Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being.
To serve Singaporeans, HPB engages its customers via online and offline touchpoints such as outreach through the different settings including workplaces, schools, community, health screening / school health and dental services. HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, and conduct roadshows in support of specific programmes.
As we embark on a transformation journey to enhance our customer experience delivery across the various touchpoints, we are looking for a data-driven leader with a proven track record in enhancing customer satisfaction and touchpoints improvements, who will play a pivotal role within our organisation, to lead the development and implementation of a comprehensive customer insights programme, oversee customer survey management, and lead CX strategy implementation and service process improvement initiatives.

Responsibilities
The responsibilities of the successful candidate will include:

• Develop a comprehensive CX strategy implementation plan that outlines clear objectives and actionable initiatives to achieve the intended CX adoption.
• Develop and execute strategies for gathering, analysing, and interpreting customer insights through various channels such surveys, feedback mechanisms, and customer interactions.
• Conduct in-depth analysis of customer feedback, behaviours and interaction data to identify trends, patterns and areas for improvements.
• Utilise customer insights to identify pain points, opportunities, and areas for improvement across all touchpoints.
• Collaborate with cross-divisional/functional teams to implement process enhancements.
• Lead continuous improvement initiatives to optimise service delivery.
• Leverage data analytics and automation to enhance the customer experience and lead operational efficiency.
• Establish CX standards and implement processes for ongoing monitoring and evaluation.
• Develop and implement strategies to address gaps and lead continuous optimisation of customer experiences.
• Presenting findings, insights and recommendations to stakeholders (i.e. programme and touchpoint teams) to formulate action plans for improvement.
• Update at key CX forums to update progress, lead data decision making and prioritisation in CX initiatives.
• Leverage on board-wide change management efforts to drive adoption of the new CX strategy across the organisation. This may involve identifying potential barriers to change, developing mitigation strategies, and fostering a culture of openness and adaptability.
• Oversee the procurement process, propose and manage budget and maintain close oversight of contracts to maximise the value for the organisation.
• Monitor contract performance and compliance throughout the contract lifecycle.

Requirements
 

Qualifications and Experience:

• Minimally Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
• Minimum of 8-10 years of progressive experience in customer experience, market research, service management, and data analytics.
• Proven track record in leading and managing teams.
• Experience in developing and implementing customer experience strategies.
• Strong analytical and problem-solving skills with proficiency in data analysis, statistical software, and key driver analysis.
• Experience in designing and conducting customer surveys and research.
• Knowledge of survey management systems, customer data management, and data warehousing.
• Experience in process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting.
• Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio).

Skills Requirements:

• Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
• Strong leadership skills: Proven ability to lead and inspire teams.
• Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
• Analytical mindset: Strong data analysis and problem-solving skills.
• Customer-centric: Passionate about delivering exceptional customer experiences.
• Results-oriented: Focus on achieving measurable outcomes and driving business impact.
• Change management: Ability to lead organisational change and overcome resistance.
• Collaboration: Strong interpersonal skills and ability to build relationships across departments.
• Influencing skills: Ability to persuade and influence stakeholders at all levels.

Established in 2001, the Health Promotion Board’s (HPB) vision is to build a nation of healthy people. We aim to empower residents in Singapore to attain optimal health, increase the quality and years of healthy life, and prevent illnesses, disability and premature death. To achieve this, HPB drives national health promotion and disease prevention programmes, spearheads health education initiatives and creates a supportive environment in Singapore where healthy lifestyle options are available and accessible for healthy living every day.