Deputy Director, User Insights and Service Design

1 week ago

Singapore EDB Singapore Full time

[What the role is]

The Singapore Economic Development Board (EDB), a government agency under the Ministry of Trade and Industry, is responsible for strategies that enhance Singapore’s position as a global centre for business, innovation, and talent. We undertake investment promotion and industry development, and work with international businesses, both foreign and local, by providing information, connection to partners and access to government incentives for their investments. Our mission is to create sustainable economic growth, with vibrant business and good job opportunities for Singapore.

The Singapore Global Network (SGN) is a division in the Economic Development Board tasked to re-energise Singapore’s efforts in building a strong and extensive ecosystem of overseas Family, Friends, Fans (3F) for Singapore. SGN leads the Whole-Of-Government effort to coordinate across agencies and strengthen our collective networks whose skills, affinity and influence could help build linkages to global business and talent communities, and enhance the international mindshare of Singapore as a leading globally-connected city.

The User Insights and Service Design team (UID) is a process enabling function that develops a deeper understanding of SGN’s target audiences and the SGN experience to engage them with.

[What you will be working on]

User Research and Insights- Lead and guide the UID team in using appropriate user research methodologies, develop best practices, processes and standards in user research and insights gathering- Guide the team to develop detailed documentation of research and service experiences to build organisational capability

Brand Experience and Service Design- Lead the use of design thinking, BPM and service design strategies to effectively prototype and pilot solutions across user experiences and service journeys-
- Champion experimentation and using agile methodologies to translate research insights into customer experience and service journeys

Design Leadership and Mentorship- Manage the UID team and its resources in effectively delivering service design projects, facilitate workshops and conceptualising prototypes for products and programmes- Inspire, push creativity and establish best practices within SGN and the larger design community in EDB- Guide and coach the UID team in service experience and human-centred design techniques- Influence partners and key stakeholders through storytelling and pitching concepts in clear, concise and compelling way to obtain buy-in- Stay abreast of design research practices and trends

[What we are looking for]- Relevant qualifications in Design / Industrial Design / Psychology / Communications / Human Computer Interaction- At least 6 years in relevant Customer Experience Designer or Product Designer or UI/UX Design roles in a consultancy or similar industries- Experience leading a team of designers across a diversity of experience- Ability to effectively manage stakeholders’ expectations, and navigate ambiguity early on in the product development cycle- Have an understanding of Agile, lean and user-centred design methods, experience working in such team structures is a plus- Strong facilitation skills. Visual facilitation would be a plus- High sense of responsibility and ownership in problem-solving- Good command of product design tools- Excellent written and oral communication skills- Good team player and an independent thinker

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