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#SGUnitedJobs - Manager/Assistant Manager/Senior Executive/Executive (Service Excellence, CD)

Apply now Agency: Ministry of Social and Family Development
Job no.: 547629
Work type: Contract
Location: Singapore
Categories: Social and Community Development, Statistics

The Communications Division informs and educates the public on the work of the Ministry, plans and strategises communications and engagement plans in the Ministry, including outreach to stakeholders, ensures the quality of service delivered to the public.



You will be part of the Service Excellence team responsible for developing strategies to enhance customer experience and service delivery. In this role, you will ensure that each touchpoint across the customer journey is engaging, efficient, and effective and raise customer satisfaction with MSF services.

  • Perform data analytics to generate customer insights
  • Communicate actionable insights for business advisory
  • Management of customer data and insights
  • Design and develop customer service experience strategy
  • Conduct research and innovation on service delivery technology and trends
  • Design customer experiences
  • Develop and manage channel strategy
  • Lead the design and development of a customer experience strategy by building an understanding of customers’ concerns and practices, taking into consideration customer segmentation.
  • Utilise data tools and formulae to synthesise data sets and create reports/dashboards for analysis and generate insights for service improvements.
  • Drive projects aimed at raising the productivity of service touchpoints.
  • Work closely with MSF learning & development team to close the gaps identified to improve service delivery of frontline staff
  • Support service operations work whenever required.



  • 3-8 years of relevant experience in service excellence, customer service advocacy/experience or equivalent
  • Strong analytical, stakeholder engagement, project management and interpersonal skills
  • Strong verbal and written communication skills
  • Knowledge of design thinking and agile project management process
  • Data-driven and meticulous with strong organisational skills
  • Proficient in MS Office suite applications, and experience with excel and/or Tableau dashboards and reporting tools preferred.
  • Resourceful, independent, highly driven and self-motivated, resilient and versatile to manage diversity and ambiguity

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