What the role is: As an Assistant Director in the Customer eXperience Department (CXD), you will play a central role in shaping and advancing MOM's service excellence agenda. You will ensure that MOM's service vision, strategies, and plans keep pace with customers’ evolving needs and deliver meaningful impact in a resource sustainable manner.
What you will be working on: - Service Strategy and Transformation: You will lead efforts to keep MOM's service vision and delivery strategies relevant and forward‑looking, and translate service goals into actionable plans. This includes devising service differentiation strategies, rallying leadership and divisional support to drive implementation, and overseeing CXD's annual work plan formulation.
- Service Performance Management: You will review, design and monitor key service metrics to track progress in achieving key service outcomes, work with divisions to formulate effective action plans and provide reg...