Senior Manager/ Manager (Transformation Office) – Service Design [3-yr Contract]

You will be part of the Transformation Office (TO) in National Youth Council (NYC). The TO unit aims to build an agile, capable, data-driven and youth-centric NYC, powered by passionate and purposeful people. We work across teams, functions, and disciplines to strategise, design, testbed, drive and support digital transformation in NYC. As Senior Manager/ Manager (TO) – Service Design, you will lead the development of new digital offerings on the Discover platform, serving as the project manager bridging product and design workstreams. Working closely with the Product Manager and User Experience (UX)/ User Interface (UI) designers, you will shape and deliver user-centric features that meaningfully serve youth across different life stages, while driving service design improvements that enhance how NYC engages with young people Responsibilities • Project Management — Lead end-to-end project management for the development and delivery of Discover platform digital offerings, coordinating timelines, dependencies, and deliverables across product and design teams to ensure successful and timely launches. • Requirements Gathering and Programme Collaboration — Work closely with programme teams to gather, document, and translate business and operational requirements into clear product specifications, bridging the gap between programme intent and product delivery. • Product and Design Collaboration — Work closely with the Product Manager and UX/UI designers to translate user needs into well-defined product requirements, prototypes, and feature specifications, ensuring design decisions are grounded in user research and data. • Service Design and Customer Experience (CX) Strategy — Apply service design methodologies to map youth journeys, identify pain points, and design seamless end-to-end service experiences. Propose CX strategies for NYC's re-engagement capability, focusing on personalised and effective youth engagement across different life stages. • Stakeholder Management and Alignment — Manage relationships and collaborate with diverse internal and external stakeholders, including programme, product and design teams to support the successful delivery of platform initiatives. Present key recommendations including project dates to senior management. Requirements • At least 3-5 years of relevant experience in product management, service design or a related field. Candidates with relevant experience of 5-6 years or more, including at least 1-2 years in a supervisory or leadership capacity, can be considered for Senior Manager position. • Good understanding of service design principles, user research methodologies, and human-centred design practices, with experience translating insights into actionable product and service improvements. • Excellent project management, communication, and collaboration skills, with a proven ability to coordinate across multidisciplinary teams including product and design. • Comfortable navigating ambiguity, managing multiple workstreams, and engaging stakeholders at all levels of seniority. • Proficient or experienced in Project Management Professional (PMP), Agile/Scrum, UX/UI Design or Service Design would be an added advantage.