Assistant Manager/ Manager/ Senior Manager

You will be part of a library design and development team under the Planning & Development group (P&D), which plays a key role to further NLB’s vision to:

- Advance our reach amongst users across various channels over time;
- Design future libraries with experiences and services that continuously appeal to its users whilst achieving high levels of service quality, productivity and efficiency; and
- Remain at the forefront of the library industry and the knowledge economy as an enduring exemplar of innovation in service design and delivery.

[What you will be working on]

Join us if you share our passion to create solutions
Our work is transformational. We look for talents from diverse backgrounds and experience with divergent expertise, which allows us to solve problems and uncover opportunities in unique ways. Together as a team, we advance the charm and allure of our libraries through design.

The Contribution
Design and enhance the service delivery and experience in public libraries, by working with different stakeholders and developing strategies to meet the changing needs of both internal and external users.
- Plan and design the development of new, upgrading and outreach libraries

a. Develop and produce design briefs, project briefs and service concepts

b. Lead the data gathering phase through user and ethnographic research, which includes observations, user interviews and customer journey mapping

c. Conduct secondary research on current and upcoming design trends and standards with regards to Space, Information and Interactions, for incorporation to the design briefs and service concepts

d. Work with cross-departmental and cross-divisional representatives for the delivery of the divisional briefs, and oversee the development process so that they align to the service concepts

e. Work with appointed architects, interior designers and contractors to translate the service concept into its physical representation
- Conceptualise and design new service models and strategies, and drive their development and implementation in new, upgrading, existing and outreach libraries

a. Identify and diagnose problem areas in current processes and service models, and address them by taking a user-centred design approach to conceptualise and develop new service models and strategies

b. Anticipate and surface operational considerations and challenges, and propose solutions to resolve them

c. Identify and validate new data sources, work with internal divisions to collect data to drive the optimisation of processes. Design and implement trials/experiments to test hypotheses and theories based on research and data

d. Conduct observations and engage staff during the testing and implementation stage, to sieve out service gaps for further iteration. Develop change management requirements to facilitate the transition to new service models
- Enhance user experience on physical and digital platforms/mediums which requires the incumbent to:
a.Collaborate with external developers to achieve a consistent, integrated brand perception and user-experience of physical (e.g. signage) and digital (e.g. transaction kiosks) touchpoints

b. Develop wireframes and task flows based on user needs, optimised for a range of interfaces

c. Present the user-interface visually so that information is easy to read, easy to understand and easy to find

d. Anticipate operational challenges and generate use-case scenarios. Create feedback mechanisms and loops to capture inputs from users during the testing and implementation stages
- Plan, manage and deliver projects timely within allocated budget, resources and scope through effective internal and external stakeholders management. The incumbent will need to represent NLB at multi-agencies meetings; lead cross-divisional team meetings and present to Senior Management to seek endorsement on proposals. He/she is also required to manage the end-to-end budgeting and procurement processes.
- Design, analyse, and present information, data and content for various platforms and audiences in different formats. Translate organisational requirements, user needs and technical requirements into designs that are visually enticing and emotionally engaging.

[What we are looking for]
- 2-5 years of relevant working experience; (experience in the area of Architecture and Interior Design is a bonus)
- Ability to interpret user (internal and external) needs and analyse/ interpret data
- Good aesthetic sense
- Ability to organise and present information clearly with a good command in English (writing and speaking)
- Ability to organise thoughts with speed, communicate with clarity and impact, as well as articulate and present ideas clearly and persuasively
- Proficient in Microsoft Office and design software (e.g. Adobe Illustrator and InDesign)
- Strong team player with the ability to manage a team effectively
- Meticulous with the ability to multi-task and keep to tight deadlines

Successful applicant will be