Assistant Director, Service Planning, Customer eXperience Department

As an Assistant Director 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 • Service Strategy and Transformation You will lead efforts to keep MOM's service vision and delivery strategies relevant and forward-looking, and translate service goals into actionable plans. This includes devising service differentiation strategies, rallying leadership and divisional support to drive implementation, and overseeing CXD's annual work plan formulation. • Service Performance Management You will review, design and monitor key service metrics to track progress in achieving key service outcomes, work with divisions to formulate effective action plans and provide regular performance analysis and updates to departments and senior management. • Customer Survey and Qualitative Studies You will lead efforts to design and oversee implementation of surveys and qualitative studies to better understand customer needs and their service journeys with MOM. This includes customer satisfaction surveys, deep-dive interviews/other qualitative studies, and whole-of-government benchmarking surveys to identify gaps and opportunities for improvement • Benchmarking and Best Practices You will drive service benchmarking efforts to ensure that MOM stays informed of leading practices in customer service and technology, and identify relevant ones that MOM can adapt and adopt to improve service delivery. Requirements • We are looking for a motivated and driven individual with at least 6 to 8 years of relevant working experience, preferably with some exposure in service planning and/or operations planning. • Beyond experience, we are looking for someone who is able to build connections and synergies across MOM, and possesses strong written and verbal communication skills to engage effectively with stakeholders at all levels. You should have strong analytical and critical/systems thinking skills to translate research findings and data into actionable insights and recommendations. Strong leadership skills with the ability to coach and develop teams are essential, and you should be resilient and comfortable navigating ambiguity in a dynamic environment.