Manager (Service Strategy & Design)

MINDEF; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

MINDEF, CMPB, Singapore, is seeking a UX researcher/service designer to shape and enhance the service experience for pre-enlistees and their parents. You will uncover user needs using research, data and service design methods and translate insights into actionable strategies.

You will collaborate with cross-agency partners, monitor service performance, and identify opportunities to push service delivery boundaries while balancing user needs with mission objectives.

Qualifications

• Experience in user research, usability testing and service design is advantageous.
• Education in Business, Sociology, Psychology, Service/Product Design or related field is preferred.
• Proficiency with Figma, Miro and Adobe for design and collaboration.

Responsibilities

• Conduct user research and apply service design methods across CMPB service channels.
• Translate user insights into practical service strategies and solutions for PEs and parents.
• Collaborate with stakeholders and cross-agency partners to co-design solutions and drive implementation.
• Monitor service performance and test improvements to optimize delivery.

Skills

User research

Usability testing

Service design

Stakeholder collaboration

Analytical thinking

Strong communication

Education

Business, Sociology, Psychology, Service/Product Design (preferred)

Tools

Figma

Miro

Adobe

Job description

What the role is:

You play a key role in shaping and improving the service experience for pre-enlistees (PEs) and their parents across Central Manpower Base's (CMPB) service channels. Using user research, data and service design methods, you will uncover user needs and pain points and translate these insights into practical service strategies and solutions.

What you will be working on:

• Conduct user research and apply service design methods to uncover user needs and pain points across CMPB's service channels
• Develop and translate user insights into practical service strategies and solutions that improve the experience for PEs and their parents
• Collaborate with stakeholders and cross-agency partners to co-design solutions, align perspectives and drive implementation
• Monitor service performance and conduct testing to support continuous improvement of service delivery
• Identify opportunities to push the boundaries of service delivery while balancing user needs with operational and mission objectives

Challenge(s)

• Navigating the complexities of policy, process and system considerations while championing user-centricity across multiple service lines
• Bringing together diverse stakeholders and cross-agency partners to align perspectives and drive co-designed solutions towards implementation

What we are looking for:

• Education in Business, Sociology, Psychology, Service/Product Design or a related field is preferred
• At least 2 years of relevant experience in user research, usability testing and user-testing methodologies is advantageous
• Prior experience in designing services, digital or virtual experiences, or websites is advantageous
• Proficiency in design and collaboration tools such as Figma, Miro and Adobe
• Strong communication and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to engage and work effectively with diverse stakeholders to drive outcomes

Appointment will be commensurate with your experience. Only shortlisted candidates will be notified.

About MINDEF

The mission of MINDEF and the Singapore Armed Forces is to enhance Singapore's peace and security through deterrence and diplomacy, and should these fail, to secure a swift and decisive victory over the aggressor. The Defence Executive Officer (DXO) scheme is the non-uniformed career scheme of MINDEF that offers myriad opportunities in various job functions, such as corporate communications, cyber security, data analytics and visualisation, defence policy, finance, HR, psychology, and more. Embodying the same level of commitment towards defence, DXOs work together with their military counterparts to contribute to MINDEF/SAF’s mission and ensure Singapore's security and stability. United by this common cause, our lines of defence complement each other to secure the prosperity and progress of our nation.