Manager, Group Service Transformation

National University Health System; Singapore; On-site; SGD 150,000 - 190,000; Full time

Job summary

National University Health System (NUHS) in Singapore seeks a Manager to drive care and workforce transformation by co-creating and implementing enhanced patient journeys alongside user-centric digital solutions. You will lead planning, research, and cross-stakeholder collaboration to deliver value-based digital programs.

The role requires eight years of relevant experience in UX, service design, and healthcare digital transformation, with strong communication and project management skills to

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 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.

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 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 for training and support.
• Present concepts and designs to key stakeholders for review and iteration.
• Collaborate with technical business analysts and system specialists to deliver digital solutions.
• Produce clear documentation on business requirements for digital implementation and ensure updates.
• Harmonise development requirements and requests across public healthcare clusters and stakeholders.
• Coordinate and monitor roll-out of digital solutions and change management across 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 NUHS strategic direction.
• Support ad hoc assignments/special projects under the Group Service Transformation portfolio.

Skills

User experience

Service design

Digital transformation

Stakeholder management

Project management

Communication skills

Agile mindset

Education

Business Administration

Marketing

Economics

Computer Science

Information Technology

Behavioural Science

Engineering

Job description

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.