Service Design Consultant

Are you passionate about designing impactful services and improving user experiences? Join us as and play a key role in shaping the end-to-end learning journey for public officers and agencies. In this role, you'll partner with diverse stakeholders to uncover user needs, reimagine service delivery, and co-create innovative solutions that transform learning and business operations across the public sector. This is an exciting opportunity to apply your expertise in service design, process improvement, and stakeholder engagement to drive meaningful change at scale.

Job Description

User-Centred Research & Insights

• Conduct qualitative and quantitative research to uncover user needs, motivations, pain points, and behavioural patterns.

• Analyse data from surveys, system usage, and feedback channels to identify behavioural trends and inform opportunity areas.

• Synthesise insights into actionable design opportunities and personas to drive meaningful improvements.

End-to-End Experience Design

• Map current-state learning and operational journeys for users of the Digital Learning Eco-system.

• Conduct in-depth evaluation of policies, processes, system workflows, and user data to understand the current state of learning experience and surface friction points.

• Identify systemic gaps, inefficiencies, and redundancies through a combination of user insights and data analysis.

• Design future-state blueprints that support integrated, seamless, and user-empowered learning experiences, and improved business operational outcomes.

User-Centred Research & Insights

• Conduct qualitative and quantitative research to uncover user needs, motivations, pain points, and behavioural patterns.

• Analyse data from surveys, system usage, and feedback channels to identify behavioural trends and inform opportunity areas.

• Synthesise insights into actionable design opportunities and personas to drive meaningful improvements.

End-to-End Experience Design

• Map current-state learning and operational journeys for users of the Digital Learning Eco-system.

• Conduct in-depth evaluation of policies, processes, system workflows, and user data to understand the current state of learning experience and surface friction points.

• Identify systemic gaps, inefficiencies, and redundancies through a combination of user insights and data analysis.

• Design future-state blueprints that support integrated, seamless, and user-empowered learning experiences, and improved business operational outcomes.

Service Innovation & Co-Design

• Facilitate co-design workshops with cross-functional stakeholders to uncover needs, prioritise features, and define service requirements.

• Translate stakeholder inputs and service insights into clear business, functional, and technical requirements to guide product development.

• Collaborate with product managers, UX/UI designers, policy teams, and tech vendors to deliver scalable, user-centric solutions.

• Support prototype testing, data collection, feedback loops, and iterative refinements to ensure solutions are usable, impactful, and aligned with user and agency goals.

Change Enablement & Stakeholder Engagement

• Co-design and drive stakeholder engagement strategies with internal and external stakeholders to build buy-in and support successful adoption of new learning systems and services.

• Provide clear and regular updates to management and stakeholders, sharing progress, key insights, and recommendations.

Job Qualifications:

• Proven experience as a Service Design and/or Process Improvement Specialist or in a similar role, preferably in business operations or process improvement capacity

• Good understanding of user-centric and change management principles

• Excellent problem-solving skills and the ability to think critically to propose innovative solutions to balance user needs with policy and operational constraints

• Adept communicator (both written and verbal) with the ability to effectively convey complex information to stakeholders across all levels

• Enjoys both working independently and collaboratively in a fast-paced, dynamic environment

• Familiarity with adult learning principles, digital learning platforms, and training administration is an advantage.

Officer's designation will be on the Consultant track (e.g., Consultant, Senior Consultant) and commensurate with experience.

Laurence Andaya

(Reg No.: R

BGC Group Pte Ltd (Outsourcing)

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