Assistant Director (Culture and Experience Development)

Singapore General Hospital; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading healthcare institution in Singapore seeks an Assistant Director for Culture and Experience Development. This role involves leading strategic initiatives to enhance service excellence and embed a people-first culture within the organization. Candidates should have a recognized degree and at least 10 years of relevant experience in education or organizational development, with expertise in training strategies and stakeholder engagement. A passion for fostering a compassionate workforce is essential.

Qualifications

• Minimum of 10 years relevant experience, with 5 years in managerial or leadership roles.
• Proven ability to conceptualise and implement training strategies.
• Experience in complex healthcare or public sector environments preferred.

Responsibilities

• Lead design and implementation of service excellence and capability-building programmes.
• Provide strategic direction for experiential learning.
• Mentor internal trainers to ensure quality in learning delivery.
• Lead engagement initiatives fostering pride among staff.
• Establish governance structures for tracking training outcomes.

Skills

Empathy

Communication

Analytical thinking

Influential communication

Stakeholder engagement

Education

Recognised degree in a related field

Postgraduate qualification in Education, Organisational Development, Communication, or Healthcare Leadership

Job description

The Assistant Director, Culture and Experience Development, leads the strategic development of SGH’s service excellence, learning, and engagement programmes that build a people-first culture across the hospital. This role drives the hospital’s efforts to embed empathy, communication, and patient-centred behaviours into everyday practice through structured capability-building frameworks.

Reporting to the Director, Office of Patient Experience (OPE), Culture Building and Service Excellence (CBSE), your roles will be as follows:

• Lead the strategic design, planning, and implementation of hospital-wide service excellence and capability-building programmes that strengthen empathy, communication, and patient engagement skills through collaboration with stakeholders to ensure training initiatives align with SGH’s capability framework and organisational goals.

• Provide strategic direction for the design and delivery of experiential learning, incorporating simulation, digital learning, storytelling, and patient-partner participation.

• Oversee and mentor internal trainers, vendors, and facilitators to ensure quality and consistency in learning delivery.

• Lead hospital-wide engagement initiatives that foster a sense of pride, belonging, and ownership among staff that strengthen SGH’s Service Excellence competencies.

• Ensure alignment with SGH priorities, creating a workforce that delivers care with compassion, professionalism, and pride through working closely with stakeholders such as Learning & Career Development (LCD), and clinical departments.

• Establish governance structures, dashboards, and metrics to track training reach and outcomes.

Job requirements:

• Recognised degree in a related field.

• Postgraduate qualification in Education, Organisational Development, Communication, or Healthcare Leadership will be an advantage.

• ACTA / ACLP certification or equivalent credentials in adult learning, facilitation, or instructional design preferred.

• At least 10 years of relevant experience, with a minimum of 5 years in a managerial or leadership role involving organisational learning, capability building, or service excellence.

• Proven track record in conceptualising, implementing, and evaluating enterprise-wide training strategies that drive behaviour and culture change.

• Experience collaborating with stakeholders to integrate capability-building into institutional development plans.

• Demonstrated ability to use data and feedback (e.g. PREMS, staff engagement surveys) to refine and measure training and engagement outcomes.

• Experience navigating complex healthcare or public sector environments preferred.

• Strategic and visionary thinker with strong execution and follow-through.

• Analytical and data-literate, able to translate insights into actionable learning strategies.

• Influential communicator who can inspire engagement and alignment across levels.

• Resilient, adaptive, and people-oriented, with a passion for growing SGH’s service culture and staff capability.