Design Lead / Senior Design Lead (Transformation… at Public… · SG

The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi-faceted, which impact the way the Public Service operates and organises itself.

To prepare the Public Service for these changes, we seek to continually transform the Public Service to better serve Singaporeans by championing Public Sector innovation, transforming citizen and business service delivery, building a future workplace, and supporting transformation efforts in the Ministries and Statutory Boards.

Key Responsibilities

As a Design Lead / Senior Design Lead, you will lead multi-stakeholder teams to design public policies or services from the users’ perspectives in order to deliver a more seamless experience for citizens and relevant users.

What you will be working on

· Research best-in-class customer experience strategies, including introducing new service practice concepts and ideas

· Contract with key stakeholders on project deliverables

· Design, orchestrate and run workshops with senior leaders to drive strategic discussions and alignment

· Apply human-centred design methods to conduct user research, synthesise the qualitative data to derive user needs and insights, and prototype low-resolution solutions to iterate solutions with stakeholders

· Distil customer and organisation insights into design considerations, principles, and documentation to guide respective channels and product teams

· Document how the to-be experience comes together using design principles and artifacts such as journey maps, user flows and service blueprints

· Co-create with team or agency partners to develop and implement new interventions and solutions across the connected customer journey based on gaps in the current state

· Support the development of change management plans

As part of exposure to broader government priorities and to enable network building, individuals will also be assigned to be part of or lead secretariat duties to key committees, organising events and campaigns, and facilitating communities of practice.

The ideal candidate is motivated to work with large complex systems problems. You demonstrate past experience in overcoming systemic constraints through analysis of key system levers (e.g. people, process, policies, tech etc) and designing interventions to improve the user experience. Candidates with past experience in service transformation/experience-related projects will be preferred.

Competencies Required

• [Customer Experience and Service Design]: Contextualise and apply design methodologies and processes tounderstand different customer segments (e.g. characteristics, behaviours and needs) and design services around customer journey and experience.

• [System Thinking]: See the different levels of the system in the organisation, their interconnections and interdependencies, and applies understanding to the work performed.

• [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces, and investigate to sense-make and propose sound and timely solutions.

• [Change Implementation]: Assess change risk and readiness to develop and implement interventions that help officers transit through the change to achieve the intended successful outcomes.

• [Working Effectively with Citizens and Stakeholders]: Work closely with other stakeholders and public service agencies in our effort to engage citizens and public officers to deepen understanding of the issues on hand in an empathetic manner. Influence and mobilise all parties to see beyond individual goals towards a collective purpose, and to co-create solutions for a common good.