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Specialist Diploma in Customer Experience Design and Analytics

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About the Course

The Specialist Diploma in Customer Experience Design and Analytics will provide you with relevant skills and knowledge to build a company’s competitive advantage and brand presence. 

Have you ever wondered how some companies successfully create a huge following of loyal customers? One secret is by having an amazing customer experience. A pleasant customer experience provides companies with an edge over their competitors, especially in today’s environment where customer-centricity takes centre stage. 

Through SDCXDA, you will be prepared to kick-start a career in various sectors in areas such as customer and guest management, user experience, branding, service marketing, relationship management, and business development.

Developed in partnership with the Singapore University of Social Sciences (SUSS), this course is designed to equip you with strong analytics skills to identify industry trends, customer needs, and preferences. In turn, these would enable you to create better customer experience at various touchpoints, building customer loyalty for companies. You will also be empowered to manage projects that focus on customer experience, while deepening your working capabilities; preparing you for career advancement.    

Learning Objectives

  • Interpret and analyse emerging industry trends in the areas of customer experience management
  • Track and analyse customer data in visual representation to design engaging customer journey and experiences
  • Design exceptional service delivery systems with customer-centric, sustainability and technological-driven innovations and processes for a seamless brand and buying experience
  • Manage customer-focused projects which involve experience design and analytics

Target Audience

Individuals who are keen to enhance their career options by developing or deepening their capabilities in data analytics, consumer insights, customer experience design, and customer loyalty retention. 

What is so unique about this programme?

  • Jointly offered by Republic Polytechnic and SUSS. Upon completion, you may receive credit exemptions if you choose to pursue the Bachelor of Science in Business, offered by SUSS
  • Case studies will be used as part of the lessons to facilitate your understanding of the best practices in customer experience design
  • Focuses on in-demand transferable skills in customer experience design. You will also be introduced to customer insights and management

How Often Do I Need to Attend the Course?

Lessons will be held thrice a week at Republic Polytechnic or via online learning. 
Day of Lesson  Duration
Weekdays 7.00pm - 10.00pm
You will be awarded the Post-Diploma Certificate (PDC) upon successful completion of each certificate programme. The Specialist Diploma in Customer Experience Design and Analytics will be issued upon meeting 50% of the attendance requirement and passing the assessment criteria of both PDCs. 

Certification Modules 
Post-Diploma Certificate in Customer Experience Design (By Republic Polytechnic)
  1. Data Visualisation and Analysis
  2. Customer Journey Mapping and Service Design
  3. Service Design Capstone Project
Post-Diploma Certificate in Customer Insights & Managment (By Singapore University of Social Science)
  1. Analytics for Decision-Making
  2. Customer Relationship Management
  3. Innovation Management and Digital Transformation

Module Synopsis

1. Post-Diploma Certificate in Customer Experience Design 

Data Visualisation and Analysis

This module provides students with an understanding of how data can be translated into insights, with the use of data visualisation tools. Students will learn the process to generate insights from data collection. They will also explore data analysis and data visualisation in meaningful ways. Through hands-on activities using data visualisation tools, students will acquire the knowledge and skills to create informative and engaging data visualisations.

Customer Journey Mapping and Service Design

Customer experience is complex and dynamic. Today, customers often use a blend of touchpoints such as "offline to online". With that, customer journey mapping and service design are more important than ever for businesses. This module will provide students with an understanding of the role of customer analytics and the use of customer data to improve customer experience. Students will be introduced to relevant tools and process to gather customer insights to identify and develop new product as well as service opportunities. Students will apply the design thinking approach to understand and develop modern service design; delivering a seamless customer experience across touchpoints. Through hands-on projects, students will acquire the knowledge and skills to turn their understanding of customer needs into innovative new services.

Service Design Capstone Project

This capstone project allows students to apply their knowledge and skills in data analysis, journey mapping, and service design to create a customer journey that inspires service excellence. The students will also develop business strategies that promote positive customer experiences. Students can choose to work on their companies’ projects or projects offered by RP’s industry partners. 
 
2. Post-Diploma Certificate in Customer Insights & Management 

Analytics for Decision-Making

This module aims to equip students with the knowledge and skills to discern how different analytics techniques can be used to generate useful information for decision-making. The module introduces various analytical techniques like visualisation, statistics, data mining, text mining, and forecasting. Case studies will be used extensively and students will also be exposed to relevant software that can be used for selected analytical techniques.

Customer Relationship Management

Customers are at the centre of any business. To achieve business excellence, companies need to understand, manage and build long lasting relationships with their customers. This module aims to build a strong understanding among students on concepts related to long-term customer relationships management (CRM). Students will be taught how to strategise and organise to manage customer relationships. They will also learn the analytical aspects of CRM which includes data management, data analyses and mining, and segmentation. Finally, students will acquire knowledge in the operational aspects of customer relationship management and examine the implementation of CRM systems.

Innovation Management and Digital Transformation

Business product and service innovations are essential for competitive advantage in the digital world where product and service life cycles are becoming shorter. This course aims to help students gain an understanding of product and service innovation management in the context of business and social services. The topics include different forms of innovation, role of new product/service management, new product development process, managing intellectual property, organisation knowledge, strategic alliances, research and development, technology transfers, role of innovation in digital transformation, knowledge management, and contemporary developments.
 
Please click on the "Register" button to view the updated course schedule and fees on the Skills Training & Enhancement Portal (STEP).
The minimum entry requirements for the Specialist Diploma in Customer Experience Design and Analytics is as follows: 

Applicants should possess at least a local diploma qualification or equivalent from recognised institution.   

Applicants who do not meet the entry requirements may be considered for admission to the course based on evidence of at least five years of relevant working experience or supporting evidence of competency readiness. Suitable applicants who are shortlisted will have to go through an interview and/or entrance test. 
Please click on the "Register" button to view the updated course schedule and fees on the Skills Training & Enhancement Portal (STEP).
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Last updated on 28 Dec 2023

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