Executive Manager, Service Strategy and Delivery (Contract)

About the role

This contract role leads the Customer Insights team to build strategic customer intelligence capabilities for NEA. It strengthens understanding of customer needs, behaviours and service trends to support service delivery improvements and customer experience outcomes. The role leads officers in the team and drives the use of advanced analytics, AI-enabled tools and evidence-based decision making, working closely with partners from service and operations.

Key responsibilities

• Analyse customer feedback, service performance and operational data to identify behaviour patterns, demand trends and improvement opportunities.
• Develop customer intelligence and insights supporting strategic decisions, service planning and policy implementation.
• Lead the development of predictive analytics to anticipate demand and needs, support resource planning and enable proactive interventions.
• Turn analytical findings into data-driven recommendations for better customer experience and service delivery.
• Design and maintain dashboards, reports and analytical products to monitor service performance and customer outcomes.
• Partner with stakeholders across NEA to drive insight-led improvements and measure their impact.
• Guide the team's advice on data analytics projects and ensure sound methodology and analytical rigour.
• Lead and develop a team of officers while strengthening organisational capabilities in customer analytics, predictive analytics and data-driven decision making.

Required profile

• Professional qualification in a quantitative science such as market research, statistics, business analytics, artificial intelligence or data science.
• At least 5 years' relevant experience in data analysis, predictive analytics, quantitative and qualitative research.
• Experience leading and developing a team and building organisational analytics capabilities.
• Preferred: experience in predictive modelling, forecasting or AI-enabled analytics.

Required skills

• Data analytics and statistical analysis, including quantitative and regression analysis.
• Data visualisation and dashboard tools; familiarity with Qlik Sense, Tableau or Power BI is an advantage.
• Strong analytical, problem-solving and stakeholder management skills.