Manager, Insights and Customer Experience (MXDD) [1-year Temp Contract]

The Customer Experience (CX) team drives service delivery transformation across the One Contact Centre (OCC) and its digital channels, ensuring responsive and citizen-centric service aligned with organisational goals.Key ResponsibilitiesAs a Manager (Customer Experience), you will collaborate with CX professionals, service delivery providers, and key stakeholders to drive service excellence across OCC and its digital channels, shaping how SWDA serves its citizens through quality assurance, live chat operations, and continuous service improvement.What you will be working on:Live Chat Operations•            Manage the day-to-day operations of the in-house live chat channel, ensuring timely, accurate, and professional responses to citizen enquiries•            Monitor live chat performance and service levels, identifying gaps and driving continuous improvement•            Develop and maintain operational workflows, escalation pathways, and knowledge resources to support live chat service delivery•            Co-lead and train the live chat team, ensuring staff are equipped with the knowledge and skills to deliver quality service•            Assist in establishing escalation pathways for complex queries requiring human intervention or routing to other channels•            Identify recurring knowledge gaps or inaccuracies in responses and flag them to the team for follow-upContact Centre Operations & Customer Experience•            Support the team in managing the outsourced contact centre, including liaising with the vendor for operational data and reports, and assisting in monitoring service performance against established standards•            Support contact centre agents in clarifying and resolving escalated enquiries, including identifying the appropriate agency or division to route complex cases to.•            Review call and chat interactions against the established QA framework to assess service quality and document findings in accordance with established performance frameworks•            Contribute to service recovery efforts as requiredQuality Assurance & Training•            Operationalise and continuously improve the Quality Assurance framework for the contact centre, establishing performance benchmarks, KPIs, and audit plans to ensure consistent and high-quality service delivery•            Monitor compliance to SOPs and service standards, identifying service gaps and lapses across service delivery channels and working with relevant stakeholders to drive improvements•            Support the development and improvement of training frameworks across the contact centre and in-house livechat team, covering onboarding, continuous learning, and knowledge transfer to ensure staff are well-equipped to deliver quality serviceCustomer Experience•            Deliver service interactions that are empathetic, clear, and aligned with public service values• Support the team in other CX initiatives and activities as requiredRequirementsFresh graduates from any discipline are welcome to apply.Knowledge & Skills•       Strong analytical and problem-solving skills with ability to understand complex operational processes•       Excellent written and verbal communication skills to manage citizen enquiries, engage stakeholders, and support training delivery in a clear, professional, and empathetic manner.•       Strong interest in customer service excellence and digital transformation initiatives•       Familiar with digital customer service platforms such as CRM systems and live chat tools, and a keen interest in using technology to enhance service delivery.•       Proficiency in data analysis and reporting, with familiarity in Microsoft Office suite•       Collaborative mindset with ability to work effectively in cross-functional teams•       An interest in AI-enabled tools and automation to improve workflow and service quality is a plus.Aptitude & Attributes•       Meticulous and resourceful with excellent time-management and attention to detail, with a commitment to quality outcomes.•       A proactive mindset with the ability to identify service gaps and flag them for continuous improvement.•       Self-motivated and able to work independently as well as collaboratively with internal teams and external stakeholders.•       Possess effective interpersonal skills with the ability to maintain a positive and adaptable attitude towards evolving responsibilities.Prior internship or project experience incustomer service, process improvement, or service design would be an added advantage.