[LTA-QSC2] DEPUTY/ASSISTANT MANAGER, CUSTOMER COMMUNICATIONS & SERVICE CULTURE

[What the role is]
DEPUTY/ASSISTANT MANAGER, CUSTOMER COMMUNICATIONS & SERVICE CULTURE

[What you will be working on]

We are looking for an officer with a customer-centric mindset to build a strong service culture and uphold service standards in LTA. You will need to leverage on data analytics to enhance LTA’s service strategy, plan and support projects to strengthen the service culture in LTA. In particular, the officer will analyse data from LTA’s customer feedback management system to draw actionable insights to improve our customer service delivery. You will work with internal stakeholders to apply these insights to the upstream redesign of policy, regulations or processes to improve customer experience and reduce feedback. In addition, you will support the review of customer communications (e.g. letters, SMSes) and digital services (i.e. UI/UX) to improve our customer’s experience in their interactions with LTA.

[What we are looking for]
• Tertiary qualification in Business/ Statistics/ Analytics/ Maths or related
disciplines with at least 2 years’ working experience
• Customer-oriented mindset, with strong analytical and critical thinking
skills
• Prior knowledge to data management, business analytics or statistics,
especially in a customer operations environment, will be an advantage
• Strong interpersonal skills to engage internal stakeholders
• Good writing skills
• Relevant experience in customer service and service planning with similar
job scope would be an advantage
• Candidates with relevant experience will be considered for higher
appointments