Assistant Manager/Manager/Senior Manager (Planning & Development), CXD

The Customer Experience Division (CXD) plays a vital role in the Ministry of Social and Family Development’s mission by ensuring a positive and consistent service experience for our customers. Our team drives customer experience (CX) initiatives, fosters a strong service culture, and ensures that the quality of services delivered across all channels meets high standards. Responsibilities We are looking for a dynamic and independent officer to elevate our customers’ experience and make a difference in the lives of the people we serve. In the Planning and Development team, you will develop end-to-end service policies, using customer and operational insights to identify service issues, and drive evidence-based service improvements across MSF. Depending on the officer’s experience, the officer will support or lead the following areas, working under the guidance of a Team Lead. This includes (a) driving customer experience strategy and service policy; (b) building and applying service intelligence through data and insights; (c) driving service transformation priorities; and (d) providing enterprise service governance. Responsibilities In this role, you will: Drive customer experience strategy and service policy • Develop and review enterprise CX policies, plans and strategies that advance MSF's service goals and lift the customer experience consistently across touchpoints and channels • Translate MSF’s service direction and priorities into implementation plans and initiatives that strengthen service practices and outcomes across divisions Build and apply service intelligence through data and insights • Plan and implement the annual Voice of Customer (VoC) / customer satisfaction study end-to-end — methodology and questionnaire design, stakeholder engagement, vendor procurement and management, and fieldwork — to produce reliable enterprise level insights on service performance. • Integrate customer and operational insights from multiple sources (VoC, Global Services Benchmarking, Contact Centre reports, emails and calls) to diagnose systemic service issues, shape policy and service-development priorities and recommend practical improvements to close service gaps. • Develop and review policy parameters to facilitate building of service intelligence, including the comprehensive capture of public-facing correspondence across MSF Enable service transformation • Develop and support the adoption of enterprise service rules and guardrails to assure service quality, including user service development-stress testing to surface and mitigate service risks and blind spots before launch • Partner Operational Groups and stakeholders to map customer journeys, prioritise high-impact journeys for review, and pilot new service models that improve outcomes at enterprise scale. Provide enterprise service governance • Support the Customer Experience Steering Committee, whose mandate is to provide enterprise leadership, governance and oversight on service experience and performance matters, to enable consistent and citizen-centric service outcomes across MSF. Requirements To succeed in this role, you should possess: a. At least 1 year of relevant experience. Candidates considered for more senior designations should have commensurately deeper experience in leading complex projects, policy development, research or stakeholder engagement. b. Strong analytical and sensemaking skills, with the ability to synthesise quantitative and qualitative findings into actionable recommendations. c. Strong thinking and problem-solving skills, with the ability to identify systemic causes and surface service delivery issues. d. Ability to engage stakeholders effectively, facilitate collaboration and build alignment. e. Strong written and spoken communication skills, with the ability to present insights clearly. f. Experience in customer research and satisfaction studies and survey design would be an advantage. g. Familiarity with data analytics, dashboarding and visualisation tools would be an advantage. Join us in making a meaningful impact on the lives of our customers and helping to build a better Singapore. Apply now to join our CXD team and help us shape the future of service delivery at MSF!