Product Manager, Customer Responsiveness Department - CRD

Ministry of Manpower

  • Singapore
  • Permanent
  • Full-time
  • 1 month ago
What the role is:Overview of MOM: At the Ministry of Manpower (MOM), we strive to build a Great Workforce and a Great Workplace. We work to achieve a globally competitive workforce and great workplace, for a cohesive society and a secure economic future for all Singaporeans. Our work transcends the boundaries of our desks - it takes us to real workplaces all over Singapore. We are continually on the lookout for individuals who want to make a difference and impact lives in the core areas of our work. You will be responsible to conceptualise, define and develop digital product(s) view to enable MOM website to be the preferred self-help option for customers. Based on research and user insights, you would need to consider the ideal customer journey leveraging self-help platforms (e.g. chatbot, AI powered tools) to complement manned channels (e.g., phone, email, web chat). The ideal candidate should be naturally curious about customer behaviour across MOM's service delivery channels (e.g., MOM hotline, eFeedback channel, walk-in services), to elevate customer experience and satisfaction in order to achieve a trusted and customer-centric MOM.What you will be working on:
  • Strategise and develop a product roadmap featuring human-centric end-to-end conversations and scripts for digital platforms: - Work with stakeholders to understand the work processes / policies, including their rationales and intents. - Assist with curating effective chatbot dialogues and prompts that guide customers through the customer journey, ensuring seamless and engaging interactions as well as ensuring the conversations deliver the intended meanings / assistance to customers. - Conduct user experience and testing to understand customer needs and preferences, and to refine conversation flows. - Analyse customer interactions and feedback to continually improve the conversational experience. - Review and propose implementation methodology, including any provisions for data migration and integrations required between IT systems and digital platforms. - Work with relevant parties to identify risk factors, risk mitigation strategies, data preparation tasks, communication plans, and other measures necessary to ensure smooth implementation. • Recommend opportunities including user journeys that could benefit from chabot/AI conversational experiences such as: - Leverage behavioural insights, data analytics and customer journey mapping to identify touchpoints, collaterals, and any other areas for improvement in user experience through conversation / script enhancement. - Develop growth strategies and a comprehensive product roadmap for the chat service (e.g. chatbot and webchat) - Manage timeline and stakeholder coordination, prioritising quick iterations and impactful results • Design conversations and scripts for manned interactions (e.g., calls, emails), and facilitate customer management in challenging service scenarios, including to: - Review existing call scripts and email templates used by MOM Contact Centre, and propose enhancements to ensure clarity, quality, and empathy where appropriate. - Propose feasible exit strategies, with a focus on assisting officers to end customer interactions professionally and tactfully when faced with demanding or persistent customers.
What we are looking for:
  • Bachelor's degree in any related field or equivalent practical experience • 2-5 years of relevant working experience, preferably in CX and/or web analytics, web user experience design, research, strategic planning and / or business intelligence • Proficiency in Python programming language. Strong understanding of user-centric design principles and methodologies. • Creative and analytical thinker with strong problem-solving skills. Familiarity with large datasets and data visualisation techniques. • Experience in crafting dialogues and prompts for digital products • Some knowledge of /experience in cognitive science, psychology or information science • People-oriented. Service-oriented. • Self-driven, thorough and meticulous • Excellent written and communication skills • Exceptional cross-functional team player • Disciplined and self-motivated • Strong analytical and problem-solving skills
About Ministry of Manpower:The Ministry of Manpower (MOM) aims to develop a productive workforce and progressive workplaces, for Singaporeans to have better jobs and a secure retirement. In a rapidly changing global economic landscape, Singapore's workforce and workplace practices have to remain adaptable. MOM's policies help enhance the workforce's profile, promote lifelong employability and income security for Singaporeans, as well as foster excellent working environments that are fair and safe. As an MOM officer, you will get to work in a range of exciting areas to help the Ministry attain its goals, including manpower policy, industrial relations, workplace safety and foreign employment regulation. MOM is committed to creating an inclusive employee experience for all.

Ministry of Manpower