Overview
Join HDB’s Customer Management Department (CMD) as a Customer Experience & Performance Intern and gain hands-on experience in improving public housing services. You will support performance analysis, map customer journeys, and help enhance HDB’s e-services to better meet the needs of Singaporeans.
What You'll Get Out of This Internship
- Exposure to real-world customer experience design and service delivery analysis
- Hands-on experience in data analytics, performance monitoring, and user research
- Opportunity to conduct customer interviews and map service journeys
- Develop problem-solving and critical thinking skills through actionable recommendations
- Mentorship from experienced professionals in public service and housing management
Key Responsibilities
- Analyse customer feedback from emails, surveys, e-service ratings, and hotlines to identify service issues and root causes
- Map customer journeys for priority transactions and online services, identifying pain points and improvement opportunities
- Conduct interviews and gather insights to enhance user experience and interface of HDB e-services
- Monitor performance indicators to ensure key service touchpoints meet standards
- Identify trends and risk areas, recommending proactive measures for service improvement
- Support development of actionable recommendations to enhance customer experience
- Collaborate with internal teams to implement improvements across platforms and processes
Requirements
- Currently pursuing an undergraduate degree in Economics, Data Analytics, or related fields
- Strong analytical and problem-solving skills
- Detail-oriented with the ability to manage and interpret multiple data sources
- Good communication skills, able to summarize findings clearly
- Proactive and eager to contribute to service improvement initiatives
- Comfortable conducting user interviews and gathering qualitative insights
Who This Internship Is Ideal For
Ideal for students interested in customer experience, service design, and data-driven public service improvement who enjoy analyzing data and solving real-world problems.
About the Company
The Housing & Development Board (HDB) is Singapore’s public housing authority, providing quality homes and related services to residents. HDB focuses on enhancing community living through innovative solutions, efficient services, and citizen-centric initiatives.
Internship Details
Location: Singapore
Duration: 4 months
Commitment: Full-time
Working Arrangement: Onsite
Stipend: Not specified by employer
Application Deadline: Rolling basis
