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.
Demo
Singapore,
Full Time