Assistant Director, Customer Insights and Service Process Improvement

Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being.
To serve Singaporeans, HPB engages its customers via online and offline touchpoints such as outreach through the different settings including workplaces, schools, community, health screening / school health and dental services. HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, and conduct roadshows in support of specific programmes.
As we embark on a transformation journey to enhance our customer experience delivery across the various touchpoints, we are seeking a passionate CX professional to drive transformative customer experiences through data-driven insights and process optimization. The ideal candidate will analyze CX metrics, identify opportunities for improvement, and work closely with touchpoint owners to enhance service delivery. If you have a customer-first mindset and strong analytical skills, join us in delivering exceptional experiences

Responsibilities
The responsibilities of the successful candidate will include:
•    Develop and implement customer survey strategies and methodologies, generating actionable insights that drive improved customer experience across all touchpoints
•    Analyse customer feedback, interaction data, and conduct customer segmentation, resulting in targeted service improvements, increased satisfaction, and enhanced personalisation that improves customer engagement
•    Analyse and optimise customer-facing processes, developing personas and journey maps to create streamlined, customer-centric processes that enhance customer interactions
•    Manage survey systems and data effectively, while developing comprehensive KPIs to measure service process and touchpoint effectiveness, enabling data-driven decision making and continuous improvement
•    Implement strategies to address gaps and drive continuous optimisation of customer experiences, reducing pain points and increasing customer loyalty
•    Present at key CX forums, using data-driven insights to inform decision-making and prioritise CX initiatives, leading to more effective resource allocation and improved outcomes
•    Leverage tech tools for data collection, analysis, and visualisation, implementing processes for ongoing monitoring and evaluation of CX standards, while managing procurement processes efficiently to ensure cost-effective operations and high-quality customer experiences
•    Collaborate with cross-functional and IT teams to implement process improvement initiatives, resulting in reduced service delivery time and improved efficiency
•    Design and implement customer-centric processes using various methodologies, increasing customer satisfaction and reducing complaints while ensuring adherence to service level agreements(SLA)
•    Develop detailed process documentation, establish KPIs, and monitor performance metrics to optimise service delivery and adapt to evolving business needs and customer expectations
•    Drive continuous improvement and change management initiatives, including technology exploration for process automation, ensuring smooth transitions and successful adoption of new processes
•    Provide comprehensive training and support for new processes, minimising operational disruption while implementing quality control measures to ensure data integrity and accuracy
•    Evaluate, implement, and optimise new technologies for data collection, analysis, and visualisation, collaborating with CIOO and other teams to achieve best-in-class solutions for process optimisation
•    Drive the implementation of technology enhancements across touchpoints, improving process efficiency, reducing operational costs, and elevating overall customer experience

Requirements
•    Minimum of 5-7 years of progressive experience in customer experience, market research, service management, and data analytics.
•    Proven experience in conducting customer surveys and analysing data to identify trends and insights.
•    Experience in implementing service process improvements and measuring their impact.
•    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.
•    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). 
•    Excellent communication and interpersonal skills.
•    Knowledge of survey management systems and customer data management.
•    Experience in project management and collaborating with cross-functional teams.

Skills Requirements:
•    Analytical Proficiency: Demonstrated ability to analyse complex data sets, identify trends, and extract meaningful insights to inform decision-making.
•    Customer-centric: A deep understanding of customer needs, behaviors, and expectations, with a passion for delivering exceptional customer experiences.
•    Process Improvement: Proven track record in designing and implementing efficient and effective service processes.
•    Project Management: Strong project management skills to oversee multiple initiatives simultaneously and deliver results within timelines.
•    Stakeholder Management: Ability to build and maintain strong relationships with internal and external stakeholders.
•    Communication: Excellent verbal and written communication skills to articulate complex ideas clearly and concisely.