User Experience Consultant

The User Experience Center of Excellence is looking for a User Experience Consultant at the Manager / Senior Manager level.

Your role is to creatively and analytically design and develop products/services with deep understanding of the visitor needs, while solving business problems in order to offer a seamless and delightful Singapore experience to visitors.

You will be part of the User Experience Center of Excellence that seeks to enable STB’s One Singapore Experience vision, to deliver quality experiences for our visitors while supporting tourism businesses as a living lab for innovative ideas and concepts for a vibrant tourism ecosystem. You will also support the development of STB's UX capabilities, enabling officers to adopt a user-lens when designing the end-to-end experience.

**Main Responsibilities**

1 Strengthen the One Singapore Experience vision
- Drive in-depth user research for key user segments and key markets
- Analyse and synthesise research findings to propose recommendations/opportunities and co-create solutions with government agencies and key industry partners.
- Develop user experience and user interface of the POCs (proof of concept) with respective product owners, with the aim to test and trial so that POCs can be scaled up as products or platforms in the future

2 Support Interagency Collaborations and the International Traveller Service Journey
- Drive collaboration across government agencies to re-imagine the key experiences such as immigration, tax refund, navigation etc to achieve the One Singapore Experience vision
- Manage the key POCs/pilots in order to test bed innovative experiential and technology solutions to drive the evolution of the visitor journey

3 Support STB's UX Capabilities Development
- Drive User Education and Engagement via EDMs, KopiTalks and relevant marketing and communication initiatives
- Support thought leadership and mandatory UX training for the whole of STB

To achieve the above, you will need to:

- Understand business requirements, product specifications and user psychology
- Identify users’ needs and understand how users consume and navigate experiences
- Carry out assessment of existing experiences and identify areas for improvement
- Plan and conduct primary and secondary research to identify gaps and opportunities
- Be able to drive and facilitate internal/external experience design workshops
- Assist with experience design strategy to define experience outcome, measurement and execution
- Plan and develop concepts, blueprint design (user flows, sitemap, sketches or wireframes etc) and low or high fidelity prototypes to storyboard, test out and communicate to various partners
- Define the right interaction model and evaluate its success
- Find creative ways to solve UX problems (e.g. usability, discoverability)
- Present and communicate insights/solutions in order to help shape long-term product/experience strategy
- Keep abreast of competitor products and industry trends
- Support UX capability development by designing and running in-house UX courses/trainings/sharing

**Job Requirements**:

- Demonstrates creative, technical and analytical skills, and also possesses a strong knowledge of user-centered design best practices
- Adaptability
- Knowledge of /experience in marketing, cognitive science, psychology, or information science, with a solid understanding of user experience design
- Knowledge of quantitative and qualitative user research
- Plan and conduct experience audit, interviews, user surveys, card sorting and usability tests
- Design and execute studies into user behaviour and attitudes
- Fluent in user-centered design best practices
- Strong attention to detail
- Excellent story-telling, presentation and communication skills
- Empathy and curiosity. Capability to understand or feel from user’s point of view.
- Ability to collaborate with different teams
- Good organisation and project management skills
- Business know-how: Understanding of business metrics and the ability to translate company goals and objectives into digital experiences
- Knowledge of industry tools: Presentation programs (Keynote, Powerpoint); UX design programs (Sketch, Adobe); Prototype tools (Marvel, InVision, Adobe XD); analytics tracking tools (Google Analytics, etc.)
- Possesses a recent portfolio of creative design and UX deliverables