Executive Manager (Service Strategy and Delivery Department) - Contract

[What the role is]

This role will lead the Customer Insights team to develop strategic customer intelligence capabilities for NEA. The role is responsible for strengthening NEA's understanding of customer needs, behaviours and service trends to support service delivery improvements and customer experience outcomes. This role provides leadership to officers within the team and drives the use of advanced analytics, AI-enabled tools and evidence-based decision making. You will be working closely with partners from service and operations to identify trends and support continuous improvements.

[What you will be working on]

• Analyse customer feedback, service performance and operational data to identify customer behaviour, service demand patterns, emerging trends and service improvement opportunities.
• Develop customer intelligence and actionable insights to support strategic decision-making, service planning and policy implementation.
• Lead the development of predictive analytics capabilities to anticipate future service demand, customer needs and emerging issues, and support resource planning and enable proactive service interventions.
• Translate analytical findings into data-driven recommendations that improve customer experience, service delivery and operational effectiveness.
• Design and maintain dashboards, reports and analytical products to support monitoring of service performance and customer outcomes.
• Partner stakeholders across NEA to drive insight-led service improvements and measure the impact of implemented initiatives.
• Oversee and guide the team's advisory on data analytics projects, ensuring sound methodology, analytical rigour and the appropriate application of advanced analytics and AI-enabled techniques.
• Lead and develop a team of officers, while strengthening organisational capabilities in customer analytics, predictive analytics and data-driven decision-making.

[What we are looking for]

The job might be for you if you possess the following qualities:

• Professional qualifications in one of the following quantitative sciences: Market Research, Statistics, Business Analytics, Artificial Intelligence, Data Science
• Minimum 5 years’ relevant working experience in the areas of data analysis, predictive analytics, quantitative and qualitative research
• Proficient in data analytics and statistical analysis tools, with the ability to perform quantitative and regression analysis
• Experienced in using data visualisation and dashboard tools to communicate insights to diverse audiences; familiarity with tools such as Qlik Sense, Tableau or Power BI is an advantage
• Strong analytical, problem-solving, and stakeholder management skills
• Ability to translate complex data into clear, actionable insights and recommendations
• Experience in predictive modelling, forecasting, or AI-enabled analytics is preferred
• Proven experience leading and developing a team, with a track record of building organisational analytics capabilities

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.