About ServiceSG
What the role is
ServiceSG is a department in PSD that aims to serve citizens with heart and empathy, and places them at the centre of what we do. We are committed to serve citizens better through a more seamless and personalised delivery of key government services across multiple agencies through our ServiceSG digital, phone and physical channels.
As part of ServiceSG, the Innovation Lab (Innolab for short) is a Human-Centred Service Design Practice group that supports the re-imagining and re-design of user-centred experiences for citizens and public service officers.
What You Will Be Working On
ServiceSG is a department in PSD that aims to serve citizens with heart and empathy, and places them at the centre of what we do. We are committed to serve citizens better through a more seamless and personalised delivery of key government services across multiple agencies through our ServiceSG digital, phone and physical channels.
As part of ServiceSG, the Innovation Lab (Innolab for short) is a Human-Centred Service Design Practice group that supports the re-imagining and re-design of user-centred experiences for citizens and public service officers.
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 design thinking methods to conduct user research, synthesise the qualitative data to derive user needs and business 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, 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.
What We Are Looking For
Competencies Required
- [Customer Experience and Service Design]: Contextualise and apply design methodologies and processes to understand 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.
Only shortlisted applicants will be notified within 2 weeks after closing date. Successful candidates will be offered a 2-year contract in the first instance.
