Manager - Senior Manager (Service Excellence & Customer Experience)

[What the role is]

At the Energy Market Authority (EMA), we do more than keep the lights on. As Singapore's energy market regulator and industry developer, we work to ensure a reliable, secure and sustainable energy supply for homes, businesses and the economy.

As Singapore's energy landscape evolves, delivering excellent public service is increasingly important in building trust and confidence with our stakeholders. We are committed to building a customer-centric organisation through better service design, stronger service capabilities and continuous improvement.

What the Role is

As part of the Digital Communications and Customer Experience Department, you will play a key role in advancing EMA's Service Excellence agenda by driving organisation-wide initiatives that strengthen customer-centricity and improve service delivery.

You will partner stakeholders across the agency to identify opportunities for service redesign, capability building and continuous improvement. The role also oversees customer operations and case management, ensuring operational insights and digital solutions are leveraged to enhance service quality and customer experience.

[What you will be working on]

What You Will be Working On

Service Excellence & Customer Experience

• Drive organisation-wide Service Excellence initiatives to strengthen customer-centricity and improve service delivery across EMA.
• Design and implement capability-building programmes, frameworks, and resources that embed customer-centric practices across the organisation.
• Review customer journeys, service touchpoints, and internal processes to identify opportunities for service redesign and continuous improvement.
• Leverage customer insights, operational data and feedback to drive service improvement initiatives, including customer journey mapping, and service audits.
• Support organisation-wide service excellence programmes and related governance committees.

Customer Operations, Case Management & Service Governance

• Oversee the outsourced contact centre to ensure service standards and customer experience outcomes are consistently achieved.
• Monitor customer enquiries, appeals and case trends to identify systemic issues and opportunities for service improvement.
• Drive the enhancement of customer case management capabilities, including reviewing business requirements, leading the procurement and implementation of a case management system, and improving case management processes.
• Analyse service performance, customer feedback and operational trends to provide insights that support management decision-making and continuous improvement.

[What we are looking for]

What We Are Looking For

We are looking for someone who is passionate about improving customer experiences and driving organisation-wide service excellence.

The ideal candidate should have:

• At least 3 years' relevant experience in Service Excellence, Service Transformation, Continuous Improvement, Service Design, Customer Experience or related fields.
• Demonstrated experience driving organisation-wide service improvement or customer-centric initiatives beyond day-to-day customer service operations. Experience in areas such as service redesign, customer journey mapping, design thinking, or capability-building initiatives will be an advantage.
• Strong analytical skills, with the ability to translate customer feedback, operational data and service trends into actionable recommendations.
• Strong stakeholder engagement, communication and project management skills, with the ability to influence stakeholders across different functions.
• A proactive and collaborative mindset, with a passion for service excellence, continuous improvement and innovation.
• Comfortable leveraging digital technologies and AI-enabled solutions to enhance service delivery and operational efficiency.
• Prior public sector experience will be an advantage.