Assistant Manager / Manager, Experience and Service Design

About the role

The Singapore Global Network (SGN), a division of the Economic Development Board (EDB), builds a network of overseas family, friends and fans of Singapore who can strengthen its business and talent ecosystem. Within SGN's Design, Capacity and Culture (DCC) team, you will act as the resident expert on external and internal customers and their journeys, applying service design to create better experiences for members, partners and the internal team.

Key responsibilities

• Customer feedback: use design research and customer satisfaction methods such as interviews, surveys and feedback mechanisms to understand customers, synthesise motivations and behaviours into insights, and propose improvements to products, programmes and processes
• Service and experience design: define research scope, manage design workstreams, build archetype-led customer journeys, run design sprints and workshops, and co-create iterative implementations with stakeholders
• Service and product validation: review existing offerings, plan and run testing sessions using qualitative and quantitative methods, and help define customer satisfaction measures
• Internal team experience: support the SGN officer experience through regular reviews and feedback sessions

Required profile

• Degree in User Experience, Industrial Design, Psychology, Communications, Research, Architecture or a related field
• 2-5 years in Customer Experience or User Experience roles, with a focus on Service Design and/or Design Research
• Singaporean citizen

Required skills

• Systems thinking, empathy and curiosity
• Stakeholder and project management skills
• Ability to use digital tools such as Notion, Miro and AI interview tools
• Good written and verbal communication