Assistant Manager/ Manager (Experience and Service Design), Singapore Global Network

Government Technology Agency (GovTech); Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Government Technology Agency (GovTech) in Singapore seeks an Experience and Service Designer for the Singapore Global Network (SGN). You will shape customer journeys, apply service design to external and internal experiences, and work with stakeholders to run sprints and workshops.

You will synthesize insights from user research, plan testing, and contribute to the delivery of improved services and programmes for SGN partners and officers.

Qualifications

• 2–5 years in Customer Experience or User Experience roles, focused on Service Design and/or Design Research
• Ability to apply service design to external and internal journeys
• Strong stakeholder management and communication skills

Responsibilities

• Gather customer feedback using interviews, surveys and feedback mechanisms
• Synthesize motivations and behaviours into actionable insights
• Define research scope and manage service design workstreams
• Develop archetype-led journeys for SGN customers, partners and officers
• Collaborate with stakeholders to run design sprints and workshops
• Plan and execute testing sessions for service or product validation
• Improve internal team (SGN officer) experience through regular feedback sessions

Skills

UX research

Service design

Systems thinking

Stakeholder management

Written & verbal comms

Education

Degree in UX/Industrial Design/Psychology/Communications/Research/Architecture

Tools

Notion

Miro

AI interview tools

Job description

What the role is

The Singapore Global Network (SGN) is a division under the Economic Development Board (EDB) and focuses on building a strong ecosystem of overseas family, friends and fans of Singapore. This includes growing a network of individuals whose skills, affinity and influence could strengthen Singapore’s business and talent ecosystem, along with enhancing international mindshare of Singapore as a vibrant global hub in Asia. The Design, Capacity and Culture (DCC) team is responsible for people-centred experience and service design, workplace experience, funding programme operations and back-office functions. For more information on SGN, please visit www.singaporeglobalnetwork.gov.sg

What you will be working on

As an Experience and Service Designer in the DCC team, you will be the resident expert on our external and internal customers and their journeys with SGN. You will be expected to apply service design capabilities to shape impactful experiences for both our external customers (members and partners) and our internal team.

Responsibilities

• Customer Feedback
• Employ design research and customer satisfaction methodologies to obtain insights to “know customers”, including and not limited to interviews, surveys and feedback mechanisms
• Synthesise customer/user motivations and behaviour into insights
• Propose recommendations on improvements to existing products, programmes and processes, as well as identifying gaps and surfacing new opportunities
• Support data collection and sense-making for SGN analysis and reporting
• Service / Experience Design
• Define research scope and project manage service design workstreams
• Develop archetype-led journeys for SGN customers, partners and officers
• Partner closely with stakeholders to facilitate design sprints and workshops for new service/product conceptualisation or improvements to existing experiences
• Guide and co-create with stakeholders in iterative implementation of new initiatives for external and internal customers
• Define and measure success in collaboration with stakeholders
• Service / Product validation and refinement
• Review existing products, programmes and processes and develop testing plans for service or product validation/refinement
• Propose suitable testing methodology for both qualitative and quantitative research methods
• Work with stakeholders to conceptualise customer satisfaction measurements to assess impact of recommendations
• Plan and execute testing sessions with stakeholders and customers
• Delivery of internal team experience
• Support the SGN officer experience, driving regular reviews and customer feedback sessions, with the aim of enhancing internal team members experience with the organisation

What we are looking for

Relevant Degree in User Experience/Industrial Design/Psychology/Communications/Research/Architecture

2-5 years in relevant Customer Experience or User Experience roles, with a focus on Service Design and/or Design Research Systems thinker Patient, curious and empathetic, yet able to read between the lines

High sense of agency, responsibility and ownership in problem-solving

Excellent stakeholder and project management skills

Ability to leverage and explore digital tools, e.g. Notion, Miro, AI Interview tools

Good written and verbal communication skills

Singaporean

The Singapore Public Service plays a key role in the economic growth, progress and stability of Singapore by formulating and implementing government policies, as well as providing key public services. Whether you are a fresh graduate joining the workforce or an experienced professional, the Singapore Public Service offers a great variety of job opportunities for you. The work in the Public Service can be broadly categorised into the following sectors: Economic, Social, Security & External Relations, and Administration & Corporate Development. Be part of the team that shapes the future of Singapore.