Job Description

What the role is:
As a Senior/Lead Executive of Centre for Service Excellence, you will be contributing to the service design and experience segment by ensuring that all our stakeholders, including learners, both in-flight and potential enrollers, industry partners and members of the public are provided with optimum experience with NYP. The role involves mapping customer journeys, identifying pain points, prototyping new service designs, and standardizing processes across NYP. The ideal candidate will balance strategic planning with operational efficiency, demonstrating strong organizational, analytical, and communication skills to uphold NYP's service standards and foster positive stakeholder relationships.
What you will be working on:
Service Design Support & Process Improvement

• Assist in mapping customer journeys across various service touchpoints and maintaining the master copy of the journey map for knowledge management. Identify pain points or inefficiencies in the current service workflow, suggesting improvements to streamline the customer experience.
• Actively contribute insights from case management and customer interactions into service design workshops. Help ensure customer needs are accurately reflected in the design of new services.
• Co-lead and collaborate with team members to standardise service processes and protocols to ensure consistency in service delivery across multiple channels. Suggest best practices to enhance process efficiency and quality.
• Co-lead regular audits of service touchpoints to ensure customer interactions meet the institution's service excellence standards, providing feedback for improvement.
• Experience in designing and implementing customer feedback surveys to consistently gather, analyse, and act on customer opinions for service enhancement would be an added advantage.
• Track key service delivery metrics and conduct basic analysis of service-related data with data analytics tools such as Excel or Power BI. Conduct basic analysis of service-related data and use data to highlight service bottlenecks or areas requiring intervention.

Case Management and Service Operations

• Manage day-to-day service operations between physical (e.g. service centre) and digital touchpoints (e.g. contact centre, live chat) and handle complaints and feedback in accordance with SOPs and service standards.
• Identify patterns in customer inquiries and service performance, such as recurring issues or seasonal spikes in inquiries. Use analytics to support data-driven decision-making in suggesting areas of improvement, process improvements or resource allocation adjustments.

What we are looking for:

• Relevant qualifications, preferably in UX Design, Service Design or a related field.
• 3-5 years of experience, preferably in a customer-facing industry and service.
• Experience in handling complex customer inquiries and case management independently.
• Experience in data analytics and experience in creating reports using tools such as Excel or Power BI.
• Strong interpersonal skills with the ability to influence peers and drive service improvements.
• Experience in working on service design or process improvement projects is an advantage.
• Strong communication (both written and verbal) and interpersonal skills, with the ability to interact effectively with internal and external stakeholders.
• Detail-oriented with excellent organisational skills and a commitment to continuous improvement and meeting deadlines.
• Ability to collaborate effectively in a team environment and contribute to service innovation projects.

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About Nanyang Polytechnic:
Nanyang Polytechnic is committed to providing quality education and training to prepare our graduates for life and work, equipping them to contribute to the technological, economic and social development of Singapore. Nanyang Polytechnic will harness our resources and expertise to offer manpower development programmes and services to business and industry in support of Singapore's national development.

Skills Required