Lead Executive - Centre for Service Excellence

About the Role

Join the Centre for Service Excellence as a Lead Executive where you will enhance service design and user experience for all stakeholders including learners, enrollees, industry partners, and the public. Your core mission involves mapping customer journeys, uncovering challenges, prototyping innovative service solutions, and standardizing institutional processes to ensure optimal service quality.

Key Responsibilities

• Manage end-to-end service design initiatives, such as customer journey mapping, problem identification, co-creation, and testing improvements across crucial touchpoints.
• Maintain and update master artifacts like journey maps and insights repositories to facilitate organizational knowledge sharing.
• Transform customer feedback, data analysis, and frontline inputs into explicit problem statements and viable service enhancement opportunities.
• Conduct and facilitate service design workshops to incorporate customer needs and challenges into process redesign and service offerings.
• Build internal capabilities by developing simple toolkits, instructional guides, and templates, alongside coaching staff in applying service design methodologies in daily operations.
• Collaborate with stakeholders to standardize service protocols and practices, promoting consistency, efficiency, and elevated quality.
• Perform light audits or reviews of service touchpoints to detect gaps relative to standards and prioritize improvements.
• Design and support feedback systems like surveys and feedback loops to collect and apply customer insights effectively.
• Utilize basic analytics software such as Excel and Power BI to analyze service metrics, identify trends, bottlenecks, and emerging challenges beyond routine reports.
• Support service operations by analyzing recurring issues, customer pain points, and systemic constraints rather than managing daily operations.
• Investigate patterns in complaints and inquiries to discern root causes and suggest upstream service remedies.
• Advise service owners on procedural gaps, resource limitations, or policy-related issues based on operational observations.

Candidate Profile

• Holds relevant academic credentials preferably in UX Design, Service Design, or related disciplines.
• Brings 3 to 5 years of experience in customer-facing industries and service roles.
• Possesses excellent interpersonal skills with a capacity to influence and promote service enhancements.
• Has hands-on experience with service design or process improvement projects.
• Demonstrates strong written and verbal communication skills, capable of engaging diverse internal and external stakeholders.
• Is detail-focused, highly organized, and dedicated to continual improvement and deadline adherence.
• Works effectively within team environments and contributes innovatively to service projects.
• Experienced in data analytics and proficient in creating reports using tools like Excel and Power BI is advantageous.