Manager (Strategy & Policy)

MINDEF; Singapore; On-site; SGD 67,000 - 112,000; Full time

Job summary

MINDEF seeks a dedicated professional to shape and deliver service design and user experience improvements within the public sector defence context in Singapore.

You will drive horizon scanning, policy development, UX mapping, and stakeholder collaboration to re-imagine service delivery and ensure effective implementation across military and civilian interfaces. This role emphasizes change leadership and rigorous measurement.

Qualifications

• 3+ years of experience in service delivery or business process re-engineering.
• Education in fields related to Service Design, User Experience, or Business Administration.
• Interested in service transformation and stakeholder management.

Responsibilities

• Perform horizon scanning and review landscape to establish service delivery strategy with stakeholders.
• Engage users and stakeholders to write service delivery policies.
• Establish, monitor and track service standards through benchmarking and audits.
• Assess and maintain user experience maps to align with service delivery strategy.
• Collaborate with business owners to re-imagine and re-design user experience.
• Serve as a change agent to implement new solutions and address UX gaps.
• Conduct user validation sessions before launch.
• Track progress of UX transformation.
• Contribute to knowledge building of UX tools and methodologies.

Skills

Service Design

User Experience

Stakeholder Management

Change Agent

Creativity

Attention to detail

Education

Service Design / UX / Business Administration degree

Job description

What the role is:

You will be exposed to the workings of MINDEF/SAF, have an opportunity to learn about best service delivery practices in both the private and public sectors, and gain design thinking skills.

What you will be working on:

• Perform horizon scanning and review current landscape to establish service delivery strategy, and work with stakeholders on delivering the strategy
• Engage users and stakeholders to write service delivery policies
• Establish, monitor and track service standards through benchmarking studies, service audits, and internal reports
• Assess, develop and maintain user experience maps based on a review of current processes, to ensure a shift that is in line with our service delivery strategy.
• Collaborate with business owners and implement initiatives to re-imagine and re-design current user experience
• Serve as a change agent to initiate new solutions, influence relevant stakeholders to address gaps in user experience and advise on approaches to positively enhance user experience
• Conduct user validation sessions with stakeholders to evaluate the stability, satisfaction and the adoption of a new service/product before launch
• Track the progress of user experience (UX) transformation
• Contribute to knowledge building of UX tools and methodologies

Challenge(s)

• Navigating stakeholder relationships across military and civilian contexts
• Adapting private sector best practices to public sector defence environment

What we are looking for:

• Education in fields related to Service Design, User Experience, or Business Administration
• At least 3 years of working experience in service delivery or business process re-engineering and organisational transformation is preferred
• Passionate for service delivery and service transformation
• Excellent people skills for stakeholder management
• Creativity to think of innovative solutions
• Meticulousness
• Drive to see projects through to implementation(Applicants with no experience may apply.)

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.