Strategic Service Design & UX Policy Lead

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

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.