Senior/Principal Manager, Customer Experience (CXDO)

[What the role is]

About the Role

The Customer Experience and Data Office (CXDO) is driving a transformative omni-channel service delivery strategy for SkillsFuture Singapore (SSG) and Workforce Singapore (WSG). We are seeking a dynamic Senior/Principal Manager to join our Customer Experience team.
This role offers an exciting opportunity to shape the future of citizen-centric service delivery across multiple service channels, including traditional inbound calls and email/portal feedback as well as emerging channels of live chat, chatbot, call-me-back appointments. . You will work at the intersection of strategy, operations, technology, and quality assurance, playing a pivotal role in our journey towards an omni-channel service model with enhanced customer satisfaction and scalable operations. You will have the unique opportunity to be part of the development and implementation of our emerging channels, and see through the end-to-end journey of a new channel impl...