Service Design Consultant/Senior Consultant

Seacare Manpower Services Pte. Ltd.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A government service provider in Singapore is seeking a Service Design Specialist to enhance the learning experience for public officers. You will conduct research, design user journeys, and work collaboratively with stakeholders. The ideal candidate will have a strong background in service design, excellent problem-solving skills, and the ability to communicate effectively. This position offers a 3-year contract with a dynamic work environment.

Qualifications

• Proven experience as a Service Design and/or Process Improvement Specialist.
• Strong understanding of user-centric design principles.
• Excellent problem-solving and critical thinking skills.

Responsibilities

• Conduct qualitative and quantitative research to uncover user needs.
• Map current-state learning journeys and design future-state blueprints.
• Facilitate co-design workshops with stakeholders to define requirements.

Skills

User-centred design

Problem-solving

Communication skills

Research and analysis

Job description

Role Overview

In this role, you will help shape the end-to-end learning experience for public officers and agencies, as well as support business operations. You will work closely with various external and internal stakeholders to review, design, and steward customer journeys that empower individuals, support workforce transformation, improve service delivery across the public sector, and enhance operational efficiency.

Key Responsibilities

User-Centred Research & Insights

• Conduct qualitative and quantitative research to uncover user needs, motivations, pain points, and behavioral patterns.
• Analyse data from surveys, system usage, and feedback channels to identify trends and inform opportunity areas.
• Synthesise insights into actionable design opportunities and personas to drive meaningful improvements.

End-to-End Experience Design

• Map current-state learning and operational journeys for users of the digital learning ecosystem.
• Conduct in-depth evaluation of policies, processes, system workflows, and user data to understand current learning experiences and surface friction points.
• Identify systemic gaps, inefficiencies, and redundancies through user insights and data analysis.
• Design future-state blueprints that support integrated, seamless, and user-empowered learning experiences, and improved business operational outcomes.

Service Innovation & Co-Design

• Facilitate co-design workshops with cross-functional stakeholders to uncover needs, prioritise features, and define service requirements.
• Translate stakeholder inputs and service insights into clear business, functional, and technical requirements to guide product development.

Requirements

• Proven experience as a Service Design and/or Process Improvement Specialist, or in a similar role, preferably in business operations or process improvement.
• Strong understanding of user-centric design and change management principles.
• Excellent problem-solving skills and the ability to think critically to propose innovative solutions balancing user needs with policy and operational constraints.
• Strong written and verbal communication skills, able to convey complex information effectively to stakeholders at all levels.
• Able to work both independently and collaboratively in a fast-paced, dynamic environment.
• Familiarity with adult learning principles, digital learning platforms, and training administration is an advantage.

Other Details

• Officer designation will be on the Consultant track (e.g., Consultant, Senior Consultant) and commensurate with experience.
• Contract: 3 years, Monday–Friday, 42 hours/week.