Asst Director, Customer Insights (Strategy Mgmt)(Contract till 30 December 2028)

[What the role is]

The Health Promotion Board’s vision is to make Singapore a nation of healthier people. Come be a part of this journey if you’re passionate about creating boundary-pushing work that drives behavioral change.

You will be a part of HPB's Customer Experience & Service Excellence, which strives to enhance service delivery and customer satisfaction across HPB's diverse touchpoints, delivering intuitive and personalised experiences that empower our citizens to embrace holistic well-being. As we transform our customer experience delivery, you will play a key role in translating our CX ambitions into coordinated action, strengthening organisational capabilities and driving continuous improvement across HPB.

[What you will be working on]

As a key member of the Customer Experience & Service Excellence team, you’ll have to be comfortable to put on many hats.

CX Strategy Implementation

• You will lead the translation of HPB’s CX strategy into enterprise implementation roadmaps, priorities, milestones, resource requirements and adoption plans.
• You will establish implementation standards, direct cross-divisional planning, assess dependencies and risks, and advise senior management on strategic refinements and enterprise priorities.
• You will lead the annual CX Year-in-Review to assess progress, consolidate key achievements and lessons, and inform priorities for the year ahead.

CX Governance and Organisational Adoption

• You will design and own governance, performance tracking and escalation mechanisms for enterprise CX priorities.
• You will set expectations for divisional adoption, convene decision forums, drive accountability for agreed actions and milestones, and recommend interventions to address systemic delivery, policy or resource gaps.

CX Maturity and Capability Building

• You will lead the development and implementation of an enterprise-wide approach to assess and strengthen HPB’s customer experience maturity and capabilities.
• You will establish assessment standards, identify priority capability gaps and work with stakeholders to translate findings into practical improvement plans.
• You will lead the CX Community of Practice and enterprise capability-building portfolio, mobilising practitioners and leaders.

Citizen Understanding and Engagement Orchestration

• You will lead the programme management and governance of enterprise initiatives that strengthen HPB’s understanding of citizens and enable more coordinated engagement across divisions.
• You will define implementation plans, decision rights, stakeholder accountabilities and performance measures, while bringing together citizen insights, engagement delivery and operational feedback across relevant teams and business divisions to support more informed and connected engagement decisions.

Performance Monitoring and Management Reporting

• You will own the enterprise performance view of CX strategic initiatives. You will define indicators and reporting standards, interpret progress and impact, identify systemic risks and underperformance, and provide senior management with decision-ready analysis and recommendations on corrective actions, resource trade-offs and changes in priority.

[What we are looking for]

An ideal candidate will be a strategic, collaborative and resourceful individual with at least 8 years of relevant experience in strategy execution, enterprise transformation, customer experience, organisational change, programme governance or related fields. This should include at least 3 years of experience leading teams, enterprise programmes or complex cross-functional portfolios, with accountability for performance, resources and stakeholder outcomes.

Relevant experience in customer insights and data analysis, or certifications in change management, project management, or customer experience will be advantageous.

The candidate should also possess:

• Demonstrated experience translating ambiguous strategic intent into measurable implementation outcomes.
• Proven ability to influence senior stakeholders, negotiate shared accountabilities and resolve complex cross-functional issues without relying on formal authority.
• Experience establishing governance, performance measures and decision-ready reporting for organisation-wide initiatives, including managing delivery risks, resource trade-offs and corrective actions.
• Strong strategic thinking and organisational capability
• Excellent communication, facilitation and negotiation skills, with the ability to build productive relationships across teams, departments and divisions.
• Ability to create clear and engaging content for internal audiences, translating complex ideas and insights into practical presentations, staff communications and learning materials.
• Ability to operate effectively amid ambiguity, remain focused on results and follow through on commitments in a disciplined manner.
• High standard of professionalism and integrity, with a citizen-centric approach to work.
• Proven ability to motivate teams and drive collaborative success across the organisation.

Successful candidates will be offered a contract till 30 December 2028.