Assistant Manager / Manager / Senior Manager, Experience Design Unit, CXD

Ministry of Manpower; Singapore; On-site; SGD 60,000 - 95,000; Full time

Job summary

Ministry of Manpower is seeking a role focused on driving service experience research, prototyping, and cross-MOM collaboration within the Experience Design Unit (XD). You will plan and conduct user research, map service journeys, and translate insights into testable prototypes and improvements across digital and non-digital channels.

The ideal candidate will have 2-5 years in service design or digital transformation, strong research methods, data analysis skills, and a collaborative mindset to

Qualifications

• Experience in service design, user research, journey mapping or blueprinting, prototyping, or digital transformation.
• Proficiency in qualitative & quantitative user research methods and data analysis.
• Knowledge of cognitive science, psychology or information science to inform user-centred approaches.
• Strong project management and stakeholder relationship skills.

Responsibilities

• Plan and conduct comprehensive service experience research across discovery and sensemaking to identify gaps and opportunities.
• Develop and maintain service journey maps across touchpoints; translate insights into evidence-based recommendations.
• Lead prototype development translating research into testable solutions, including digital wireframes and service processes; design and run testing iterations.
• Drive cross-MOM collaboration by facilitating scoping and co-creation workshops with stakeholders across divisions.
• Manage multiple cross-functional projects to deliver transformational MOM service delivery initiatives.

Skills

Service design

User research

Data analysis

Cognitive science

Project management

Prototyping

Usability testing

Communication

Empathy

Problem-solving

Tools

Prototyping tools

Job description

What the role is:

You will be responsible for driving service experience research, prototyping, and cross-MOM collaboration to support MOM's service delivery transformation. Working in the department’s Experience Design Unit (XD), you will plan and conduct user research and service journey mapping, build prototypes that are anchored on research insights, plan and execute experiments to test the effectiveness of potential solutions. Such solutions include both include digital and non-digital ones. You will be required to collaborate strongly with internal stakeholders, through regular engagements with our partners, planning and facilitating co-creation workshops to generate shared understanding and collaborative solutions across MOM divisions. The ideal candidate should be naturally curious about customer behaviour and mental models across MOM's service delivery channels and passionate about collaborating with internal stakeholders to drive customer-centric service transformation.

What you will be working on:

• Plan and conduct comprehensive service experience research including discovery and sensemaking activities, using qualitative and quantitative methodologies to identify service gaps and opportunities for improvement.
• Develop and maintain service journey maps across customer touchpoints, analyse customer feedback data from various sources, and translate research insights into evidence-based recommendations for service and digital experience improvements.
• Lead prototype development by translating research findings into testable solutions including digital wireframes, service processes, and communication materials, then design and execute testing methodologies with target user groups to iterate and refine prototypes.
• Drive cross-MOM collaboration by facilitating scoping and engagement meetings, designing and running co-creation workshops with stakeholders across divisions, and supporting dialogue to cultivate shared commitment to transformation outcomes.
• Manage multiple cross-functional projects simultaneously to deliver transformational initiatives that advance MOM's service delivery goals.

What we are looking for:

• Relevant experience in service design, user experience research, service journey mapping or blueprinting, prototyping, or digital transformation, preferably in customer experience and service delivery functions, with 2-5 years of experience in a similar capacity preferred.
• Proficiency in user research methods, data analysis from multiple sources, and statistical methods to inform strategic decision-making.
• Some knowledge of /experience in cognitive science, psychology or information science to inform user-centred approaches.
• Strong project management skills with ability to partner with cross-functional teams and manage stakeholder relationships.
• Experience in prototyping (including using prototyping tools and programmes) usability testing, gathering user feedback, and iterating designs based on validation outcomes.
• Excellent communication skills to facilitate workshops, present findings persuasively, and influence collaboration across stakeholder groups.
• Strong empathy for MOM customers with ability to translate customer needs into actionable design recommendations.
• Problem-solving mindset with ability to work effectively amidst cross-cutting issues and drive iterative enhancement with a results-driven approach.

About Ministry of Manpower

Championing Human Potential for a Thriving SingaporeSingaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore.As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward-looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.