Service Transformation Architect

Housing & Development Board; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Housing & Development Board is seeking an Organisational Excellence Manager to drive service transformation by uniting people, data, and ideas. You will shape service design, delivery, and continuous improvements through collaborative stakeholder engagement and data-driven insights.

The role focuses on leading change management, reviewing processes, and co-creating standards, while monitoring adoption and impact across government service initiatives.

Qualifications

• Strong analytical thinking with effective communications and stakeholder engagement.
• Experience applying behavioural insights, design thinking, journey mapping and business process re-engineering.
• Familiarity with AI tools and their practical application in a service or operational context.
• Background in Business, Social Sciences, Economics, Business Analytics, Service Design or related fields.

Responsibilities

• Gather and synthesise data and/or customer insights across multiple sources; lead or support in designing and implementing solutions that elevate service quality.
• Review customer touchpoints and internal processes; partner with stakeholders to co-create service policies, standards, and outcomes.
• Monitor adoption and measure impact; conduct service audits and facilitate discussions, workshops and engagement sessions.
• Support the Quality Service Manager's Office and participate in Whole-of-Government (WOG) service delivery initiatives.

Skills

Stakeholder engagement

Change management

Data analytics

Design thinking

Journey mapping

Job description

Housing & Development Board is seeking an Organisational Excellence Manager to drive service transformation by uniting people, data, and ideas. You will shape service design, delivery, and continuous improvements through collaborative stakeholder engagement and data-driven insights.

The role focuses on leading change management, reviewing processes, and co-creating standards, while monitoring adoption and impact across government service initiatives.