As a Senior Manager/Manager in the Customer Experience team, you will work on a wide-ranging data set to uncover customer issues and pain points and work with stakeholders to implement strategies and initiatives to (i) improve customer experience and service delivery and (ii) reduce service demand to promote customer self-help and improve operational efficiency.

• Leverage appropriate data analytics, design thinking and behavioural insights tools to understand and identify emerging customer issues and pain points that impact service delivery and customer experience. • Propose and implement robust measures to address identified gaps to ensure customer satisfaction, improve operational efficiency and reduce service demand. • Develop data visualisation products, such as customised dashboards and reports to better inform stakeholders of customer trends/issues, service levels and performance. • Work with stakeholders to frame and identify data analytics solutions, apply specific analytics solutions, and deploy for implementation, with a view to continuously review and enhance them for effectiveness and relevance. • Work on data analytics projects and initiatives across MOM's different subject areas, collaborating with various divisions on their data requirements.

• Experience in data analysis and visualization, preferably in Excel, Python, R Macros, Tableau, PowerBI • Candidates with no prior working experience are welcome to apply • Possess good analytical, creative thinking and problem-solving skills • Good communication, writing and interpersonal skills • Be meticulous, a good team player with a customer-focused mindset • Able to multi-task, take initiative and work independently with multiple stakeholders * PWDs are welcome to apply

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.