In line with Singapore’s social compact, IMDA seeks to help every citizen (from the young to the old) thrive in the digital age, and feel that he or she can engage in activities online in a safe, inclusive and empowering way. IMDA works actively with the public, people and private sectors (3P) to Dream, Design and Deliver so as to strengthen the digital dimension of Singapore’s social compact, or Singapore’s digital future.
This way, no citizen will be left behind and we can move forward as one nation.
If you have the passion to work with 3P to strengthen our social compact in an increasingly digital age, and the needed skills or experience, do approach us to explore further.
Part of the Digital Readiness Cluster (DRC) in IMDA, the Planning and Customer Experience unit will have strategic overview of DRC’s work and seeks to develop effective, longer-term strategies, capabilities, and resources to help DRC be closer to achieving its vision of Singapore being an inclusive digital society.
You will be part of a team that will ensure high level of integration and alignment across DRC’s work, towards our overall vision. This will include identifying strategic issues, developing/formulating strategies and plans, facilitating the implementation of initiatives/programmes, and ensuring effective implementation of plans to achieve outcomes.
What You Will Be Working On
Planning
Conduct research and analysis to identify and better understand current and emerging issues; draw insights and conclusions from research and other data points to formulate recommendations
Evaluate existing programmes and identify gaps and opportunities in line with programme intent and desired outcomes – this includes conducting programme evaluation, identifying areas of improvement in customer journey and reviewing current programme design, workflows and processes to improve service delivery and programme implementation.
Monitor the progress of key programmes (e.g. SG Digital Office, Digital Access schemes) as well as customer feedback to identify trends and necessary improvements
Support discussions on internal priorities and resource allocation for these programmes
Customer Experience (CX) & Service Excellence (SE)
Develop and set the strategic plans for DRC in achieving its CX vision
Guide operational teams in adopting the CX and SE principles across all customer touchpoints for DR priorities
Advise and empower operational teams to deliver enhanced CX across services and digital touchpoints
Maintain oversight of DRC CX dashboard, measure end-to-end customer journey and track delivery of programmes
Drive learnings and continual improvement through a community of practice
What We Are Looking For
Background in strategic planning, public policy, economics, social sciences, business or other related disciplines
Expertise in Customer Experience, Service Excellence and/or Design Thinking with experience in systems-level review, design and delivery of customer-centric processes and services from start to end (e.g. user research, journey mapping, service blueprinting, data analysis, implementation) is preferred
Possess strong analytical skills, strategic and conceptual thinking skills
Comfortable with quantitative and qualitative data and analysing trends
Strong communication (oral and written) skills with ability to work with staff from all levels
Self-motivated with a great sense of urgency and follow-through, and comfortable with ambiguity
Able to work independently as well as in a team/cross-team setting
The position offered will be commensurate with experience.
Only shortlisted candidates will be notified.
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