Job Description

Senior/Executive, Transformation & Digital Service








Job Purpose

Responsible to coordinate with stakeholders on running WeCare campaigns and engage frontline employees on service transformation initiatives. The incumbent is also required to maintain the SMRT Connect mobile app and work towards revamping the mobile application with management guidance.




Responsibilities

This role involves project execution, relationship building and providing positive digital experience.You are required to coordinate across the Business Units and run Company\xe2\x80\x99s WeCare campaign to shape service culture. Note that the list is not comprehensive and related duties and responsibilities may be assigned from time to time.
As part of a dynamic team, you will be working in a fast-paced environment to:


Responsibilities
1) Promulgate WeCare campaigns

• Coordinate with service champions and service champs to promulgate across BUs
• Run WeCare campaigns and activities for staff
• Engage service champions and service champs to identify recent trends and raise the quality of service through service kaizen
• Coordinating stakeholder for Rail Ops for Adopt-A-Station Programme/Kinder Learning Journey/Commuter Appreciation for Staff
• Tracking and crafting of Letters of Appreciation/Commendation

2) Revamp SMRT Connect App for better digital service experience

• Coordinate with Stellar to develop new SMRT connect app with more lifestyle features
• Conduct research on public transport mobile app
• Include iStation features to provide seamless digital experience for commuters
• Ensure Scan and Go-To Maps are updated in our network
• Coordinate with workgroup; Certis iStation, SMRT engineering and Stellar on logaritams and technical requirements to SMRT connect app. Ensure prototype is well tested

3) Coordinate with various stakeholders for service outreach as and when required

• Planning, executing, communication to internal staff, procurement etc
• Secretariat duties for various division and department meetings
• Supporting other functions of the department as and when required (Support service training, developing ad-hoc service scripts)
• Liaising with Service Operations Manager and Head Service Excellence on performance of staff
• Scheduling red-teaming of staff and presenting to Station Ops Management

4) Manage digital media requirements

• Create PA sound bites and announcement for all lines
• Design compelling visuals and media to promulgate WeCare messaging to internal and external stakeholders
• Ensure equipments in PA studio is well maintain

Qualifications & Work Experience

Qualifications and work experience include:

• BSc degree in Communications, Digital Media or Visual Arts relevant field.
• More than 2 years of experience in communications, design or media engagement
• Strong written and oral communication skills liaising with external stakeholders
• Strong in presentation skills and confident individual to engage with frontliners
• Experience in CX transformation, process design (eg. design thinking, customer journey mapping) will be a bonus

Skills

Technical skills include:

• Microsoft office tools (Word, Excel, Powerpoint)
• Basic creative knowledge and ability to use Canva for basic artwork

Generic skills include:

• Meticulous attention to details with excellent planning and coordination skills
• Multi-tasker with demonstrated abilities to manage tight timelines and cross-functional teams
• Resourceful and able to work with internal and external stakeholders
• Good deposition of service-oriented mindset
• Strong writing skills in English language

SMRT Trains Ltd was incorporated in 1987 and operates Singapore\xe2\x80\x99s first mass rapid transit system. Today, we manage and operate train services on the North-South Line, East-West Line, the Circle Line, the Thomson-East Coast Line, and the Bukit Panjang Light Rail Transit. With over 5,000 employees, more than 250 trains, and 141 km of rail tracks across 108 stations, we serve millions of commuters daily.