Manager (Digital Communications & 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, customer experience plays an increasingly important role in how we engage, communicate and build trust with the people we serve. From strengthening service operations and case management processes to improving customer touchpoints and supporting service excellence efforts, customer-centricity is key to delivering responsive and seamless services.

We are looking for a driven and service-oriented individual to join our team. The ideal candidate is operationally strong, people-centric, and able to balance day-to-day operational needs with longer-term improvements to customer experience and service excellence.

[What you will be working on]

What the Role is
You will support the department’s efforts to strengthen customer experience and service delivery across the agency. The role will focus on customer experience operations and case management, including the oversight and management of customer enquiries, appeals, and service-related matters. You will also contribute to service excellence initiatives and process improvement efforts to enhance service delivery and customer experience across the agency.

What You Will be Working On
Customer Experience Operations & Case Management

• Oversee and supervise the outsourced contact centre in the management and monitoring of enquiries and appeals, ensuring timely follow-up, providing guidance on complex and escalated cases, and supporting the development of appropriate responses and resolutions

• Drive service delivery and process improvement initiatives by identifying operational gaps, recommending enhancements, and implementing more efficient workflows and systems

• Monitor the performance and service standards of the outsourced contact centre, identify operational gaps and areas for improvement, and work with the vendor to enhance service delivery and customer experience

• Prepare reports and provide insights on contact centre performance, operational trends, and customer feedback to support service improvements and management decision-making

• Plan and organise customer experience initiatives such as service audits, feedback studies, and customer service journey mapping

Service Excellence & Improvement

• Drive service excellence initiatives and process improvement efforts across the organisation

• Review service guidelines, resources and internal processes and recommend improvements

• Develop and implement internal engagement and capability-building initiatives relating to customer experience and service delivery

• Manage administrative and secretariat duties for customer insights and service-related programmes and initiatives

[What we are looking for]

What We Are Looking For
We are seeking a candidate preferably with a background in Customer Experience, Service Management, Business, Public Administration, or related disciplines. The ideal candidate will possess:

• At least 3 years of relevant experience in case management, customer service, or related fields. Candidates should preferably have exposure in service improvement initiatives, customer journey mapping, design thinking, and multi-stakeholder coordination. Prior public sector experience will be considered favourably

• Ability to analyse quantitative and qualitative customer feedback, operational data, and service trends to derive actionable insights and data-driven recommendations

• Strong communication, stakeholder management, and project management skills

• Proactive and resourceful, with interest in service excellence and continuous improvement

• Comfortable using digital tools and exploring emerging technologies, including AI-enabled solutions, to enhance service delivery and operational efficiency