Assistant Director, Customer Insights (Strategy Management)

About the role

The Health Promotion Board (HPB) is recruiting an Assistant Director, Customer Insights (Strategy Management) on a contract basis until 30 December 2028. The role sits within HPB's Customer Experience and Service Excellence team, which aims to improve service delivery and customer satisfaction across HPB's touchpoints so citizens can embrace holistic well-being. The incumbent translates HPB's CX ambitions into coordinated action and strengthens organisational capabilities.

Key responsibilities

• CX Strategy Implementation: turn HPB's CX strategy into roadmaps, priorities, milestones, resource needs and adoption plans; set implementation standards, direct cross-divisional planning, assess dependencies and risks, and advise senior management
• Lead the annual CX Year-in-Review to assess progress and inform priorities for the year ahead
• CX Governance and Adoption: design governance, performance tracking and escalation mechanisms; set expectations for divisional adoption, convene decision forums and recommend interventions for systemic gaps
• CX Maturity and Capability Building: assess and strengthen customer experience maturity, identify capability gaps and lead the CX Community of Practice and capability-building portfolio
• Citizen Understanding and Engagement: manage enterprise initiatives that deepen understanding of citizens and coordinate engagement across divisions
• Performance monitoring: own the enterprise performance view of CX initiatives, define indicators and reporting standards, and give senior management decision-ready analysis and recommendations

Required profile

• At least 8 years of relevant experience in strategy execution, enterprise transformation, customer experience, organisational change, programme governance or related fields
• At least 3 years leading teams, enterprise programmes or complex cross-functional portfolios, accountable for performance, resources and stakeholder outcomes
• Demonstrated experience turning ambiguous strategic intent into measurable results, influencing senior stakeholders and resolving cross-functional issues without formal authority
• Experience setting up governance, performance measures and reporting for organisation-wide initiatives
• Strong strategic thinking, excellent communication, facilitation and negotiation skills, and the ability to create clear content for internal audiences

Relevant experience in customer insights and data analysis, or certifications in change management, project management or customer experience, is advantageous. Successful candidates will be offered a contract until 30 December 2028.