SkillsFuture Singapore

SSG Customer Experience & Digital Transformation Traineeship [GRIT@Gov]

Traineeship

Closing on 14 Oct 2025

Check if I'm eligible for GRIT@Gov

What the role is

The Graduate Industry Traineeship Programme within the Public Service (GRIT@Gov) aims to provide fresh graduates with opportunities to gain industry-relevant skills and experience that can strengthen their employability to take up full time roles in the sector.

Join the SkillsFuture Singapore Agency as a Customer Experience Management and Digital Transformation Trainee in the Customer Experience and Data Office (CXDO). SkillsFuture Singapore (SSG) is transforming its Customer Experience (CX) enquiry management from a traditional call centre model to an AI-enabled, omnichannel engagement service.

This includes implementing chatbot, live chat, and book-a-call functionalities to enhance operational productivity and efficiency. The trainee will collaborate with CX professionals, service delivery providers, system integrators, and consultants to develop an integrated operations-technology-data strategy that will revolutionise how SSG serves its customers.

What you will be working on

Service Operations Analysis and Improvement:

Analyse current SSG customer service enquiry management operations and identify improvement opportunities by understanding standard operating procedures, customer engagement channels, and processes for handling exceptions while gathering feedback to highlight gaps and areas for improvement

Service Design and Digital Channel Development:

Design enhanced service delivery models, operational requirements, and performance indicators for the new Live Chat channel

User Experience Documentation and Knowledge Management:

Develop user stories, reporting requirements, and knowledge management resources to support live chat operations by creating digital content, conducting user testing, collecting feedback on digital platforms etc.

Testing, Training and Performance Management:

Conduct User Acceptance Testing and manage live chat sessions to build operational competencies
Train Live Chat Agents and evaluate performance metrics to refine the service model while supporting implementation of service platforms and identifying work processes for automation

What we are looking for

Relevant academic background or training in Business Administration, Information Systems, Digital Technology, Customer Experience Management or related discipline
Strong analytical and problem-solving capabilities with demonstrated ability to understand complex operational processes
Excellent written and verbal communication skills for effective stakeholder engagement, training delivery, and cross-functional collaboration
Strong interest in customer service excellence and digital transformation initiatives, with curiosity about emerging technologies and AI applications
Proficiency in data analysis and reporting with advanced familiarity in Microsoft Office suite
Collaborative mindset with ability to work effectively in cross-functional teams

About your application process

This job is closing on 14 Oct 2025.

If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and apply for other roles within SkillsFuture Singapore or the wider Public Service.

Eligibility for GRIT@Gov traineeship

The GRaduate Industry Traineeship Programme within the Public Service (GRIT@Gov) aims to provide fresh graduates with opportunities to gain industry-relevant skills and experience that can strengthen their employability to take up full time roles in the sector.

All trainees must fulfil the following criteria:

Singapore Citizen or Permanent Resident; and
Graduated or graduating in 2024 or 2025 from Universities, Polytechnics, the Institute of Technical Education (ITE) and other Educational Institutions (e.g. private universities and overseas institutions); or
Graduated earlier from above institutions and completed National Service in 2024 or 2025.

Trainees who complete their studies from Universities, Polytechnics, the Institute of Technical Education (ITE) or other Educational Institutions within 2025 but who will only receive their qualification/certification award in 2026 are eligible for the programme as well.

Learn more about GRIT@GOV

About SkillsFuture Singapore

SkillsFuture Singapore (SSG) is a statutory board under the Ministry of Education (MOE). It will drive and coordinate the implementation of the national SkillsFuture movement, promote a culture and holistic system of lifelong learning through the pursuit of skills mastery, and strengthen the ecosystem of quality education and training in Singapore. SSG will strengthen the adult training infrastructure by taking on all existing functions of the Committee for Private Education (CPE) and guide the Institute for Adult Learning (IAL) to enhance the capabilities and professionalism of adult educators. SSG will play a key role in the quality assurance for private education institutions and adult training centres. Together with educational institutions and training partners, SSG will ensure that students and working adults have access to high quality, industry-relevant training throughout life. SSG will also bring together synergies in continuing education and training (CET) and pre-employment training (PET), so skills requirements will continue to meet the demands of different sectors of the economy.

Learn more about SkillsFuture Singapore