We are looking for a Deputy Director to enhance customer satisfaction and touchpoints improvements, who will play a pivotal role within our organisation, to lead the development and implementation of a comprehensive customer insights programme, oversee customer survey management, and lead CX strategy implementation and service process improvement initiatives.

Sector: Public Service

Job Responsibilities:

Customer Insights & Analytics

• Develop and implement strategies to collect and analyse customer insights from various channels
• Translate customer data into actionable recommendations to address pain points across touchpoints
• Lead segmentation and other insight-related projects
• Present insights to internal stakeholders to support data-driven decision-making
• Use analytics, ML and automation tools to enhance insight generation
• Build Power BI / survey dashboards to support visualisation and reporting

CX Strategy & Community of Practice

• Develop and implement CX strategy and roadmap aligned to citizen-centric outcomes
• Establish CX standards and governance for consistent service delivery
• Lead CX Community of Practice to build capabilities and scale best practices
• Provide regular progress updates to senior stakeholders
• Drive change management efforts to embed new CX initiatives

Service Design & Continuous Improvement

• Lead service design projects using HCD methodologies (from journey mapping to prototyping and delivery)
• Use customer insights to redesign end-to-end customer journeys
• Embed continuous improvement and feedback loops to optimise services

Team Leadership & Budget Management

• Lead and inspire cross-functional CX, insights, and service design teams
• Develop team capabilities through coaching and learning opportunities
• Manage CX and service transformation budgets and resource allocation
• Oversee procurement and contract management, ensuring compliance and performance

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).

By submitting your resume, you consent to the collection, use, and disclosure of your personal information per ScienTec's Privacy Policy (scientecconsulting.com/privacy-policy).

This authorizes us to:

Contact you about potential opportunities.

Delete personal data as it is not required at this application stage.

All applications will be processed with strict confidence. Only shortlisted candidates will be contacted.

Chloe Chew (R1768631)
ScienTec Consulting Pte Ltd | 11C5781