Manager, Customer eXperience Department (CXD)

This role is with the Customer eXperience department that manages one of MOM's key touchpoints – the MOM Contact Centre. You'll be instrumental in driving effective performance of the centre through service policy reviews and enhancements to improve customer satisfaction. This is a great opportunity to make a tangible impact on how citizens interact with government services! Responsibilities Drive effective performance of the MOM Contact Centre through close oversight and guidance of the vendor on their daily operations, and data-driven interventions. Shape customer self-service capabilities by reviewing and enhancing policies, procedures, and FAQs to reduce enquiry volumes whilst improving satisfaction. Harness the power of data analytics and technology to unlock customer insights and drive service innovation. Champion customer advocacy through effective feedback management and swift service recovery initiatives. Collaborate across departments to elevate customer-facing systems and digital touchpoints. Ensure robust business continuity planning to maintain uninterrupted service excellence. Drive budget optimisation and resource allocation for maximum operational impact. Requirements Hold a tertiary qualification with relevant experience in contact centre operations, vendor management, data analytics, or service delivery Demonstrate exceptional analytical and critical thinking abilities, with experience in advanced data analysis tools being highly valued Possess strong written and verbal communication skills Thrive as a collaborative team player who can work effectively across diverse functions and cross-functional stakeholders Show passion for customer service excellence and continuous improvement.