Manager / Senior Manager, Digital Product Delivery, CXD

Ministry of Manpower; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

The Ministry of Manpower (MOM) invites you to shape and improve its digital services, collaborating across policy, operations, design and technology to translate user needs into practical online solutions.

You will gain hands-on exposure to the full digital product lifecycle, from discovery to launch and continuous improvement, including opportunities to work on AI-enabled services and data-driven improvements for public-facing platforms.

Qualifications

• Relevant professional qualification in digital services, communications, design, technology, business, information management or related field.
• Experience working with stakeholders from different disciplines and with external vendors where relevant.
• Experience contributing to the delivery or improvement of public-facing or enterprise digital services would be useful.
• Candidates with experience in content management systems, digital platforms, user research, testing, analytics or emerging technologies are welcome to apply.

Responsibilities

• Manage and continuously improve digital products, services and customer journeys, ensuring that they remain accurate, reliable, and easy to use.
• Work with policy, operations and technology teams to understand customer and business needs, identify service gaps, and translate them into clear requirements and improvement plans.
• Design and deliver digital solutions that improve customer journeys, services and platforms.
• Coordinate delivery with internal teams and vendors, including planning, issue tracking, testing, implementation and follow-up on fixes.
• Plan and support user research and testing, including usability and user acceptance testing, and use the findings to improve services before and after launch.
• Use customer feedback and data such as service data and search trends to identify priorities, recommend improvements and assess their effectiveness.
• Apply customer-centred design and plain-language principles to ensure digital information and services are clear, inclusive and suitable for use across different channels, including AI-enabled services.
• Contribute to capability-building, documentation and the sharing of good practices across teams.
• Support other digital product, customer experience or technology initiatives as organisational priorities evolve.

Skills

Stakeholder management

User research

Content management systems

Digital platforms

Analytics

Emerging technologies

Education

Relevant professional qualification in digital services/related field

Job description

What the role is:

You will help shape and improve MOM’s digital services, making it easier for customers to find information, understand what they need to do and complete their transactions. Working across customer experience, content, service design and technology, you will collaborate with policy and operations departments, technology teams and vendors to turn customer and business needs into effective digital solutions. You will gain hands‑on exposure to the full digital product lifecycle, from understanding customer needs and defining requirements to implementation, testing, launch and continuous improvement, including opportunities to work on AI‑enabled services and other technology initiatives.

What you will be working on:

• Manage and continuously improve digital products, services and customer journeys, ensuring that they remain accurate, reliable, and easy to use.
• Work with policy, operations and technology teams to understand customer and business needs, identify service gaps, and translate them into clear requirements and improvement plans.
• Design and deliver digital solutions that improve customer journeys, services and platforms.
• Coordinate delivery with internal teams and vendors, including planning, issue tracking, testing, implementation and follow‑up on fixes.
• Plan and support user research and testing, including usability and user acceptance testing, and use the findings to improve services before and after launch.
• Use customer feedback and data such as service data and search trends to identify priorities, recommend improvements and assess their effectiveness.
• Apply customer‑centred design and plain‑language principles to ensure digital information and services are clear, inclusive and suitable for use across different channels, including AI‑enabled services.
• Contribute to capability‑building, documentation and the sharing of good practices across teams.
• Support other digital product, customer experience or technology initiatives as organisational priorities evolve.

What we are looking for:

• Relevant professional qualification in digital services, communications, design, technology, business, information management or related field.
• Experience working with stakeholders from different disciplines, such as operations, design and technology, and with external vendors where relevant.
• Experience contributing to the delivery or improvement of public‑facing or enterprise digital services would be useful.
• Candidates with experience in content management systems, digital platforms, user research, testing, analytics or emerging technologies are welcome to apply.

About Ministry of Manpower

Championing Human Potential for a Thriving Singapore Singaporeans 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.