Senior Manager, Service Planning, Customer eXperience Department (CXD)

As a Senior Manager in the Customer eXperience Department (CXD), you will play a central role in shaping and advancing MOM's service excellence agenda. You will ensure that MOM's service vision, strategies, and plans keep pace with customers’ evolving needs and deliver meaningful impact in a resource sustainable manner. Responsibilities • Develop and evaluate CXD’s strategies and workplans and ensure that they are aligned to MOM's service delivery framework and outcomes • Monitor and analyse industry trends, benchmarks, and internal data to identify strategic challenges and opportunities for MOM’s service delivery • Conduct deep-dive studies to strengthen MOM’s understanding of our customer segments and key service journeys, translating findings into actionable insights and recommendations • Support the administration of MOM's customer satisfaction survey, including questionnaire design, data analysis, and interpretation of findings to surface meaningful trends and areas for improvement • Track and report on MOM's service transformation efforts, preparing updates and briefing materials for senior management Requirements • Motivated and driven individual with at least 2 years of relevant experience in one or more of the following: research (qualitative and/or quantitative), service design, or strategic planning • Comfortable working with data, and experience in performing data analysis and data visualisation would be an added advantage • Strong analytical and critical thinking skills, including the ability to connect findings and synthesise insights • Strong written and verbal communication skills, with the ability to craft and present reports and findings • Able to manage multiple workstreams and work both independently and collaboratively with stakeholders