Lead, User Insights Specialist

7 days ago

Singapur, Singapore Careers@Gov Full time
Job Title: Lead, User Insights

We are seeking a highly skilled Lead, User Insights to join our team at the Singapore Economic Development Board (EDB). As a key member of our User Insights & Service Design team, you will be responsible for developing and implementing research plans to gain a deeper understanding of our external and internal customers.

Key Responsibilities:
  • Develop research plans and project timelines for discovery research studies
  • Conduct interviews with customers and stakeholders to obtain insights and feedback
  • Conduct observations and analyses of customer/user behaviour
  • Participate in research synthesis sessions
  • Propose recommendations on improvements to existing products (omni-channel), and surface new opportunities
  • Support data collection (Qualitative and quantitative) for reporting purposes
Service / Experience Design:
  • Partner closely with stakeholders to run design sprints and workshops for new service/product conceptualisation or improvements to existing experiences
  • Conduct mapping analysis to identify key customer segments required for development and eventual implementation of service or product (customer journey maps)
  • Develop low to medium fidelity prototypes and pilots for testing of new or improved service or product concepts
  • Guide and co-create with stakeholders in iterative implementation of new service or product pilots
Service / Product validation and refinement:
  • Develop testing plan and project timelines for service or product validation/refinement
  • Propose suitable prototype testing methodology for both qualitative and quantitative research methods
  • Work with stakeholders to conceptualise customer satisfaction measurements to assess impact of recommendations
  • Develop service prototypes/experiments for SGN products (digital and non-digital)
  • Plan and execute testing sessions with stakeholders and customers
Delivery of internal team experience:
  • Support the SGN officer experience, driving regular reviews and customer feedback sessions, with the aim of enhancing internal team members experience with the organisation
  • Support the process and logistics of innovation and training opportunities

To be successful in this role, you will need to have/be:

  • Relevant Degree/Diploma in User Experience/Industrial Design/Psychology/Communications/Research/Architecture
  • At least 2-3 years in relevant CX or UX roles, with a focus on Service Design and Design Research
  • Experienced in implementing Design Research principles and methodologies
  • Patient, curious and empathetic, yet able to read between the lines; going beyond surface level statements made by the customer in interviews
  • High sense of responsibility and ownership in problem-solving
  • Ability to facilitate 1-1 or 1-many customer interview sessions comfortably
  • Ability to effectively manage internal stakeholders, and their varying expectations
  • Strong ability to quickly synthesise insights based on common themes or patterns, in order to make sense of customer behaviour
  • Excellent project management skills with the ability to leverage enablement tools like Trello
  • Native proficiency in English and 1 other language a plus
  • An interest in organisational development issues is a plus

Please note that this is a Singaporean position only.

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