Senior Customer Experience Manager
Go-Ahead Singapore Tampines Full-time
Job Responsibilities
As a leading public transport provider, Go-Ahead Singapore is seeking a Senior Customer Experience Manager to deliver a number of exciting customer focused initiatives. This role is ideal for someone organised, digitally confident, and passionate about delivering exceptional service and creating positive experiences in a collaborative and high performing environment.The role is a direct report to Operations Director and requires exceptional communication and leadership skills to effectively collaborate with our stakeholders.
Core Responsibilities- Define and execute the end-to-end customer experience roadmap across customer touchpoints (e.g. interchanges, depots, digital channels).
- Collaborate closely with local community departments to align service delivery to meet customer expectations.
- Engage with statutory bodies (e.g. Land Transport Authority) and corporate safety teams to ensure facility workflows meet regulatory compliance standards.
- Design and implement innovative customer experience frameworks (such as digital visitor management workflows, localized communication tools, or passenger feedback channels) to improve commuter relations.
- Collaborate closely with Operations Directors and Interchange Managers to support service delivery and enhance customer experience.
- Strong leadership capabilities with a collaborative approach to working cross-functionally with Operations, Interchange and local authorities.
- Degree in any discipline with at least 2 years of experience in leading customer service role.
- Proficient in computer-based communication platforms.
- Good understanding of public transport operations and service planning processes.
- Self-motivated, proactive, and able to thrive in a fast-paced operational environment.
- Detail-oriented with strong communication and stakeholder management skills.
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