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Senior Executive/ Manager, Customer Experience Design

Careers@Gov
Agency: Ministry of Education
Job no.: 536068
Work type: Contract
Location: Singapore
Categories:Research and Analysis, InfoComm, Technology, New Media Communications, Education

The wealth of a nation lies in its people - their commitment to country and community, their willingness to strive and persevere, their ability to think, achieve and excel. Our future depends on our continually renewing and regenerating our leadership and citizenry, building upon the experience of the past, learning from the circumstances of the present, and preparing for the challenges of the future. How we bring up our young at home and teach them in school will shape Singapore in the next generation.

The mission of the Education Service is to mould the future of the nation, by moulding the people who will determine the future of the nation. The Service will provide our children with a balanced and well-rounded education, develop them to their full potential, and nurture them into good citizens, conscious of their responsibilities to family, society and country.

Job Description

As a Senior Executive/ Manager, Customer Experience Design in MOE’s Customer Services Branch, you will develop, review and improve the customer experience for users of the MOE corporate website. You will identify users’ needs and behaviour and be part of the web services team that acts as the customer advocate to drive user-centric mindset and behaviour. You will design, produce and maintain practical, functional and desirable web content that is user-centric in collaboration with internal stakeholders. 

Your key responsibilities include:

• Conducting web content audit, monitoring online traffic and analysing site performance
• Conducting user research and analysis to bridge the gap between MOE’s content and users’ needs
• Engaging and working with content owners and copywriters to create and optimise content for users’ consumption and search engine
• Leading in the content redesign/ rewriting process, as well as updating website content to meet users’ needs
• Working with content owners and vendor to develop user-facing features/ web applications
• Planning and conducting change management activities


Requirements

• At least 3 years of work experience in a role managing websites
• Proficient in web content design and use of content analytics to plan and execute engaging web content
• Possess strong creative thinking, problem solving and service design skills
• Strong analytical, communication, writing, presentation and interpersonal skills with an inquisitive and strong quality service mindset
• A dynamic and highly motivated team player who is able to multi-task and work independently
• A good grasp of undertaking user-centric design and conducting user research, testing and heuristic analysis would be an advantage

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