Deputy Director Customer Insights & Service Process Improvement

Job description

Job Scope

Lead and Drive Customer Insights

• Design and implement robust strategies for gathering, analysing, and interpreting customer insights from diverse channels—including surveys, survey tools, feedback mechanisms, and customer interactions.
  
  
• Conduct in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for experience enhancement.
  
  
• Translate customer insights into actionable recommendations that pinpoint pain points and experience gaps across key touchpoints.
  
  
• Drive and execute Know-your-customer segmentation and other customer insights related projects
• Present findings and insight-driven recommendations to internal stakeholders (e.g., programme and service teams) to support evidence-based decision‑making to formulate action plans for improvements.
  
  
• Collaborate with cross‑divisional/functional teams to implement process enhancements and lead continuous improvement initiatives to optimise service delivery.
  
  
• Use data analytics, machine learning, and automation tools firsthand to enhance how insights are generated and applied across operations.
  
  
• Develop and enhance reporting dashboards using Power BI and survey platform tool to streamline data visualisation and stakeholder reporting

CX Strategy and Execution of CX Community of Practice

• Develop and implement a comprehensive CX strategy and roadmap, outlining clear objectives, engagement strategies and actionable initiatives to drive citizen‑centricity and system‑wide CX adoption.
  
  
• Establish CX standards and governance processes to embed a consistent and high‑quality experience across all service areas.
  
  
• Lead the execution of the CX Community of Practice (CoP), working across divisions to build CX capabilities, drive CX related communication and engagement to foster collaboration and scale best practices.
  
  
• Provide regular updates and present updates at senior CX forums, enabling strategic prioritisation and supporting data‑informed decision‑making.
  
  
• Activate board‑wide change management strategies to drive adoption of the new CX strategy—identifying and addressing barriers to change, develop mitigation strategies, fostering a culture of openness and adaptability and continuous learning.
  
  

Lead and Drive Service Design

• Lead cross‑functional teams in designing and implementing service improvements using Human‑Centred Design (HCD) methods—from insight gathering and journey mapping to prototyping and delivery for Service Design projects.
  
  
• Drive continuous improvement initiatives, embedding iterative feedback loops to optimise service delivery and address emerging needs.
  
  
• Utilise customer insights and behavioural data to reimagine end‑to‑end service journeys—ensuring they are intuitive, inclusive, and aligned to citizen goals.
  
  

Team Leadership, People Development, and Budget Management

• Lead and inspire cross‑functional CX, insights, and service design teams, fostering collaboration, innovation, and accountability.
  
  
• Develop team capabilities through coaching, mentoring, and structured learning opportunities, aligned to the organisation’s CX maturity goals.
  
  
• Plan, monitor, and manage budgets across CX and service transformation portfolios, ensuring strategic allocation of resources.
  
  
• Oversee procurement and contract management processes, ensuring compliance, delivery of outcomes, and optimisation of the value for the organisation as well as vendor relationships.
  
  
• Monitor contract performance and compliance throughout the contract lifecycle.
  
  

Job Requirements

• Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
  
  
• Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
  
  
• Minimum of 10‑12 years of progressive experience in customer experience, market research, service management, and data analytics.
  
  
• Proven track record in leading and managing teams.
  
  
• Experience in developing and implementing customer experience strategies.
  
  
• Strong analytical and problem‑solving skills with proficiency in data analysis, statistical software, and key driver analysis.
  
  
• Experience in designing and conducting customer surveys and research.
  
  
• Knowledge of survey management systems, customer data management, and data warehousing.
  
  
• Experience in process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting.
  
  
• Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio).
  
  

Skill Requirements

• Strategic thinker: Ability to develop and execute a long‑term vision for customer experience.
  
  
• Strong leadership skills: Proven ability to lead and inspire teams.
  
  
• Excellent communication skills: Effective in communicating complex ideas to both technical and non‑technical audiences.
  
  
• Analytical mindset: Strong problem‑solving skills; meticulous in data analysis and deriving actionable insights.
  
  
• Customer‑centric: Passionate about delivering exceptional customer experiences.
  
  
• Results‑oriented: Focus on achieving measurable outcomes and driving business impact.
  
  
• Change management: Ability to lead organisational change and overcome resistance.
  
  
• Collaboration: Strong interpersonal skills and ability to build relationships across departments.
  
  
• Influencing skills: Ability to persuade and influence stakeholders at all levels.
  
  

Working hours

Monday to Thursday: 8.30am –6pm

Friday: 8.30am –5.30pm

Contract based

Location

Outram

EA License No.: 96C4864 (Shanice Lim Xin Ni)
Reg.

No.: R

Required Skill Profession

Customer Service