Insights & Customer Experience Intern [CMCD]

The Insights and Customer Experience team conducts research surveys and studies to monitor stakeholder sentiments and oversees WSG’s service delivery channels.

The Insights and Customer Experience team conducts research surveys and studies to monitor stakeholder sentiments and oversees WSG’s service delivery channels. Key Responsibilities As an Insights and Customer Experience intern, you will be tasked to collaborate and apply design thinking frameworks when you work on our projects related to research and customer experience. What you will be working on Digital Experience • Transform existing knowledge articles into conversational, user-centric content suitable for chatbots, live chats and other digital platforms as we work towards an omnichannel customer experience • Design conversation flows that guide users through multi-step processes effectively • Monitor enquiry trends, chatbot interactions, and usage metrics across all channels to identify and resolve gaps or inaccuracies Customer Experience • Do data classification for Customer Experience report • Assist in mystery audit evaluation • Support the team in customer relationship management activities as required Research work • Do desktop research to analyse relevant industry news and data points to ideate and further sharpen current research studies • Develop and produce electronic direct mailers and reports that provide actionable insights and communication strategy recommendations

The ideal candidate should have an interest in the areas of conversational AI, research and data visualisation, service delivery and customer experience. Background in the areas of user experience and design, visual communications, and business studies with design thinking is preferred. Competencies Required • [Customer Experience and Service Design]: Contextualise and apply design methodologies and processes to understand different customer segments (e.g. characteristics, behaviours and needs) and design services around customer journey and experience • [System Thinking]: See the different levels of the system in the organisation, their interconnections and interdependencies, and applies understanding to the work performed. • [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and investigate to sense-make and propose sound and timely solutions. • [Working Effectively with Citizens and Stakeholders]: Work closely with other stakeholders and public service agencies in our effort to engage citizens and public officers to deepen understanding of the issues on hand in an empathetic manner. Influence and mobilise all parties to see beyond individual goals towards a collective purpose, and to co-create solutions for a common good. • [Improving and Innovating Continuously]: Constantly evolving the solution through prototyping, testing concepts and models, until it meets the requirements of users. Only shortlisted applicants will be notified.