Service Strategy & Policy Lead | UX & Transformation

Ministry of Defence of Singapore; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Ministry of Defence of Singapore is seeking a Service Design/UX professional to lead service delivery transformation and stakeholder engagement in the public defence sector. The role focuses on designing effective policies, processes, and experiences that align with MINDEF/SAF objectives.

The ideal candidate brings 3+ years in service delivery or business process re-engineering, strong stakeholder management, and a practical, creative approach to solving complex public sector challenges.

Qualifications

• Education in fields related to Service Design, User Experience, or Business Administration.
• 3+ years in service delivery, business process re-engineering, or organisational transformation.
• Passionate about service delivery and transformation.
• Excellent people skills for stakeholder management.
• Creative thinker with solutions.
• Meticulous and detail-oriented.
• Appointment will be commensurate with experience; applicants with no experience may apply.

Responsibilities

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

Skills

Stakeholder management

Creativity

Attention to detail

People skills

Education

Education in Service Design / UX / Business Administration

Job description

Ministry of Defence of Singapore is seeking a Service Design/UX professional to lead service delivery transformation and stakeholder engagement in the public defence sector. The role focuses on designing effective policies, processes, and experiences that align with MINDEF/SAF objectives.

The ideal candidate brings 3+ years in service delivery or business process re-engineering, strong stakeholder management, and a practical, creative approach to solving complex public sector challenges.