Design Lead / Snr Design Lead (Innovation Lab), STP, ServiceSG New Public Service Division | Cu[...]

Overview

The Public Service Division (PSD) stewards a trusted Singapore Public Service for a successful and vibrant Singapore. Our 4 key roles include : developing a flourishing and diverse workforce by supporting our public officers' continual growth of skills and creating meaningful careers; developing a forward-looking and inspiring community of leaders who are united, resilient, and anchored in public service values and ethos; building future-ready public sector organisations by steering and supporting transformation of our organisations and catalysing innovations for organisations to work more effectively; driving good governance, values and excellence to safeguard the integrity and reputation of the Public Service and uphold the trust of citizens. When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us! Follow us on LinkedIn, Instagram, Facebook, and at psd.gov.sg. The Singapore Public Service : Integrity, Service, Excellence | People, Our Pride | Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest.

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.

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 may also be assigned to be part of or lead secretariat duties to key committees, organising events and campaigns, and facilitating communities of practice

Qualifications

The ideal candidate should be motivated to work with large complex systems problems. You must 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.

Customer Experience and Service Design : Contextualise and apply design methodologies and processes to understand different customer segments 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 apply 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 to engage citizens and public officers to deepen understanding of the issues in an empathetic manner, 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.

About Public Service Division

The Public Service Division (PSD) stewards a trusted Singapore Public Service for a successful and vibrant Singapore. Our 4 key roles include : developing a flourishing and diverse workforce by supporting our public officers' continual growth of skills and creating meaningful careers; developing a forward-looking and inspiring community of leaders who are united, resilient, and anchored in public service values and ethos; building future-ready public sector organisations by steering and supporting transformation of our organisations and catalysing innovations for organisations to work more effectively; driving good governance, values and excellence to safeguard the integrity and reputation of the Public Service and uphold the trust of citizens. Why Join Us : When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us! Follow us on LinkedIn, Instagram, Facebook and at psd.gov.sg. The Singapore Public Service : Integrity, Service, Excellence | People, Our Pride | Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest.

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