Assistant Director, Customer Insights and Service Process Improvement

Assistant Director, Customer Insights and Service Process Improvement Join to apply for the Assistant Director, Customer Insights and Service Process Improvement role at Health Promotion Board Continue with Google Continue with Google Assistant Director, Customer Insights and Service Process Improvement Join to apply for the Assistant Director, Customer Insights and Service Process Improvement role at Health Promotion Board 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. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Marketing and Sales Industries Wellness and Fitness Services Referrals increase your chances of interviewing at Health Promotion Board by 2x Sign in to set job alerts for “Insights Director” roles. 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Location: Singapore, Pedra Branca, SG

Posted Date: 7/5/2025