Manager/ Senior Manager, Customer Experience Design

What the role is:

As a Manager/ Senior Manager, Customer Experience Design in Customer Services Branch of the Student Placement and Services Division, you will spearhead design excellence and elevate user experience across MOE's online customer contact channels, primarily the MOE corporate website. You will identify users' needs and behaviour and be part of the web services team that acts as the customer advocate to drive user-centric mindsets and behaviours. You will design solutions that meet user needs and business objectives, fostering a culture of collaboration and continuous improvement in design practices.

What you will be working on:

• Lead the end-to-end digital service design initiatives from conception to delivery, encompassing user research, usability testing, prototyping, and final implementation
• Conduct workshops and co-creation sessions with business users and stakeholders to understand business operations and identify opportunities where service journeys and user experience can be enhanced
• Transform user requirements into practical design solutions through wireframes, mock-ups and interactive prototypes for web and mobile interfaces
• Review, maintain and enhance design guidelines and standards, ensuring adherence to accessibility principles and inclusive design practices
• Drive the organisation-wide adoption of MOE's design system and oversee its implementation, updates, and consistent application across all products and systems

What we are looking for:

• At least 3 years of product or UX design experience in implementing projects using diverse user research methodologies and usability testing
• Possess knowledge and skills in product or industrial design, graphic design, human-computer interaction, UX/UI design or a related field
• Proficiency in Figma and other similar design or collaboration tools, e.g. Miro, etc
• Understanding of WCAG web accessibility standards and best practices and knowledge of front-end development principles (e.g. HTML, CSS, JavaScript)
• Strong technical, conceptual design and service design skills
• Strong analytical, communication, writing, presentation and interpersonal skills with an inquisitive and strong quality service mindset
• A dynamic and highly motivated team player with the ability to multi-task and work independently
• Experience in implementing and managing websites and/or digital services using agile methodology and/or service design would be an advantageIn general, applicants can expect to hear from us within 3 weeks of the close of the application window. In the event where we receive a high number of applications, applicants will receive an update on their status within 5 weeks of the close of the window.As part of the processing of your application, you may be required to undergo a medical examination that will be fully paid by MOE. You will be provided with instructions regarding the medical examination.Note: The medical examination is part of the selection process and does not indicate that you have been offered the appointment.If you are facing issues submitting your application through the portal, please contact us at for assistance.

About Ministry of Education

The wealth of a nation lies in its people - their commitment to country and community, their willingness to strive and persevere, their ability to think, achieve and excel. Our future depends on our continually renewing and regenerating our leadership and citizenry, building upon the experience of the past, learning from the circumstances of the present, and preparing for the challenges of the future. How we bring up our young at home and teach them in school will shape Singapore in the next generation.The mission of the Education Service is to mould the future of the nation, by moulding the people who will determine the future of the nation. The Service will provide our children with a balanced and well-rounded education, develop them to their full potential, and nurture them into good citizens, conscious of their responsibilities to family, society and country.