SENIOR MGR / MGR / DEPUTY / ASST MGR, SERVICE TRANSFORMATION TASKFORCE

What the role is

As a member of the Service Transformation Taskforce, you will drive the overall transformation efforts towards delivering delightful services through the development and implementation of policy-driven process changes, and implementation of digital strategies and products to improve the efficiency and customer experience of LTA's feedback management process.

What you will be working on

- Analyze LTA's feedback data to develop strategies and organisation-wide policy changes to streamline feedback management processes.

- Deploy and initiate data analytics projects to derive customer service insights.

- Collaborate with industry partners to leverage on emerging technologies such as Gen AI and Agentic AI to implement innovative digital solutions that can translate to productivity savings.

- Work with internal stakeholders to design and enhance customer journeys across key services, translating user needs into innovative digital solutions that ensure comprehensive service delivery.

- Drive change management and the development of internal communication plans for the taskforce.

What we are looking for

- Knowledge in any discipline, preferably with a discipline in statistics, data management

- At least 8-10 years of relevant working experience, with prior experience in digital product management or in a similar role, with demonstrated experience in enhancing user experience through innovative digital solutions

- Strong analytical skills, and competency in synthesizing information, building strong narrative and distilling concepts into concrete system and operational workflows

- Experience in change management and familiarity with Design Thinking, Behavioural Insights, or User Experience Design methodologies will be advantageous

- Ability to engage diverse stakeholders to conduct operational diagnosis and strategic visioning to assess and identify opportunities for innovation

The seniority of appointment and actual job title will be commensurate with individual work experience. Position is on a 3-year full-time contract.