Manager

National University Health System; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

National University Health System in Singapore is seeking a Manager, Group Service Transformation to drive care and workforce transformation by co-creating and implementing enhanced patient journeys with user-centric digital solutions.

You will lead planning, research innovative digital solutions, collaborate with analysts and system specialists, and harmonise requirements across NUHS clusters while monitoring rollout and change management.

Qualifications

• Degree in Business Administration, Marketing, Economics, Computer Science, Information Technology, Behavioural Science, Engineering, or related discipline.
• At least 8 years of relevant work experience in UX, service design, digital transformation, or related fields.
• Proven track record in designing and delivering customer-centric strategies.
• Experience in managing complex multi-stakeholder projects.
• Agile and innovative mindset with a passion for service and digital transformation in healthcare.
• Excellent communication and stakeholder management skills.
• 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.

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 and workshops to guide decision-making.
• Conduct independent research to identify new innovative digital solutions and develop implementation plans.
• Identify suitable platforms to reach out to different staff groups and conduct training.
• Present concepts and designs to key stakeholders for review and iteration.
• Collaborate with technical business analysts and system specialists teams to deliver digital solutions.
• Produce clear documentation on business requirements for digital implementation and keep it updated.
• Harmonise development requirements across public healthcare clusters and stakeholders.
• Coordinate and monitor rollout of digital solutions and change management with data analysis.
• Plan and conduct research engagements to evaluate design concepts and usability.
• Collate feedback to improve design interfaces and operational workflows.
• Manage internal stakeholder engagements and ensure timely communication of plans.
• Prioritise delivery of new/existing digital tools per NUHS strategic direction.
• Support ad hoc assignments under the Group Service Transformation portfolio.

Skills

User experience design

Service design

Digital transformation

Stakeholder management

Project management

Analytical thinking

Communication skills

Agile mindset

Change management

Education

Bachelor’s degree or higher in related field

Job description

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.