Senior Manager/Manager, Strategic Planning & Service Transformation - Customer eXperience Department

• Support implementation and tracking of MOM's service transformation efforts and provide updates to senior management • Develop, monitor, and evaluate department workplans to align with MOM's service delivery framework, strategies, and outcomes • Monitor and analyse industry trends and benchmarks, internal data, and research to identify strategic challenges and opportunities to further improve MOM’s service delivery • Support administration of MOM customer survey to gather customer feedback, uncover insights and trends and recommend actionable areas for improvement • Conceptualise and conduct regular deep dive studies to better understand our various customer segments and their key service journeys to enable MOM to keep up-to-date with their needs and deliver the right experience

• At least 2 years of experience in market research and preferably with added experience in service delivery and/or project management • Experience in performing data analysis and data visualisation would be an added advantage • Possesses critical thinking and problem- solving skills • Very strong presentation skills, including preparation of presentation slides • Good command of English is essential for both written and spoken • Highly motivated and proactive individual who can multi-task and work independently • Good team player who can work with a wide range of partners and stakeholders

Championing Human Potential for a Thriving Singapore Singaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore. As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward-looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.