Manager, Customer eXperience Department (CXD)

What the role is
This role is with the Customer eXperience department that manages one of MOM’s key touchpoints – the MOM Contact Centre. You’ll be instrumental in driving effective performance of the centre through service policy reviews and enhancements to improve customer satisfaction. This is a great opportunity to make a tangible impact on how citizens interact with government services!

What you will be working on

Drive effective performance of the MOM Contact Centre through close oversight and guidance of the vendor on their daily operations, and data‑driven interventions.

Shape customer self‑service capabilities by reviewing and enhancing policies, procedures, and FAQs to reduce enquiry volumes whilst improving satisfaction.

Harness the power of data analytics and technology to unlock customer insights and drive service innovation.

Champion customer advocacy through effective feedback management and swift service recovery initiatives.

Collaborate across departments to elevate customer‑facing systems and digital touchpoints.

Ensure robust business continuity planning to maintain uninterrupted service excellence.

Drive budget optimisation and resource allocation for maximum operational impact.

What we are looking for

Hold a tertiary qualification with relevant experience in contact centre operations, vendor management, data analytics, or service delivery.

Demonstrate exceptional analytical and critical thinking abilities, with experience in advanced data analysis tools being highly valued.

Possess strong written and verbal communication skills.

Thrive as a collaborative team player who can work effectively across diverse functions and cross‑functional stakeholders.

Show passion for customer service excellence and continuous improvement.

About Ministry of Manpower
Championing Human Potential for a Thriving Singapore Singaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore’s growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore. As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas – from shaping forward‑looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.

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Tagged as: Data Analysis