Joyce Chang | Head Service Excellence & Rail Digital Media
SMRT Corporation Ltd

Joyce Chang is a dedicated leader in the field of service excellence, with over 18 years of experience in transforming service culture and developing tools for service engagement. Her extensive background, including her tenure at Singapore Airlines, has greatly contributed to her expertise in enhancing customer service strategies and improving passenger experiences.  In her role at SMRT Trains, Joyce spearheads the service excellence culture and initiatives for the workforce. She is the driving force behind the "We Love To Help" service culture transformation campaign, which fosters a mindset of passionate service among employees, both for internal and external customers. Through this initiative, she cultivates a strong service-oriented culture within SMRT.  Beyond shaping service culture, Joyce also leads the Service Excellence Awards and recognition programs, ensuring a continuous improvement cycle that encourages employees to uphold and exceed service delivery standards. Her efforts contribute significantly to maintaining high-quality service levels across the organization.  Additionally, Joyce plays a crucial role in educating the public on gracious commuting behaviors. She conducts Caring Commuter Champions workshops and leverages social and digital media platforms to promote awareness and engagement. Through these efforts, she fosters a more thoughtful and considerate commuting environment for all.  With her wealth of experience and passion for service, Joyce Chang continues to be a driving force behind SMRT’s mission to provide excellent and customer-centric transportation services.