.

Requirements:

• Bachelor's Degree in Business, Statistics, Service Design, Data Analytics, or a related field
• At least 10 to 12 years' of progressive experience in customer experience, market research or service design
• Excellent analytical and problem-solving skills, with hands-on experience using statistical software
• Familiarity with survey tools, customer data management platforms
• Practical knowledge of process improvement methodologies like BPR, Six Sigma, Lean

By submitting your resume, you consent to the collection, use, and disclosure of your personal information per ScienTec's Privacy Policy (scientecconsulting.com/privacy-policy).

This authorizes us to:

Contact you about potential opportunities.

Delete personal data as it is not required at this application stage.

All applications will be processed with strict confidence. Only shortlisted candidates will be contacted.

Law XinXuan Stesha - R25128662

ScienTec Consulting Pte Ltd - 11C5781

The Customer Insights Leadership role involves spearheading customer insights projects to uncover trends, identify root causes, and highlight opportunities for enhancing the customer experience.

• Develop and execute effective strategies to collect, analyze, and interpret customer insights from various sources.
• Conduct in-depth analyses of customer feedback, behavior patterns, and interaction data to inform business decisions.
• Translate customer insights into actionable recommendations addressing pain points and experience gaps across critical touchpoints.

This position requires a strong analytical mind, excellent communication skills, and the ability to lead cross-functional teams in designing and implementing service enhancements using Human-Centred Design (HCD) approaches.

• 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 organization's CX maturity objectives.

• Lead and drive customer insights projects such as Know-Your-Customer segmentation and other related initiatives.
• Communicate findings and insight-based recommendations to internal stakeholders to support data-driven decision-making.
• Collaborate with cross-divisional and functional teams to drive process improvements and lead continuous enhancement efforts aimed at optimizing service delivery.

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

We are looking for a Deputy Director to enhance customer satisfaction and touchpoints improvements, who will play a pivotal role within our organisation, to lead the development and implementation of a comprehensive customer insights programme, oversee customer survey management, and lead CX strategy implementation and service process improvement initiatives.

Sector: Public Service

Job Responsibilities:

Customer Insights & Analytics

• Develop and implement strategies to collect and analyse customer insights from various channels
• Translate customer data into actionable recommendations to address pain points across touchpoints
• Lead segmentation and other insight-related projects
• Present insights to internal stakeholders to support data-driven decision-making
• Use analytics, ML and automation tools to enhance insight generation
• Build Power BI / survey dashboards to support visualisation and reporting

CX Strategy & Community of Practice

• Develop and implement CX strategy and roadmap aligned to citizen-centric outcomes
• Establish CX standards and governance for consistent service delivery
• Lead CX Community of Practice to build capabilities and scale best practices
• Provide regular progress updates to senior stakeholders
• Drive change management efforts to embed new CX initiatives

Service Design & Continuous Improvement

• Lead service design projects using HCD methodologies (from journey mapping to prototyping and delivery)
• Use customer insights to redesign end-to-end customer journeys
• Embed continuous improvement and feedback loops to optimise services

Team Leadership & Budget Management

• Lead and inspire cross-functional CX, insights, and service design teams
• Develop team capabilities through coaching and learning opportunities
• Manage CX and service transformation budgets and resource allocation
• Oversee procurement and contract management, ensuring compliance and performance

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).

By submitting your resume, you consent to the collection, use, and disclosure of your personal information per ScienTec's Privacy Policy (scientecconsulting.com/privacy-policy).

This authorizes us to:

Contact you about potential opportunities.

Delete personal data as it is not required at this application stage.

All applications will be processed with strict confidence. Only shortlisted candidates will be contacted.

Chloe Chew (R1768631)

ScienTec Consulting Pte Ltd | 11C5781

Overview

As a Management Trainee , you will undergo structured rotations across Product, Operations, Sales, and Marketing , gaining hands-on experience in Supply Chain trade intelligence solutions, market expansion, and B2B sales strategies.

Key Responsibilities

• Develop a strong understanding of global trade intelligence, customs data, and industry trends.
• Gain hands-on experience with trade intelligence products, including APIs, SaaS platforms, and analytics tools.
• Conduct market research and competitive analysis to identify business opportunities.
• Support B2B sales efforts by generating leads, managing CRM systems, and assisting in client engagement.
• Prepare and deliver sales presentations, proposals, and business reports for potential clients.
• Assist in digital marketing initiatives such as SEO, Google Ads, LinkedIn outreach, and content creation.
• Develop trade reports, case studies, and marketing materials to support branding and business development.
• Work with the Product team to enhance SaaS and API functionalities based on client feedback.
• Contribute to pricing, bundling, and go-to-market strategies to support revenue growth.
• Collaborate with cross-functional teams to drive market expansion efforts in SEA, Americas, and EU regions.

Who We Are Looking For

️ Bachelor’s degree in Business, Marketing, International Trade, or related fields.

️ 0-2 years of experience in B2B sales, marketing, or product-related roles (Fresh graduates are welcome).

️ Strong analytical skills with an interest in trade data and market intelligence.

️ Excellent communication and presentation skills for client engagement.

️ Self-motivated with a growth mindset and the ability to adapt in a fast-paced environment.

Why Join Us?

Fast-track career development into Product, Sales, or Marketing leadership roles .

Exposure to high-impact projects in a global trade intelligence company.

Work alongside industry experts and mentors to accelerate learning.

Competitive salary with performance-based career progression .

Join to apply for the Deputy Director, Customer Insights & Service Process Improvement role at Health Promotion Board

Join to apply for the Deputy Director, Customer Insights & Service Process Improvement role at Health Promotion Board

(What the role is)

Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being.

(What the role is)

Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being.

To serve Singaporeans, HPB engages its customers via online and offline touchpoints such as outreach through the different settings including workplaces, schools, community, health screening/ school health and dental services. HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, and conduct roadshows in support of specific programmes.

As we embark on a transformation journey to enhance our customer experience delivery across the various touchpoints, we are looking for a data-driven leader with a proven track record in enhancing customer satisfaction and touchpoints improvements, who will play a pivotal role within our organisation, to lead the development and implementation of a comprehensive customer insights programme, oversee customer survey management, and lead CX strategy implementation and service process improvement initiatives.

(What you will be working on)

• 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.
  
  

• 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).
  
  

• 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.

• Seniority level Director

• Employment type Full-time

• Job function Marketing and Sales
• Industries Wellness and Fitness Services

Referrals increase your chances of interviewing at Health Promotion Board by 2x

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Deputy Director, Customer Insights & Service Process Improvement page is loadedDeputy Director, Customer Insights & Service Process Improvement Apply locations Health Promotion Board time type Full time posted on Posted 4 Days Ago job requisition id JR-100042961

(What the role is)

(What you will be working on)

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

(What we are looking for)

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.

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