Assistant Manager / Manager / Senior Manager, Experience Design Unit, CXD

You will be responsible for driving service experience research, prototyping, and cross-MOM collaboration to support MOM's service delivery transformation. Working in the department’s Experience Design Unit (XD), you will plan and conduct user research and service journey mapping, build prototypes that are anchored on research insights, plan and execute experiments to test the effectiveness of potential solutions. Such solutions include both include digital and non-digital ones. You will be required to collaborate strongly with internal stakeholders, through regular engagements with our partners, planning and facilitating co-creation workshops to generate shared understanding and collaborative solutions across MOM divisions. The ideal candidate should be naturally curious about customer behaviour and mental models across MOM's service delivery channels and passionate about collaborating with internal stakeholders to drive customer-centric service transformation. Responsibilities • Plan and conduct comprehensive service experience research including discovery and sensemaking activities, using qualitative and quantitative methodologies to identify service gaps and opportunities for improvement. • Develop and maintain service journey maps across customer touchpoints, analyse customer feedback data from various sources, and translate research insights into evidence-based recommendations for service and digital experience improvements. • Lead prototype development by translating research findings into testable solutions including digital wireframes, service processes, and communication materials, then design and execute testing methodologies with target user groups to iterate and refine prototypes. • Drive cross-MOM collaboration by facilitating scoping and engagement meetings, designing and running co-creation workshops with stakeholders across divisions, and supporting dialogue to cultivate shared commitment to transformation outcomes. • Manage multiple cross-functional projects simultaneously to deliver transformational initiatives that advance MOM's service delivery goals. Requirements • Relevant experience in service design, user experience research, service journey mapping or blueprinting, prototyping, or digital transformation, preferably in customer experience and service delivery functions, with 2-5 years of experience in a similar capacity preferred. • Proficiency in user research methods, data analysis from multiple sources, and statistical methods to inform strategic decision-making • Some knowledge of /experience in cognitive science, psychology or information science to inform user-centred approaches • Strong project management skills with ability to partner with cross-functional teams and manage stakeholder relationships • Experience in prototyping (including using prototyping tools and programmes) usability testing, gathering user feedback, and iterating designs based on validation outcomes • Excellent communication skills to facilitate workshops, present findings persuasively, and influence collaboration across stakeholder groups • Strong empathy for MOM customers with ability to translate customer needs into actionable design recommendations • Problem-solving mindset with ability to work effectively amidst cross-cutting issues and drive iterative enhancement with a results-driven approach