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 the Tripatite Alliance for Dispute Management (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.
Your Scope of Work may include (allocation of responsibilities to be determined):
Digital Customer Journey Development and Migration: Contribute to the development and execution of the organisation’s digital strategy, aligning it with customer experience goals and organisational standards. Develop resources, collaterals and conduct trainings for internal and external customers (where applicable) to adopt our digital tools and adapt to the online processes.
Data Analysis and Insights: Utilise data analytics tools to observe trends and gather insights on user behaviour preferences, identifying pain points and opportunities for improvement. Translate data findings into actionable improvements to enhance the customer experience and optimise digital service delivery to deliver exceptional customer experience.
System Management: Maintain and enhance our key digital touchpoints which include our chatbot and integrated system. This includes the iterative process of review, refinement and update of existing infrastructure and databases as well as design, testing and implementation of new developments.
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.
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.
Job requirements:
- Tertiary education in Business, Information Technology or a related field.
- 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.
- 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.
- Certification in User Experience (UX) and User Interface (UI) design, customer experience management, or project management would be beneficial.
- Experience with A/B testing and optimisation techniques would be an added advantage.
- Knowledge of government regulations related to digital accessibility would be an added advantage.
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.
