Senior Manager/ Manager (Transformation Office) – Service Design [3-yr Contract]

National Youth Council; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

National Youth Council is seeking a Senior Manager / Manager (TO) – Service Design to lead the development of new digital offerings on the Discover platform. You will bridge product and design, working with the Product Manager and UX/UI designers to deliver user-centric features that engage youth across life stages and improve NYC's service design.

You will manage end-to-end projects, translate business requirements into clear specifications, map youth journeys, and align stakeholders to deliver

Qualifications

• 3–5 years in product management or service design; 5–6 years with leadership is considered.
• Strong understanding of service design, user research and human-centered design.
• Excellent project management, communication and cross-functional collaboration.
• Able to navigate ambiguity and manage multiple workstreams across levels.
• Certification in PMP, Agile/Scrum, or UX/UI/Service Design is a plus.

Responsibilities

• Lead end-to-end project management for Discover platform digital offerings, coordinating timelines, dependencies and deliverables.
• Gather requirements with programme teams and translate into clear product specifications.
• Collaborate with Product Manager and UX/UI designers to define features grounded in user research.
• Apply service design to map youth journeys and design end-to-end service experiences.
• Present recommendations including project dates to senior management.

Skills

Project management

Service design

User research

Stakeholder management

Agile / Scrum

UX / UI design

Job description

What the role is:

You will be part of the Transformation Office (TO) in National Youth Council (NYC). The TO unit aims to build an agile, capable, data-driven and youth-centric NYC, powered by passionate and purposeful people. We work across teams, functions, and disciplines to strategise, design, testbed, drive and support digital transformation in NYC.As Senior Manager/ Manager (TO) – Service Design, you will lead the development of new digital offerings on the Discover platform, serving as the project manager bridging product and design workstreams. Working closely with the Product Manager and User Experience (UX)/ User Interface (UI) designers, you will shape and deliver user-centric features that meaningfully serve youth across different life stages, while driving service design improvements that enhance how NYC engages with young people

What you will be working on:

• Project Management — Lead end-to-end project management for the development and delivery of Discover platform digital offerings, coordinating timelines, dependencies, and deliverables across product and design teams to ensure successful and timely launches.
• Requirements Gathering and Programme Collaboration — Work closely with programme teams to gather, document, and translate business and operational requirements into clear product specifications, bridging the gap between programme intent and product delivery.
• Product and Design Collaboration — Work closely with the Product Manager and UX/UI designers to translate user needs into well-defined product requirements, prototypes, and feature specifications, ensuring design decisions are grounded in user research and data.
• Service Design and Customer Experience (CX) Strategy — Apply service design methodologies to map youth journeys, identify pain points, and design seamless end-to-end service experiences. Propose CX strategies for NYC's re-engagement capability, focusing on personalised and effective youth engagement across different life stages.
• Stakeholder Management and Alignment — Manage relationships and collaborate with diverse internal and external stakeholders, including programme, product and design teams to support the successful delivery of platform initiatives. Present key recommendations including project dates to senior management.

What we are looking for:

• At least 3-5 years of relevant experience in product management, service design or a related field. Candidates with relevant experience of 5-6 years or more, including at least 1-2 years in a supervisory or leadership capacity, can be considered for Senior Manager position.
• Good understanding of service design principles, user research methodologies, and human-centred design practices, with experience translating insights into actionable product and service improvements.
• Excellent project management, communication, and collaboration skills, with a proven ability to coordinate across multidisciplinary teams including product and design.
• Comfortable navigating ambiguity, managing multiple workstreams, and engaging stakeholders at all levels of seniority.
• Proficient or experienced in Project Management Professional (PMP), Agile/Scrum, UX/UI Design or Service Design would be an added advantage.

About National Youth Council

About National Youth Council (NYC) - Creating Opportunities for All Youth to Be Heard, Be Empowered, Be the ChangeAt NYC, as the national agency for youth matters, we believe in a world where young people are respected and heard, able to take action on issues that matter and make a positive difference around them. Together with our partners, we develop future-ready youth and deepen their commitment to Singapore by imbuing in them a heart for service, resilience and an enterprising spirit. Find out more at www.nyc.gov.sg.