Senior Manager, Strategy Planning and Customer Experience (Digital Services)
Hybrid- Full time, Senior-level
As part of the Strategy Planning and Customer Experience (Digital Services), you will play a key role in enhancing TAFEP’s digital experience by improving customer journeys and managing digital platforms. The role requires a good understanding of digital tools, communication channels and strategies to deliver user-centric and seamless eServices for TAFEP’s customers.
What You Will be Working On- Enhancing Customer Journeys Through Digital Design
You will lead the design and enhancement of user-friendly digital interfaces (eg., website, chatbot) by working with internal teams and vendors. You will analyse digital service journeys to identify user pain points and ensure a seamless, customer centric digital experience.
- Managing Digital Platforms for Optimal Content
You will also monitor chatbot functionalities and manage platform budgets effectively.
- Collaborating with Various Stakeholders for Continuous Improvement
You will work closely with cross-functional teams to gather and analyse customer feedback and performance metrics using tools like Google Tag Manager and Google Analytics 4. You will translate insights into improvements, support testing and technical issue resolution, and provide inputs for reporting key performance indicators.
What We Are Looking For- 3–5 years of experience in UI/UX design and website administration
- Strong knowledge of SEO, Google Analytics 4, and Tag Manager
- Experience managing CMS platforms, preferably Sitecore
- Familiarity with accessibility standards and user-centred design principles
- Strong communication and stakeholder management skills
- Ability to translate data insights into actionable improvements
- Familiarity with chatbot implementation and feedback systems is an advantage
The position offered will commensurate with individual work experience and suitability.
Position is on a 2-year full-time contract directly under the payroll of TAL with an option to renew, contingent upon performance and subject to the organisation's needs. Additionally, there is potential for emplacement into a permanent position.
About Tripartite Alliance Limited
Tripartite Alliance Limited (TAL) is a Company Limited by Guarantee (CLG) that is jointly set up by the tripartite partners: Ministry of Manpower (MOM), National Trades Union Congress (NTUC), and Singapore National Employers Federation (SNEF).At TAL, people are at the heart of our business. We believe in nurturing and developing individuals who are keen to make a positive difference and contribute towards the building of progressive workplaces and harmonious work relations in Singapore.