
LTA-CXO] MANAGER / DEPUTY MANAGER, SERVICE EXPERIENCE DESIGN
Salary undisclosed
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Develop roadmaps and implement CX initiatives which include, but not limited to the following responsibilities:
- Function as internal consultant and process facilitator to guide business units on customer experience delivery design in their current processes and projects. This may include project management to ensure project delivery is aligned with CX goals and management reporting to garner leadership support
- Identify synergies in customer journeys across divisions and opportunities for integration and facilitate cross-functional collaboration to create seamless service experience
- Design and conduct design thinking/customer experience-related training programmes
- Inspire and engage a network of Customer Experience Advocates (CXAs) comprising management level staff to mainstream customer-centricity in LTA and promote peer learning and collaboration
- Promote CX branding to promote the value of CX within LTA and to shape positive customer perceptions
- Background knowledge in Sociology, Psychology, Design or relevant field of study
- Demonstrate strong customer-centric outlook with at least 3 years' experience in projects or consultancy work in/with the Public Service, preferably in the area of customer experience and service design. Experience in consulting for customer-facing and/or design critiques for digital projects will be an advantage
- Detailed oriented, with strong analytical and critical thinking skills
- Team player who is comfortable in navigating ambiguity and diverse opinions
- Strong communication (written and verbal) and interpersonal skills to engage both internal and external stakeholders
- Candidates with excellent Microsoft PowerPoint skills, experience in strategic planning, training and facilitation, will be considered more favourable
Develop roadmaps and implement CX initiatives which include, but not limited to the following responsibilities:
- Function as internal consultant and process facilitator to guide business units on customer experience delivery design in their current processes and projects. This may include project management to ensure project delivery is aligned with CX goals and management reporting to garner leadership support
- Identify synergies in customer journeys across divisions and opportunities for integration and facilitate cross-functional collaboration to create seamless service experience
- Design and conduct design thinking/customer experience-related training programmes
- Inspire and engage a network of Customer Experience Advocates (CXAs) comprising management level staff to mainstream customer-centricity in LTA and promote peer learning and collaboration
- Promote CX branding to promote the value of CX within LTA and to shape positive customer perceptions
- Background knowledge in Sociology, Psychology, Design or relevant field of study
- Demonstrate strong customer-centric outlook with at least 3 years' experience in projects or consultancy work in/with the Public Service, preferably in the area of customer experience and service design. Experience in consulting for customer-facing and/or design critiques for digital projects will be an advantage
- Detailed oriented, with strong analytical and critical thinking skills
- Team player who is comfortable in navigating ambiguity and diverse opinions
- Strong communication (written and verbal) and interpersonal skills to engage both internal and external stakeholders
- Candidates with excellent Microsoft PowerPoint skills, experience in strategic planning, training and facilitation, will be considered more favourable