Asst Director, Customer Insights (Strategy Mgmt)(Contract till 30 December 2028)

Location: Health Promotion Board

[What the role is]

The Health Promotion Board’s vision is to make Singapore a nation of healthier people. Come be a part of this journey if you’re passionate about creating boundary-pushing work that drives behavioral change.

You will be a part of HPB's Customer Experience & Service Excellence, which strives to enhance service delivery and customer satisfaction across HPB's diverse touchpoints, delivering intuitive and personalised experiences that empower our citizens to embrace holistic well-being. As we transform our customer experience delivery, you will play a key role in translating our CX ambitions into coordinated action, strengthening organisational capabilities and driving continuous improvement across HPB.

[What you will be working on]

As a key member of the Customer Experience & Service Excellence team, you’ll have to be comfortable to put on many hats.

CX Strategy Implementation

• You will lead the translation of HPB’s CX strategy into enterprise implementation roadmaps, priorities, milestones, resource requirements and adoption plans.
• You will establish implementation standards, direct cross-divisional planning, assess dependencies and risks, and advise senior management on strategic refinements and enterprise priorities.
• You will lead the annual CX Year-in-Review to assess progress, consolidate key achievements and lessons, and inform priorities for the year ahead.
• CX Governance and Organisational Adoption
• You will design and own governance, performance tracking and escalation mechanisms for enterprise CX priorities.
• You will set expectations for divisional adoption, convene decision forums, drive accountability for agreed actions and milestones, and recommend interventions to address systemic delivery, policy or resource gaps.
• CX Maturity and Capability Building
• You will lead the development and implementation of an enterprise-wide approach to assess and strengthen HPB’s customer experience maturity and capabilities.
• You will establish assessment standards, identify priority capability gaps and work with stakeholders to translate findings into practical improvement plans.
• You will lead the CX Community of Practice and enterprise capability-building portfolio, mobilising practitioners and leaders.