Lead Executive - Centre for Service Excellence

As a member of the Centre for Service Excellence, you will be contributing to the service design and experience segment by ensuring that all our stakeholders, including learners, both in‑flight and potential enrollers, industry partners and members of the public are provided with optimum experience with NYP. The role involves mapping customer journeys, identifying pain points, prototyping new service designs, and standardising processes across NYP.

• Lead service design support and process improvement projects end‑to‑end, including customer journey mapping, problem framing, co‑creation and testing of service improvements across key touchpoints.
• Own and maintain master service journey artefacts such as journey maps and an insights repository to support organisational learning and knowledge management.
• Translate customer insights, data and frontline feedback into clear problem statements and actionable service improvement opportuniti...