Manager

National University Polyclinics; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

National University Health System (NUHS) is seeking a Manager, Group Service Transformation to lead care and workforce transformation by co-creating and implementing enhanced patient journeys alongside user-centric digital solutions.

The role focuses on translating patient experience visions into digital interfaces, coordinating cross-functional initiatives, and delivering value through innovative solutions across NUHS clusters.

Qualifications

• Experience in user/customer experience, service design or related fields.
• Proven track record in designing and delivering customer-centric strategies.
• Experience managing complex projects with multiple stakeholders.
• Agile mindset and ability to drive digital transformation in healthcare.
• Excellent communication and stakeholder management skills.

Responsibilities

• Translate patient experience visions into user-centric digital designs across touchpoints.
• Lead planning initiatives, prepare proposals, and guide decision-making.
• Research new digital solutions and develop implementation plans delivering value.
• Identify platforms to reach staff groups and support training.
• Present concepts to stakeholders for review and iteration.
• Collaborate with analysts and system teams to deliver digital solutions.
• Document business requirements and ensure up-to-date records.
• Harmonise requirements across clusters and coordinate change management.
• Plan research to evaluate usability and user experience.
• Gather feedback to improve interfaces and workflows.
• Manage internal stakeholder engagements and communications.
• Prioritise delivery of digital tools aligned to NUHS strategy.
• Support ad hoc projects under the Group Service Transformation portfolio.

Skills

User experience

Service design

Digital transformation

Project management

Stakeholder management

Communication

Education

Degree in Business Administration, Marketing, Economics, Computer Science, IT, Behavioral Science, Engineering

Job description

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Institution: National University Health System

Manager, Group Service Transformation

As part of the Group Service Transformation team, the Manager's key role is to drive care and workforce transformation in NUHS by co-creating and implementing enhanced patient journeys alongside user-centric digital solutions. This supports NUHS' vision to deliver Incredible Care that is Digital as Default and enables a future-ready workforce.

Job Responsibilities

• Translate the vision of an ideal patient experience into user-centric designs for digital interfaces across service touchpoints.
• Lead and facilitate planning initiatives, including preparing proposals, collating technical information/ statistics, workshops and etc to guide decision-making.
• Conduct independent research to identify new innovative digital solutions and develop implementation plans that deliver value to users
• Identify suitable platforms to reach out to different staff groups in each institution to conduct and support staff training
• Present concepts and designs to key stakeholders for review and iteration.
• Collaborate with technical business analysts and system specialists teams to deliver effective digital solutions.
• Produce clear and comprehensive documentation on business requirements for digital implementation and ensure that documents remain updated.
• Harmonise development requirements and requests across public healthcare clusters and stakeholders.
• Coordinate and monitor roll-out of digital solutions and change management across multiple touchpoints, supported by data analysis.
• Plan and conduct research engagements to evaluate design concepts, product usability and user experience.
• Collate user feedback and insights to improve design interfaces, product usability and operational workflows.
• Manage internal stakeholder engagements and ensure timely communication of project plans
• Prioritise delivery of new/ existing digital tools based on an understanding of the NUHS strategic direction.
• Support ad hoc assignments/ special projects under the Group Service Transformation portfolio.

Job Requirements

• Degree in Business Administration, Marketing, Economics, Computer Science, Information Technology, Behavioural Science, Engineering, or a related discipline.
• At least 8 years of relevant work experience, including experience in user/customer experience, service design, digital transformation, or related fields.
• Proven track record in designing and delivering customer-centric strategies and digital transformation initiatives.
• Experience in managing and delivering complex projects involving multiple stakeholders.
• Agile and innovative mindset with a passion for service and digital transformation in healthcare.
• Excellent communication and stakeholder management skills, with the ability to facilitate discussions and influence diverse groups.
• Strong analytical, problem-solving and project management capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Up-to-date knowledge of user experience methodologies, emerging technologies and digital trends.
• Passion for improving patient and staff experiences through innovation and technology.