Senior/Principal Manager, Customer Experience (CXDO)

[What the role is]

About the Role

The Customer Experience and Data Office (CXDO) is driving a transformative omni-channel service delivery strategy for SkillsFuture Singapore (SSG) and Workforce Singapore (WSG). We are seeking a dynamic Senior/Principal Manager to join our Customer Experience team.
This role offers an exciting opportunity to shape the future of citizen-centric service delivery across multiple service channels, including traditional inbound calls and email/portal feedback as well as emerging channels of live chat, chatbot, call-me-back appointments. . You will work at the intersection of strategy, operations, technology, and quality assurance, playing a pivotal role in our journey towards an omni-channel service model with enhanced customer satisfaction and scalable operations. You will have the unique opportunity to be part of the development and implementation of our emerging channels, and see through the end-to-end journey of a new channel implementation.

[What you will be working on]

Key Responsibilities

1. Strategic Planning and Omni-Channel Operations Management

• Lead the development and implementation of CX strategies aligned with organisational goals and public service standards, driving service transformation initiatives, including developing new channels that enhance citizen engagement and satisfaction. Maintain a clear overview of the overall CX strategy, and coordinate across the division to ensure alignment.
• Oversee day-to-day operations across omnichannel touchpoints, managing the SSG-WSG One Contact Centre (OCC) operations and coordinating with internal divisions and external vendors to ensure seamless, efficient service delivery
• Develop and refine service delivery workflows, SOPs, and processes to optimise operational effectiveness whilst managing complex and escalated customer cases

2. Technology Innovation and Digital Service Enhancement

• Drive operational readiness for technology rollouts, including AI-powered solutions and new service channels (live chat, WhatsApp, call-me-back appointments)
• Collaborate with internal and external stakeholders to leverage technology for service automation, enhanced service delivery and improved work efficiency
• Conduct feasibility assessments and pilot trials for emerging service technologies, translating insights into implementable improvements

3. Quality Assurance, Performance Management and Continuous Improvement

• Monitor and analyse CX performance metrics and service delivery quality across multiple channels, ensuring compliance with service standards and SLAs. Develop insights from the data obtained, and translate these into reports for management use
• Conduct service quality audits and investigations, lead service recovery efforts through analysing customer feedback and complaints. Conduct comprehensive post incident review to, identify root causes and address service gaps
• Develop business cases and implement quality improvement initiatives that drive continuous enhancement of customer satisfaction
• Continually apply existing service quality framework, and work with OCC to enhance and refine the framework to ensure sustained improvement in customer satisfaction

4. Knowledge Management, Capability Development and Stakeholder Engagement

• Maintain and enhance the CX knowledge repository, developing training materials and conducting capability development sessions for service staff in partnership with stakeholders
• Engage with Quality Service Management (QSM) representatives across divisions and collaborate with outsourced partners to align expectations and resolve service issues

Build relationships with other government agencies to share best practices and foster a customer-centric culture across the organisation

[What we are looking for]

Required Competencies

1. Customer Experience Strategy and Service Design

• Demonstrates deep expertise in mapping services to customer segments and designing omni-channel service journeys using behavioural insights and design thinking, with the ability to translate customer preferences and market trends into innovative service delivery models that enhance citizen engagement

2. Service Operations Excellence and Technology Innovation

• Exhibits strong capability in managing complex service operations and outsourced partnerships to deliver services according to prescribed standards, whilst demonstrating deep knowledge to provide expert advice on adoption of emerging technologies and automation opportunities that optimise service effectiveness and operational efficiency

3. Data-Driven Decision Making and Quality Management

• Applies advanced analytical skills to draw insights from service data, perform key driver and root cause analysis, and use data visualisations to support evidence-based decision-making that addresses service gaps and drives continuous quality improvement

4. Strategic Thinking and Policy Development

• Demonstrates ability to analyse existing service policies in the context of operational needs, develop compelling business cases for new service delivery models, and provide strategic feedback to close the policy feedback loop through pilot tests and evaluations

5. Leadership and Stakeholder/Project Management

• Exhibits strong leadership in managing multiple projects and diverse stakeholders simultaneously, with proven ability to influence across divisions, coach and develop team capabilities, and build collaborative relationships with government agencies and external partners to achieve shared service excellence goals

6. Customer Service Mindset

• Demonstrates unwavering commitment to customer-centricity by serving as the primary customer advocate within the organisation. Exhibits a proactive, action-oriented approach with a do it first mentality whilst consistently evaluating all work through the lens of customer impact and experience. Maintains the customer's perspective as the driving force behind decision-making and problem-solving initiatives.

Experience, Skills and Attributes

• Minimum 5-7 years of relevant experience in customer experience, service operations, or related fields

• Experience in managing omni-channel service delivery or contact centre operations

• Demonstrated ability to manage multiple projects and stakeholders simultaneously

• Knowledge of CRM systems, service portal management, and digital service channels

• Familiarity with AI and automation technologies in service delivery

• Experience in quality assurance and service standards management

• Experience working with outsourced service partners

• Strong analytical and problem-solving skills, with strong critical thinking.

• Proficiency in data analytics tools is advantageous

• Excellent communication and interpersonal skills

• Highly motivated individual, who can multi-task and work independently

• Customer-centric mindset with adaptability to work in fast-paced, evolving environments

• Results-oriented approach with resilience in handling complex, escalated cases