Senior/Lead Executive - Centre for Service Excellence
Core
Lead service delivery and experience operations for a diverse stakeholder group including learners, industry partners, and the public, managing both routine and complex cases via customer journey mapping.
Role type
Senior/Lead Executive, Service Operations & Customer Experience
Builds
Service solutions and operational processes for a national polytechnic (NYP)
Domain
Education + Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Case management, Customer journey mapping, Strategic planning, Data analysis, Process improvement, Stakeholder management, Written communication, Operational efficiency, Resource allocation, Quality assurance
Preferred skills
Corporate communication experience, Service design project experience, Power BI proficiency
Technologies
Excel, Power BI
Responsibilities
Manage day-to-day operations across physical and digital touchpoints; Conduct comprehensive case analyses for complaints and appeals; Coordinate replies with internal stakeholders; Map customer journeys to identify pain points; Track key service delivery metrics and conduct basic data analysis; Provide guidance to team members on case management systems.
Seniority
Senior, hands-on IC
