Assistant Director/Senior Manager (Customer Insights and Systems)

The Customer Experience Division (CXD) is dedicated to ensuring a positive and consistent service experience for the citizens the Ministry of Social and Family Development serves. Our Customer Insights and Systems team drives innovation and excellence in service delivery through leveraging the use of data and Artificial Intelligence (AI). If you are passionate about applying your technical skills to create meaningful social impact, we want to hear from you.

We are seeking a dynamic and forward-thinking individual to advance the Ministry’s use of AI and advanced analytics for enhancing customer experience. In this role, you will go beyond analysis to prototype and test the next generation of public service solutions. You will drive the development of innovative tools, such as AI-powered agents, digital assistants, and the foundational knowledge bases that power them, to deliver a personalised and responsive customer experience. You will also partner with stakeholders to design and implement robust systems, including CRMs, that underpin these initiatives. You will work closely with stakeholders to: 1. Drive AI & Data-Driven Innovation For Service Delivery • Design and implement AI solutions, including customer-facing digital assistants and AI-powered training bots to enhance offices’ service capabilities. • Develop and maintain data and AI strategy roadmaps, translating emerging research into practical applications for public service delivery. • Develop and manage the internal knowledge base for RAG and LLM applications, ensuring accuracy and reliability for AI tools deployed. • Design and execute rigorous testing methodologies, including A/B testing, to validate the effectiveness of AI solution and optimise performance. • Conduct advanced multi-channel analytics on feedback and service data to generate actionable insights for service improvements. 2. Oversee Systems & Product Management • Partner with stakeholders to design and enhance robust service-related systems and products. • Lead the review and implementation of Ministry-wide CRM solutions for public correspondences, including change management efforts and integration with existing feedback management and operational systems. • Manage the product lifecycle, from gathering business requirements to overseeing implementation and vendor management. • Ensure system compliance with Government policies, including data governance and protection standards (e.g., IM8). 3. Enhance CX Performance & Strategy • Develop and maintain dashboards to monitor key CX performance metrics. • Present technical strategies and value propositions to senior leadership and diverse stakeholder groups. • Evaluate the effectiveness of tech-enabled interventions and identify opportunities for innovation. • Advocate for and promote sharing of technology best practices across the Ministry.

Technical Experience & Skills • Hands-on experience delivering data or AI projects (typically 3-5 years). • Proficiency with data analysis tools (e.g., Python, SQL) and familiarity with data visualization platforms. • Knowledge of modern AI concepts (e.g., NLP, LLM applications, RAG) is strongly preferred. • Experience in product or IT project management is a plus. Professional Attributes • A customer-centric mindset, with strong analytical, critical thinking, and problem-solving skills. • Strong communication (spoken and written) and interpersonal skills, with the ability to explain complex technical ideas to diverse audiences. • Proven stakeholder management skills with ability to translate technical concepts for non-technical audiences and build consensus across diverse groups. • Experience with agile development processes, product management methodologies, and experimental design for solution validation. • A collaborative team player who is also self-motivated, resourceful, and able to work independently. Seniority & Leadership • For AD roles consideration: Proven ability to lead initiatives, manage complex cross-functional stakeholders, drive technical strategy, and develop team capabilities whilst establishing governance frameworks for AI development (typically 3+ years). Functional Competencies: • Customer Experience & Service Design • Product Strategy • Machine Learning Join us in making a meaningful impact on the lives of our customers and helping to build a better Singapore. Apply now to join our CXD team!