What the role is: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. We are looking for a dynamic and independent officer to elevate our customers' experience and making a difference in the lives of the people we serve. In the Planning and Development team, you will drive CX initiatives that facilitate the delivery of seamless and positive customer experience across touchpoints and channels. This includes (a) driving and coordinating service innovation and improvements, (b) formulating the service philosophy, policies and strategy to enhance the customer experience through both customer and officer engagements; and (c) planning and executing the change management strategy.What you will be working on:In this role, you will: CX-related policy o Develop and review service policies, plans and strategy to achieve outcomes in line with the service goal. o Develop and update, in consultation with MSF customers and officers, MSF's Service Philosophy and attributes. Develop the implementation and communications plan to propagate them across all divisions in MSF. o Track and support the implementation of MSF's Service Plan. CX-related improvements o Develop and implement the annual study of customer satisfaction - Engage ops groups to update the questionnaires and survey methodology, and apply the findings to enhance service delivery and raise customer satisfaction. - Communicate and share key insights across MSF. o Develop and implement a Service Performance dashboard that gauges the overall state of service delivery across the Ministry. o Develop in-depth understanding of customer journeys and experiences to enhance CX for MSF customers and service users. o Partner with stakeholders on CX-related review, development and implementation, including analysis of customer journeys, identification of service gaps and redesign of service delivery to enhance customer experience. o Distill learnings from insights reports and prototyping projects Other duties o Secretariat to the IDEAL Service Committee. Duties include supporting Chair in setting the direction and agenda of the Committee's work.What we are looking for:To succeed in this role, you should possess: o At least 1 year of experience in customer experience or service-related work o Prior experience and knowledge in policy and strategy development, change management, data analytics/visualization, CX-related projects, or/and service journey mapping is a plus o Strong planning and problem-solving skills o Ability to effectively engage and facilitate collaboration with stakeholders o Strong written and spoken communication skills o Knowledge of design thinking and behavioural nudges o Systems thinking and project management skills 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!About Ministry Of Social And Family Development:“We are Professionals with Passion for People” The Ministry of Social and Family Development (MSF) develops the “heartware” for Singapore through our policies, community infrastructure, programmes and services. Our mission is to nurture resilient individuals, strong families and a caring society that can overcome challenges together. We are committed and passionate in developing a strong social service sector, and play key roles in shaping the future of Singapore. Through these efforts, we hope to play a part in helping our citizens achieve their hopes and aspirations for themselves and their families. A career in MSF is a challenging and fulfilling one that allows you to make a difference in shaping the lives of Singaporeans. If you are driven and enjoy working in a fast-paced environment, we welcome you to be part of the MSF Family!
