As an Organisational Excellence Manager, you should be interested and passionate about sense-making across a broader lens to value-add as an igniter and integrator who would put together resources in an optimal manner to support service transformation efforts. Prior experience in work of a similar nature involving customer experience design and transformation would be an advantage. The role is not about event management or mere coordination of inputs.

You will be part of a change management team to drive organisational transformation efforts. You would gather customer insights from various data points, analyse trends and patterns, identify and lead solutions to transform the service. This would be done through the review of processes and touchpoints. You will partner key stakeholders to formulate service policies, standards and agreed service outcomes, monitor and measure the level of adoption and success. You should be passionate about customer experience design, sense-making and information synthesis, and doing internal engagement work with key stakeholders to co-create solutions that bring about service transformation. Your work could include handling escalated cases brought to the Quality Service Manager’s Office, conducting audits, workshops, briefings to engage both internal and external customers, and monitoring and analysing performance indicators on service delivery.

You should possess a background in Business, Social Sciences, Economics, or any other suitable discipline. You should have a customer-centric persona, experience in applying behavioural insights, design thinking, journey mapping, be adept at using research and analytical tools and have good facilitation skills to engage both internal and external customers. Knowledge and practical application of AI tools would be an advantage. You are a self-motivated team player, with a positive, inquisitive mind-set, good analytical, interpersonal, writing and presentation skills. Successful applicants will be offered 1-year contract for a start. Fresh graduates are welcome to apply. All applicants will be notified on whether they are shortlisted for the position within 4 weeks of the closing date of this job posting

We are Singapore's public housing authority and a statutory board under the Ministry of National Development. We take pride in creating homes and towns that form a quality living environment for the young and old. Throughout the years, our continuous innovation and upgrading programmes have ensured that the heartland remain our cherished home. Join us in making a difference to the heartlands and communities that matter to us. Take on the challenge of shaping the nation’s skyline and landscape. With the wide range of opportunities available in HDB, you play an integral part in redefining the future of public housing and improving the lives of Singaporeans.