Assistant Director/Senior Manager (Customer Insights and Systems)

Job description

Overview
The Customer Experience Division (CXD) is dedicated to ensuring a positive and consistent service experience for the citizens the Ministry of Social and Family Development serves.

Our Customer Insights and Systems team drives innovation and excellence in service delivery through leveraging the use of data and AI.

If you are passionate about applying your technical skills to create meaningful social impact, we want to hear from you.


Brief description of Job Scope:
We are seeking a dynamic and forward-thinking individual to advance the Ministry’s use of AI and advanced analytics for enhancing customer experience.

In this role, you will go beyond analysis to prototype and test the next generation of public service solutions.

You will drive the development of innovative tools, such as AI-powered agents, digital assistants, and the foundational knowledge bases that power them, to deliver a personalised and responsive customer experience.

You will also partner with stakeholders to design and implement robust systems, including CRMs, that underpin these initiatives.


Responsibilities
Design and implement AI solutions, including customer-facing digital assistants and AI-powered training bots to enhance offices’ service capabilities.


Develop and maintain data and AI strategy roadmaps, translating emerging research into practical applications for public service delivery.


Develop and manage the internal knowledge base for RAG and LLM applications, ensuring accuracy and reliability for AI tools deployed.


Design and execute rigorous testing methodologies, including A/B testing, to validate the effectiveness of AI solution and optimise performance.


Conduct advanced multi-channel analytics on feedback and service data to generate actionable insights for service improvements.


Oversee Systems & Product Management
Partner with stakeholders to design and enhance robust service-related systems and products.


Lead the review and implementation of Ministry-wide CRM solutions for public correspondences, including change management efforts and integration with existing feedback management and operational systems.


Manage the product lifecycle, from gathering business requirements to overseeing implementation and vendor management.


Ensure system compliance with Government policies, including data governance and protection standards (e.g., IM8).


Enhance CX Performance & Strategy
Develop and maintain dashboards to monitor key CX performance metrics.


Present technical strategies and value propositions to senior leadership and diverse stakeholder groups.


Evaluate the effectiveness of tech-enabled interventions and identify opportunities for innovation.


Advocate for and promote sharing of technology best practices across the Ministry.


Technical Experience & Skills
Hands-on experience delivering data or AI projects (typically 3-5 years).


Proficiency with data analysis tools (e.g., Python, SQL) and familiarity with data visualization platforms.


Knowledge of modern AI concepts (e.g., NLP, LLM applications, RAG) is strongly preferred.


Experience in product or IT project management is a plus.


Professional Attributes
A customer-centric mindset, with strong analytical, critical thinking, and problem-solving skills.


Strong communication (spoken and written) and interpersonal skills, with the ability to explain complex technical ideas to diverse audiences.


Proven stakeholder management skills with ability to translate technical concepts for non-technical audiences and build consensus across diverse groups.


Experience with agile development processes, product management methodologies, and experimental design for solution validation.


A collaborative team player who is also self-motivated, resourceful, and able to work independently.


Seniority & Leadership
For AD roles consideration: Proven ability to lead initiatives, manage complex cross-functional stakeholders, drive technical strategy, and develop team capabilities whilst establishing governance frameworks for AI development (typically 3+ years).


Customer Experience & Service Design: Understand different customer segments (e.g. characteristics, behaviours and needs) and design services around customer journey and experience.


Service Data Management & Analytics: Analyse data to draw insights that enable deep understanding of customer’s needs, while ensuring secured use and storage of data.


Service Tech Innovation & Application: Use technologies to automate and deliver day-to-day service operations and improve work efficiency
Product Strategy: Define the product vision, value and roadmap, and leading its on-going iteration as the world changes, and stewarding the solution design, development and deployment in line with this strategy.


Machine Learning: Perform data modelling for a set of data to identify, recognise patterns and predict future trends, leveraging on complex machine learning algorithms or developing cutting-edge models to improve the performance of the work.


Employment type
Full-time
Job function
Customer Service
Industries: Government Administration
Join us in making a meaningful impact on the lives of our customers and helping to build a better Singapore.

Apply now to join our CXD team!
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