Manager, Service Development & Delivery at Sisal

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

13 Jan, 26

Salary

0.0

Posted On

15 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Analysis, Service Design, Project Management, Analytical Skills, Problem-Solving, Communication, Collaboration, User Journey Mapping, Service Process Design, Feature Development, Quality Assurance, Training Material Development, Marketing Collaboration, Customer Feedback Analysis, Resource Allocation, Go-to-Market Strategy

Industry

Entertainment Providers

Description

Job Description Enhancing the overall customer experience for our service lines, with the ultimate goal of increasing customer satisfaction and loyalty. This person will be deeply involved in identifying gaps, and being part of projects and initiatives to bring about improvements to our service offerings. Responsibilities Customer Experience Analysis Develop and maintain comprehensive customer journey maps for service lines, segmenting by persona to identify critical touchpoints and pain points Conduct in-depth root cause analysis of service processes and customer feedback to pinpoint areas for improvement Rationalize and prioritize feature requests from customers, evaluating their potential impact on customer satisfaction and business goals Service Design & Improvement Design and scope new features or enhancements that directly address customer needs and improve the overall service journey Develop project charters to document the business case, objectives, scope, process, and success criteria for all new feature developments Manage feature development timelines and resource allocation, working closely with Tech teams and external vendors to ensure seamless implementation Oversee testing results and quality assurance to ensure new solutions meet all requirements and function as intended Create training materials and guides for internal teams (e.g., Operations, Sales, IT) to ensure a smooth rollout of new features and processes Go-to-Market Initiatives Develop clear communication materials for internal stakeholders, providing essential information on new product developments and service enhancements Collaborate with Marketing and Communications to create external messaging that effectively communicates service improvements and changes to customers Partner with Business Development and Sales to create and execute marketing campaigns aimed at driving service adoption and revenue growth Requirements Minimum 3 years experience in a customer experience, product management, or a similar role Strong analytical and problem-solving skills, with the ability to turn data into actionable insights Excellent project management skills and the ability to manage multiple projects simultaneously Exceptional communication and collaboration skills, with a track record of working effectively with cross-functional teams Experience in designing and mapping user journeys and service processes. A proactive and results-oriented mindset with a focus on delivering value to the customer For over 165 years, Singapore Post (SingPost) as the country's postal service provider, has been delivering trusted and reliable services to homes and businesses in Singapore. SingPost is a leading postal and eCommerce logistics provider in Asia Pacific. The portfolio of businesses spans from national and international postal services to warehousing and fulfilment, international freight forwarding and last mile delivery, serving customers in more than 220 global destinations. Headquartered in Singapore, SingPost has over 4,900 employees, with offices in 14 markets worldwide. Since its inception in 1858, the Group has evolved and innovated to bring about best-in-class integrated logistics solutions and services, making every delivery count for people and planet. To find out more about SingPost, please visit www.singpost.com

Responsibilities

The Manager, Service Development & Delivery will enhance the overall customer experience for service lines by identifying gaps and implementing improvements. This role involves analyzing customer journeys, managing feature development, and collaborating with various teams to ensure successful service enhancements.