Manager(DigitalCommunications&CustomerExperience)

**[What the role is]** At the Energy Market Authority (EMA), we do more than keep the lights on. As Singapore’s energy market regulator and industry developer, we work to ensure a reliable, secure and sustainable energy supply for homes, businesses and the economy. As Singapore’s energy landscape evolves, customer experience plays an increasingly important role in how we engage, communicate and build trust with the people we serve. From strengthening service operations and case management processes to improving customer touchpoints and supporting service excellence efforts, customer-centricity is key to delivering responsive and seamless services. We are looking for a driven and service-oriented individual to join our team. The ideal candidate is operationally strong, people-centric, and able to balance day-to-day operational needs with longer-term improvements to customer experience and service excellence. **[What you will be working on]** _**What the Role is**_ You will support the department’s efforts to strengthen customer experience and service delivery across the agency. The role will focus on customer experience operations and case management, including the oversight and management of customer enquiries, appeals, and service-related matters. You will also contribute to service excellence initiatives and process improvement efforts to enhance service delivery and customer experience across the agency. _**What You Will be Working On**_ **Customer Experience Operations & Case Management** * Oversee and supervise the outsourced contact centre in the management and monitoring of enquiries and appeals, ensuring timely follow-up, providing guidance on complex and escalated cases, and supporting the development of appropriate responses and resolutions * Drive service delivery and process improvement initiatives by identifying operational gaps, recommending enhancements, and implementing more efficient workflows and systems * Monitor the performance and service standa