As part of the Customer Experience & Services, Digital Services Planning Team, you play a crucial role in enhancing the customer journey and digital services offered by TADM. This position requires good understanding of digital tools and communication channels, user experience optimisation, developing communications strategies to reduce barriers of customers using our eServices, and collaboration with cross-functional teams to ensure a seamless and user-centric experience for individuals seeking employment dispute resolution services at TADM.
Our key digital touchpoints include our 1) website and 2) integrated system that covers the end-to-end dispute resolution journey from i) chatbot to ii) claim filing and iii) e-Negotiation and/or e-Mediation.
Role:
Website Management: Maintain and enhance our website, which includes our chatbot and integrated system. This includes the iterative process of review, refinement and update of existing content as well as design, testing and implementation of new developments.
Performance Monitoring: Report monthly customer satisfaction ratings and feedback. Monitor key performance indicators (KPIs) related to the customer journey and digital services, making data-driven adjustments to meet performance goals.
Stakeholder Collaboration: Work closely with different stakeholders, including external vendors and internal business users to ensure that digital platforms and tools such as our eServices are user-friendly and aligned with customer needs. Develop resources, collaterals and conduct trainings for internal and external customers (where applicable) to adopt our digital tools and adapt to the online processes.
Feedback Management: Collect, respond and analyse user feedback to continuously refine digital services and address issues promptly. This includes both quantitative customer satisfaction ratings and qualitative customer insights from feedback, focus group discussions or quarterly customer service survey.
Qualifications:
- Tertiary education in Business, Information Technology or a related field is an advantage.
- Proficiency or experience in digital service planning, user experience, or customer journey analysis is preferred.
- Familiarity with government service standards and employment dispute resolution processes is preferred.
Knowledge and skills:
- Strong analytical skills and proficiency in data analytics tools.
- Strong problem-solving capability with the ability to grasp business issues and technical problems; and provide sound and logical solutions.
- Must possess a customer-centric mindset and able to multitask and work under pressure.
- Independent and strong team player with excellent communication and collaboration skills.
The position offered will be commensurate with the candidate’s experience and suitability.
Kindly state your expected salary in your resume. Only shortlisted candidates will be notified.