Manager/Senior Manager, Customer Experience & Service Excellence

As a key member of Customer Experience & Service Excellence team, you’ll have to be comfortable to put on many hats.

CX Strategy Implementation

You will coordinate the development and implementation of CX initiatives, applying customer experience frameworks and journey-based thinking to ensure the successful execution of CX strategies and improved satisfaction metrics. You will drive project implementation with clear objectives and timelines whilst acting as liaison across teams for smooth coordination.

CX Capability Building & Community Engagement

You will maintain and enhance CX knowledge repositories (frameworks, tools, and guidelines) to ensure they remain relevant and accessible across the organisation. You will coordinate internal communications and engagement activities to enhance knowledge-sharing across the organisation and foster the adoption of CX principles.

CX Measurement & Reporting

You will monitor and analyse CX data to identify trends and improvement opportunities. You will translate data into actionable insights and prepare reports to communicate CX performance effectively to stakeholders.

Budget & Resource Management

You will monitor department budget utilisation and oversee procurement processes to ensure efficient resource management and financial accountability.

An ideal candidate will be a dynamic and self-motivated individual with at least 3-5 years of working experience in customer experience, service design, project management or related fields.  Experience in customer data management and analysis, Voice of Customer / survey management systems, and data visualisation tools will be an added advantage.

The candidate should also possess:

• Prior experience applying customer experience or service design frameworks and methodologies in real-world settings.

• Ability to work independently with minimal supervision whilst managing multiple initiatives simultaneously to deliver results within timelines.

• Strong collaboration and stakeholder management skills; confident to work with multiple cross-functional teams in a complex, dynamic environment.

• Strong result-orientation and problem-solving ability, with a focus on achieving measurable outcomes and driving business impact.

• Strong ability to distil and communicate complex customer experience concepts in a concise and coherent manner (written and oral).

Successful candidates will be offered a 1-year contract in the first instance and may be considered for an extension or be placed on a permanent tenure subject to meeting criteria​.