Senior Manager/Assistant Director, Customer Insights and Engagement

As Senior Manager/Assistant Director in the Customer Insights and Engagement team, you are part of a team seeking to strengthen CSC’s engagement and strategic partnerships with other public sector agencies. Your primary role is to develop and implement engagement strategies and initiatives that foster strong relationships with our customers, manage key agency relationships, and translate customer insights into actionable recommendations that align with CSC's overall business objectives.

• Manage a portfolio of public sector agencies as their primary engagement touchpoint. This includes analysing their learning needs within their operating contexts, identifying capability gaps, and connecting agencies with relevant internal CSC teams to co-develop learning solutions that address their specific needs or support their organisational performance. • Analyse data from agency engagements and interactions to identify key trends, capability gaps, and emerging learning needs across the public sector, creating clear data narratives that inform strategic decision-making. • Develop and implement engagement strategies and initiatives that strengthen relationship building with agencies, and position CSC as a convener for the communities of Learning & Development (L&D) practitioners and Public Service Training Institutes within the Singapore Public Service to enable knowledge sharing and strategic alignment of L&D priorities and initiatives. • Drive continuous improvement of agency engagement systems and processes by identifying gaps and inefficiencies, recommending enhancements based on agency feedback and data insights, and implementing changes that improve service delivery and customer experience.

• At least 8-10 years of relevant working experience in business development, corporate relations, learning and development, consultancy, or related fields, with demonstrated experience in stakeholder management and strategic partnership development. • Able to work effectively in a dynamic, fast-paced environment and comfortable working with ambiguity and navigating complex, evolving situations. • Strong collaborative skills to effectively manage multiple stakeholders' priorities and engage in meaningful conversations with key stakeholders to strengthen sense-making and relationship-building. • Able to lead and guide teams in scoping projects effectively, manage project progress to identify and address challenges, and ensure projects are completed within designated timelines with all deliverables met. • Able to distill data into clear, compelling narratives that support decision making and direction. • Possesses strong analytical and critical thinking skills in order to sense-make discussions and insights with customers and stakeholders. • Excellent communication and presentation skills to convey insights and recommendations to senior stakeholders and diverse audiences Key competencies required Consultancy Able to distill and make sense of diverse data sets and information gathered from agencies within the context of their operating dynamics and environment. Adept at organising and translating data into clear insights that facilitate meaningful discussions and action planning with stakeholders. Able to identify potential noise in the data and develop strategies to verify information and gain clarity on agency needs and priorities. Outreach and Engagement Able to develop and implement engagement strategy and initiatives that align with agency customer objectives and CSC’s strategic direction. Able to identify areas for improvement and recommend solutions to enhance future engagement initiatives. Facilitation Able to facilitate discussions and sessions effectively using appropriate methods to achieve engagement objectives. Skilled at creating inclusive environments where participants feel comfortable sharing ideas, identifying and addressing barriers to participation, and handling sensitive topics tactfully while managing group dynamics and emotions. Data Storytelling Able to develop compelling data narratives that transform analysis into meaningful stories, making discoveries and insights accessible and actionable for stakeholders. Skilled at leveraging data stories to influence stakeholders' thinking, facilitating refinement of problem statements and deeper understanding of findings. Able to translate insights into practical recommendations with clear metrics to track improvement and demonstrate impact.