[What the role is]
As a member of the Service Transformation Taskforce, you will drive the overall transformation efforts towards delivering delightful services through the development and implementation of policy-driven process changes, and implementation of digital strategies and products to improve the efficiency and customer experience of LTA’s feedback management process.[What you will be working on]
- Analyze LTA’s feedback data to develop strategies and organisation-wide policy changes to streamline feedback management processes.
- Deploy and initiate data analytics projects to derive customer service insights.
- Collaborate with industry partners to leverage on emerging technologies such as Gen AI and Agentic AI to implement innovative digital solutions that can translate to productivity savings.
- Work with internal stakeholders to design and enhance customer journeys across key services, translating user needs into innovative digital solutions that ensure comprehensive service delivery.
- Drive change management and the development of internal communication plans for the taskforce.
[What we are looking for]
- Knowledge in any discipline, preferably with a discipline in statistics, data management
- At least 8-10 years of relevant working experience, with prior experience in digital product management or in a similar role, with demonstrated experience in enhancing user experience through innovative digital solutions
- Strong analytical skills, and competency in synthesizing information, building strong narrative and distilling concepts into concrete system and operational workflows
- Experience in change management and familiarity with Design Thinking, Behavioural Insights, or User Experience Design methodologies will be advantageous
- Ability to engage diverse stakeholders to conduct operational diagnosis and strategic visioning to assess and identify opportunities for innovation
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