Job Description

What the role is:
MANAGER / DEPUTY MANAGER, SERVICE EXPERIENCE DESIGN
What you will be working on:
Are you passionate about delivering exceptional customer experience? The Customer Experience Office is expanding, and we are looking for enthusiastic and skilled service experience designers to join our dynamic team. As a service experience designer, you will play a vital role in shaping LTA's customer experience strategy. You will work closely with senior leaders and teams to design, implement, and elevate customer experience in our products, services and infrastructure.
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

What we are looking for:

• 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

About Land Transport Authority:
The Land Transport Authority (LTA) is a statutory board under Ministry of Transport that spearheads land transport developments in Singapore. We are seeking dynamic, energetic, highly motivated, passionate and qualified professionals to join us. Many opportunities & challenges await those who are keen on an exciting career to realise our commitment to envision & implement an integrated transport system.