Manager (Service Strategy & Design)

You play a key role in shaping and improving the service experience for pre-enlistees (PEs) and their parents across Central Manpower Base's (CMPB) service channels. Using user research, data and service design methods, you will uncover user needs and pain points and translate these insights into practical service strategies and solutions. Responsibilities - Conduct user research and apply service design methods to uncover user needs and pain points across CMPB's service channels - Develop and translate user insights into practical service strategies and solutions that improve the experience for PEs and their parents - Collaborate with stakeholders and cross-agency partners to co-design solutions, align perspectives and drive implementation - Monitor service performance and conduct testing to support continuous improvement of service delivery - Identify opportunities to push the boundaries of service delivery while balancing user needs with operational and mission objectives Challenge(s) - Navigating the complexities of policy, process and system considerations while championing user-centricity across multiple service lines - Bringing together diverse stakeholders and cross-agency partners to align perspectives and drive co-designed solutions towards implementation Requirements - Education in Business, Sociology, Psychology, Service/Product Design or a related field is preferred - At least 2 years of relevant experience in user research, usability testing and user-testing methodologies is advantageous - Prior experience in designing services, digital or virtual experiences, or websites is advantageous - Proficiency in design and collaboration tools such as Figma, Miro and Adobe - Strong communication and interpersonal skills - Strong analytical and problem-solving skills - Ability to engage and work effectively with diverse stakeholders to drive outcomes Appointment will be commensurate with your experience. Only shortlisted candidates will be notified.