Experience Design Lead — Service Experience & Prototyping

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

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