Assistant Director

**What the role is**

[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 the Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us

|People, Our Pride| Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest|

**What you will be working on**
- [About ServiceSG]
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.
The Service Transformation and Planning team within the ServiceSG division leads the service transformation work for key citizen journeys. The team works with various government agencies and key stakeholders to redesign service delivery processes and implement the change management required to improve citizen-centricity in government’s delivery of services.
[Specific Job Responsibilities]
Design, develop, and manage citizen journeys (interactions, service touchpoints, channels etc.) and actionable plans to meet and exceed customer needs identified through customer insights and trends. (Depending on the actual target citizen segment, the weightage of responsibilities below could differ across the 4 work areas)
- Citizen Segment/Moment Service Strategy
- Support ServiceSG Leadership to determine overarching direction for service strategies and positioning for targeted citizen segment/moment in line with Whole of Government (WoG) service vision and direction.

- Design appropriate interventions to achieve desired goals
- Lead and facilitate multi-stakeholder teams to design and develop new WoG service experiences in line with the envisioned customer journey.
- Interventions include re-designing existing business processes, reviewing existing ops policies, and developing an integrated WoG channel strategy to achieve seamless service delivery.
- Implement and manage interventions to ensure success
- Establish and project manage pilots for learning and ‘product-market fit’.
- Lead the scale up of WoG interventions through recommendations of the right-sizing of resourcing, capabilities and structure/systems of work.
- Project management of key interventions through effective WoG communications, training and change management strategies.
- Program Life Cycle Management
- To conduct regular program KPI reviews, and to manage budget and resources (including product management, vendors, partners etc.).
- Run effective stakeholder engagement platforms to ensure sustainable change management efforts and continuous improvements for each citizen journey program.

**What we are looking for**
- [Work Experience, Competencies & Personal Traits]
We are looking for motivated individuals who are self-starters in a fast-paced environment and enjoy large systems problem solving. You should be comfortable with the ambiguity in driving large system complex change, action-biased via experimentation and prototyping, and always seeking to bring in new ideas and best practices for the public service. The job requires individuals with strong systems thinking and stakeholder management skillsets to drive healthy and effective collaboration across multi-agency partners to achieve systemic and sustainable change for improved citizen experiences.
Key Competencies Required
[Customer Experience Strategy and Engagement]: Reimagine the delivery of services from a customer-centric perspective, identify improvements and redesign the service delivery process.
[Service Strategy and Policy Making]: Leverage the understanding of WoG service strategies and policies across agencies to identify new opportunities for integration and streamlining for greater citizen centricity.
[Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind.
[Working Effectively with Stakeholders]: Able to work closely with other Public Service agencies to drive the service transformation initiative and achieve better coordination and seamless integration of technology and processes. Influence agencies to see beyond their individual agency’s missions, towards a collective purpose of seamless service delivery for the citizens.

Work Experience
At least 5 years of work experience in at least two of the fo