Transformation Lead, Digital Patient Experience

National University Polyclinics

Singapore

On-site

SGD 120,000 - 170,000

Full time

5 days ago

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Job summary

National University Health System in Singapore seeks a Manager, Group Service Transformation to lead care and workforce transformation via user-centric digital solutions and enhanced patient journeys. The role collaborates across clinical and administrative teams to drive change, balancing strategy with hands-on delivery of digital initiatives.

The position requires strong stakeholder management, project leadership, and a passion for health tech, patient experience, and agile delivery across

Qualifications

Degree in Business Administration, Marketing, Economics, Computer Science, Information Technology, Behavioural Science, Engineering, or a related discipline.
At least 8 years of relevant work experience, including experience in user/customer experience, service design, digital transformation, or related fields.
Proven track record in designing and delivering customer-centric strategies and digital transformation initiatives.
Experience in managing and delivering complex projects involving multiple stakeholders.
Agile and innovative mindset with a passion for service and digital transformation in healthcare.
Excellent communication and stakeholder management skills, with the ability to facilitate discussions and influence diverse groups.
Strong analytical, problem-solving and project management capabilities.
Ability to manage multiple priorities in a fast-paced environment.
Up-to-date knowledge of user experience methodologies, emerging technologies and digital trends.
Passion for improving patient and staff experiences through innovation and technology.

Responsibilities

Translate the vision of an ideal patient experience into user-centric designs for digital interfaces across service touchpoints.
Lead and facilitate planning initiatives, including preparing proposals, collating technical information/statistics, workshops and etc to guide decision-making.
Conduct independent research to identify new innovative digital solutions and develop implementation plans that deliver value to users
Identify suitable platforms to reach out to different staff groups in each institution to conduct and support staff training
Present concepts and designs to key stakeholders for review and iteration.
Collaborate with technical business analysts and system specialists teams to deliver effective digital solutions.
Produce clear and comprehensive documentation on business requirements for digital implementation and ensure that documents remain updated.
Harmonise development requirements and requests across public healthcare clusters and stakeholders.
Coordinate and monitor roll-out of digital solutions and change management across multiple touchpoints, supported by data analysis.
Plan and conduct research engagements to evaluate design concepts, product usability and user experience.
Collate user feedback and insights to improve design interfaces, product usability and operational workflows.
Manage internal stakeholder engagements and ensure timely communication of project plans
Prioritise delivery of new/ existing digital tools based on an understanding of the NUHS strategic direction.
Support ad hoc assignments/ special projects under the Group Service Transformation portfolio.