Intern - Enhancing Customer Experience through Analysis and Recognition

Under the internship programme, you will be attached to the Customer Management Department (CMD) in HDB's Housing Management Group.

During your internship, you will provide support to CMD in our efforts to enhance the customer service experience for HDB customers. This role involves both analysing service delivery across touchpoints and developing comprehensive staff recognition programmes to celebrate excellence. You will be asked to: • Analyse customer feedback from various channels such as written correspondences, ratings and surveys to identify problem areas, root causes and develop targeted measures for service improvement. • Conduct ground observations at HDB Branches, including engaging with staff and customers to assess ground operations, service quality challenges, and service standards of Branch frontline areas. • Design and implement internal audit methodologies for customer touchpoints, incorporating mystery shopping elements to provide comprehensive service evaluation. Conduct these mystery audits, record detailed findings and propose areas for improvement. • Design, plan and organise appreciation events and activities to recognise and celebrate staff excellence in customer service delivery. • Create service excellence collaterals and recognition materials to share best practices with frontline staff. • Review and evaluate compliment submission processes to identify pain points and propose solutions to simplify and tighten submission procedures. Students familiar with design thinking and possess a customer centric mindset are preferred. Experience in design and creative work will be useful.

Internship Period: Between May 2026 - Aug 2026 Please submit your CV, Cover Letter and Transcript in your application. We regret to inform that only shortlisted candidates will be notified.