Product Manager, Customer Responsiveness Department - CRD
Ministry of Manpower
- Singapore
- Permanent
- Full-time
- 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.
- 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