Job Description

What the role is:
MANAGER / DEPUTY MANAGER, CUSTOMER INSIGHTS
What you will be working on:
Are you passionate about delivering exceptional customer experience through customer insights? The Customer Experience Office is expanding, and we are looking for enthusiastic and skilled individuals to join our dynamic team. You will play a vital role in facilitating data-driven decision making and 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:
Data analytics & customer insights

• Develop and implement customer sensing/data gathering tools and methods
• Deliver customer analysis across LTA to support business decision making, strategy development and tactical customer experience delivery
• Sense make customer satisfaction/experience surveys/feedback reports (for internal/external customers & partners) to derive insights
• Identify opportunities to improve customer experience across various touchpoints

Monitoring & reporting of targets

• Monitor customer satisfaction levels and KPI achievements through analysis and sense making
• Develop CX metrics and dashboards for reporting to senior management on progress and impact of CX initiatives within LTA and Public Transport network
• Garner leadership support through regular communication and updates of project milestones at various platforms

Change management & stakeholder engagement

• Function as internal consultant and process facilitator to guide business units to identify research topics, manage and conduct user research (e.g. focus groups, face to face interviews) to secure insights and buy-in on customer experience
• Identify synergies in customer journeys across divisions and opportunities for integration and facilitate cross-functional collaboration to create seamless service experience
• Manage and monitor project progress and deliverables so as to ensure project delivery is aligned with CX goals and organisational objectives
• Support the delivery of the learning and engagement programmes to equip a community of appointed management-level Customer Experience Advocates with the skillsets and mindset necessary to advocate customer-centricity

What we are looking for:

• Knowledge in Sociology, Psychology, Mathematics, 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. Must be able to organise data into clear experience design blueprints and communicate ideas and designs to diverse groups of stakeholders
• 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, knowledge of analytical software and tools will be considered more favourably

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.