Service Training Innovation Traineeship [GRIT@Gov]

Job Description:

What The Role Is

The GRaduate Industry Traineeship Programme within the Public Service (GRIT@Gov) aims to provide fresh graduates with opportunities to gain industry-relevant skills and experience that can strengthen their employability to take up full time roles in the sector.

Skills

As a Service Training Innovation Trainee in the Customer Services Branch of the Student Placement & Services Division (SPSD), you will focus on transforming customer service training in MOE's Customer Service Centre through digital innovation and data-driven approaches. You will work on analysing training effectiveness, optimising learning content delivery, and developing scalable frameworks for knowledge acquisition and skills training. Key competencies you will develop include:

* Service Workforce Capability Development
* Service Data Management and Analytics
* Service Tech Innovation and Application
* Service Quality and Standards

What You Will Be Working On

* Analyse current training processes to identify digital solutions that may replace manual training methods for frontline service delivery staff.
* Research and evaluate emerging training technologies, AI-assisted learning tools, and best practices for customer service environments.
* Engage stakeholders to gather requirements for the design of AI-powered training bots or learning platforms to develop officers' service capabilities.
* Design implementation roadmaps for integrating digital tools into existing training workflows in collaboration with stakeholders.

What We Are Looking For

* Relevant academic background or training in Business Management, Business Analytics, AI applications or related field
* Interest in customer service operations, training and development, or process improvement
* Basic analytical skills with experience using Excel, data visualisation tools, or similar analytical platforms
* Strong communication and research skills with the ability to work effectively with diverse stakeholders
* Problem-solving mindset with attention to detail and enthusiasm for digital transformation initiatives
* Familiarity with Design Thinking, Behavioural Insights or User Experience Design methodologies would be an advantage