Manager/Senior Manager, Customer Experience [2-year contract]

The officer will focus on creating and integrating meaningful user experiences across physical spaces and digital platforms. Working within the Customer Experience team, the officer will translate CSC brand values into thoughtful spatial designs and digital services that contribute towards service excellence and conducive learning and work spaces. The officer will contribute to upcoming space renovations and help improve digital customer service channels to ensure consistent service quality across all touchpoints. The role includes handling customer enquiries, supporting service delivery initiatives, and enhancing end-to-end customer journey.

Customer Experience Design and Implementation • Translate brand values into cohesive experiences across physical spaces and digital spaces • Design conducive and learning-centric physical environments through wayfinding systems, ambient design, and display content • Support user experience improvements on digital platforms • Contribute to renovation projects, ensuring user needs are met Content and Communication • Curate, develop and coordinate physical and digital display content to showcase CSC • Ensure consistent brand alignment across all physical and digital touchpoints • Handle and resolve basic customer enquiries [Stakeholder Management] • Collaborate with internal and external stakeholders, vendors, and consultants to align physical enhancements with strategic goals • Work with product owners and technical teams on digital improvements [Service Development and Improvement] • Monitor user feedback and behaviour across all touchpoints to gather insights on customer experience and user needs • Identify opportunities and develop practical solutions for service improvements • Document and maintain service standards, design principles, and best practices through customer experience frameworks and toolkits that guide consistent service delivery

We are seeking a candidate with at least five years of relevant experience in customer experience, service design, digital experience design, spatial design, branding, or related fields. The candidate should have experience in developing, designing and improving both physical and digital spaces to enhance customer experience. A background in public sector, learning environments, or experience-driven organisations is a plus. Key competencies: [Customer Experience and Service Design] • Be able to design or guide the creation of ambient and spatial experiences that reflect brand values and user needs, applying customer journey mapping to diagnose and rectify gaps in service models and processes • Comfortable working with data, feedback, and observations to improve experience design, while designing prototypes to illustrate customer experience concepts for testing and refinement • Ability to develop or assess wayfinding systems, signage, and environmental graphics • Working knowledge of customer service delivery and handling customer enquiries [Digital Design and Management] • Be familiar with user experience (UX) principles and graphic design, with the ability to evaluate or improve digital service journeys and design user/process flows for different user interface models [Brand Strategy and Management] • Ability to translate branding requirements in collaboration with stakeholders and provide advice on the use of the agency's brand in the ambient and spatial designs • Visual communication or design capabilities (e.g. Adobe Illustrator, InDesign, Photoshop) will be an advantage [Working as One Public Service, Working Effectively with Citizens and Stakeholders] • Have strong communication, project management, and coordination skills, with experience working with or managing stakeholders across functions and the ability to negotiate well to align project outcomes and goals Personal attributes: • Empathetic, observant, and user oriented. • Self-driven and comfortable working independently. • Strong team player and able to navigate cross-team dynamics. • Curious and open to exploring how physical and digital design can shape perceptions and behaviours. • Collaborative and able to align diverse perspectives toward a common user experience goal. [Please note that this is a 2-year contract position. Designation will commensurate with experience.]