Job Description
What The Role Is
As an Organisational Excellence Manager, you should be interested and passionate about sense-making across a broader lens to value-add as an igniter and integrator who would put together resources in an optimal manner to support service transformation efforts. Prior experience in work of a similar nature involving customer experience design and transformation would be an advantage. The role is not about event management or mere coordination of inputs.
What You Will Be Working On
You will be part of a change management team to drive organisational transformation efforts. You would gather customer insights from various data points, analyse trends and patterns, identify and lead solutions to transform the service. This would be done through the review of processes and touchpoints. You will partner key stakeholders to formulate service policies, standards and agreed service outcomes, monitor and measure the level of adoption and success.
You should be passionate about customer experience design, sense-making and information synthesis, and doing internal engagement work with key stakeholders to co-create solutions that bring about service transformation. Your work could include handling escalated cases brought to the Quality Service Manager's Office, conducting audits, workshops, briefings to engage both internal and external customers, and monitoring and analysing performance indicators on service delivery.
What We Are Looking For
You should possess a background in Business, Social Sciences, Economics, or any other suitable discipline. You should have a customer-centric persona, experience in applying behavioural insights, design thinking, journey mapping, be adept at using research and analytical tools and have good facilitation skills to engage both internal and external customers. Knowledge and practical application of AI tools would be an advantage. You are a self-motivated team player, with a positive, inquisitive mind-set, good analytical, interpersonal, writing and presentation skills.
Successful applicants will be offered 1-year contract for a start. Fresh graduates are welcome to apply.
All applicants will be notified on whether they are shortlisted for the position within 4 weeks of the closing date of this job posting
