Head of Service Excellence & Patron Experience

The National Library Board (NLB) is seeking a seasoned leader to head Service Excellence and Quality Service Management. You will oversee patron feedback, service standards, and performance across NLB's physical and digital touchpoints, driving empathetic, patron-centric experiences. You will collaborate with service owners to identify gaps, develop improvements, and promote a culture of insight-led service excellence, leveraging AI and digital tools where appropriate. J-18808-Ljbffr