Deputy Director, Customer Experience & Process Innovation - Choa Chu Kang

apartmentENVIRODYNAMICS SOLUTIONS PTE. LTD. placeChoa Chu Kang descriptionPermanent calendar_month9/8/25

High bonuses

Comprehensive health and wellness benefits
Ongoing training and development opportunities
A collaborative and supportive work environment
Work-Life Integration & Purposeful Work

Role Summary:

We are looking for a seasoned professional to lead customer insights, customer experience (CX) strategy, and service design initiatives. This role involves developing strategies to enhance citizen-centric experiences, drive continuous service improvement, and lead cross-functional teams in delivering impactful CX outcomes.

Key Responsibilities:

Customer Insights & Analytics

Design and execute strategies to gather and analyse customer feedback and behaviour.
Translate insights into actionable recommendations to improve service delivery.
Use tools like Power BI and machine learning for advanced analytics and data visualisation.

CX Strategy & Community Engagement

Develop and implement the organisation-wide CX strategy and roadmap.
Lead the CX Community of Practice (CoP), build internal capabilities, and embed CX standards.
Drive change management to ensure successful CX adoption.

Service Design & Process Improvement

Lead service transformation projects using Human-Centred Design (HCD) approaches.
Redesign service journeys based on customer insights and behavioural data.
Drive continuous improvement through feedback loops and innovation.

Leadership, People Development & Budget Oversight

Lead cross-functional teams, providing coaching and professional development.

Manage budgets, procurement, and vendor performance across CX portfolios.

Requirements:

Degree in Business, Service Design, Analytics, or related field.
10–12 years’ experience in CX, service management, analytics, or related areas.
Strong leadership, strategic thinking, and stakeholder engagement skills.
Proficient in data tools (e.g., Power BI, Python, SPSS), service design, and process improvement frameworks (e.g., Lean, Six Sigma).

Interested candidates kindly click the APPLY NOW button.

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EnviroDynamics Solutions Pte Ltd (EDS)

EA License No.: 12C6285

EA Personnel Reg No.: R25127347

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