You will be responsible for analysing customer feedback and customer-related data to develop deep understanding of customer behaviours, needs and expectations. This role translates data-driven insights into actionable recommendations to improve customer satisfaction, service quality and service delivery outcomes. You will be working closely with partners from service and operations to identify trends and support continuous improvements.
National Environment Agency
Assistant Manager/ Manager (Service Experience Department)
Fixed Terms
Closing on 21 Mar 2026What the role is
What you will be working on
Review transaction data from various public feedback channels to identify opportunities to improve service experience and streamline processes
Analyse customer feedback, survey results and operational data, including those related to Contact Centre operations, such as transaction volume, Average Handling Time, Customer Satisfaction Survey results, and other performance metrics to identify trends, patterns and insights related to service delivery and operation planning
Develop customer insights to better understand behaviours, preferences and requirements
Prepare clear reports, dashboards, and presentations to communicate findings and recommendations to stakeholders
Support service improvements initiatives by providing data-backed insights and measuring the impact of implemented changes
Ensure data accuracy, consistency, and proper documentation of methodologies
Other duties as assigned
What we are looking for
The job might be for you if you possess the following qualities:
Professional qualifications in one of the following quantitative sciences: Market Research, Statistics, Marketing/Communications, Data Science
Minimum 2 years’ relevant working experience in the areas of data analysis, quantitative and qualitative research
Proficient in Microsoft Excel to perform statistical and regression analysis
Familiar with the use of dashboard visualization tools such as Qlik Sense, Tableau, Python
Strong analytical and problem-solving skills
Good communication skills and stakeholder engagement capabilities
Able to translate data into clear, actionable insights
Able to complete work assignments timely in a fast-paced environment
As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.
About your application process
This job is closing on 21 Mar 2026.
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 National Environment Agency or the wider Public Service.
About National Environment Agency
The National Environment Agency (NEA) is the leading public organisation responsible for ensuring a clean and sustainable environment for Singapore. Its key roles are to improve and sustain a clean environment, promote sustainability and resource efficiency, maintain high public health standards, provide timely and reliable meteorological information, and encourage a vibrant hawker culture. NEA works closely with its partners and the community to develop and spearhead environmental and public health initiatives and programmes. It is committed to motivating every individual to care for the environment as a way of life, in order to build a liveable and sustainable Singapore for present and future generations.
For more information, visit www.nea.gov.sg
Learn more about National Environment Agency