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Assistant Director (Service Excellence & Culture) - Contract

Agency: Central Provident Fund Board
Job no.: 534169
Work type: Contract
Location: Singapore

The Central Provident Fund (CPF) is a social security savings scheme jointly supported by employees, employers and the Government. Its basic purpose is to help CPF members meet primary needs like shelter, food, clothing and health services in their old age or when they are no longer able to work. Benefits offered are to help meet one or more needs of the CPF Member in his retirement. They include withdrawals by the Member for retirement, permanent disablement, home ownership and health care. The amounts available depend on how much the Member has saved in the CPF.

The CPF Board are trustees for the CPF savings of Members. We aim to provide CPF Members, in a cost-effective manner, the widest range of quality services possible. We seek also to help employers pay CPF contributions promptly and correctly in as efficient and convenient a way as possible. Where we can, we make our assets and services available to help meet Singapore's social and economic objectives, thereby improving the quality of life of all Singaporeans and CPF Members.

Assistant Director (Service Excellence & Culture) - Contract

As trustee of the nation’s retirement savings, the Central Provident Fund (CPF) Board helps 3.8 million CPF members save for their retirement, healthcare and housing needs. Every CPF Ambassador plays a vital role in helping Singaporeans save for a secure retirement. So long as you have the passion and commitment to serve the public, you will find your niche in our big family. 

CPF members can use their CPF savings to buy a house, take care of their healthcare needs and save up for their retirement income for their golden years via the various schemes offered.  If you are meticulous, a systematic thinker and derive satisfaction from helping others, you will fit right into this job.

[Seniority of appointment will commensurate with relevant work experience.]

Job Responsibilities

  • Drive the creation, revision and delivery of meaningful customer/ employee journey by (i) reviewing end-to-end customer interactions using an outside-in approach; (ii) consulting key stakeholders on best practices; and (iii) analysing data and insights. This includes translating the organisation's channel-matching vision into actionable business cases and delivery plans
  • Build analytical capabilities through the use of relevant data sets to obtain a holistic understanding of the customer’s experience and journey
  • Collect service-related feedback from CPF customers, including the interpretation of survey results
  • Establish service quality and standards frameworks to maintain the quality of our services throughout the organization
  • Produce dashboards and reports to monitor service standards and identify areas of improvement
  • Measure and report on customer journey results
  • Handling of ad-hoc projects

Required Attributes

  • Tertiary qualification with minimally 5 years of work experience in customer/employee journey management
  • Strong verbal/written communications skills and interpersonal skill
  • Good conceptualisation, analytical, organisational and leadership skills
  • Resourceful, meticulous and good with figures
  • Able to work independently as an individual and effectively as a team
  • Proficient in Design Thinking/Survey design and methodology/Data Analytics

Find out more at CPF Careers page

TRUST. Everything We Stand For.

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