Deputy / Assistant Director, Design Management - TradeNet

About the role

TradeNet is Singapore's platform that connects traders, freight forwarders, customs officers and government agencies through a single system for permit applications and regulatory approvals, supporting 970 billion in annual trade revenue. As Deputy / Assistant Director, Design Management, you will lead end-to-end service design across multiple products serving internal and public users, drive service-level thinking across workflows and stakeholders, and mentor designers to strengthen systems thinking.

Key responsibilities

• Own end-to-end service design initiatives across one or more products, connecting internal and public users
• Map and maintain a systems-level view of service journeys, from front-stage user interactions to back-stage operational, policy and system processes
• Run deep discovery work (interviews, operational deep-dives, workshops) to find root causes, systemic gaps and long-term opportunities
• Turn insights into service recommendations that shape roadmaps, trade-offs and delivery priorities
• Develop artefacts such as journey maps, service blueprints and ecosystem models
• Prototype and iterate low-fidelity service and interaction concepts with UX designers
• Partner with product, engineering, policy and business stakeholders to turn service intent into measurable outcomes
• Pilot new initiatives or tools and mentor designers in service design methods

Required profile

• Bachelor's or Master's degree in Service Design, Human-Centred Design or a related field (or equivalent experience)
• At least 8 to 10 years of experience in service design or complex UX design
• Proven experience designing and shipping products with complex, ideally multi-stakeholder or regulated, requirements
• Experience in iterative, agile environments, influencing product direction and prioritisation

Required skills

• Proficiency in tools such as Figma, Miro or similar service mapping and prototyping tools
• Solid grounding in user research methods and insights generation
• Strong facilitation skills and clear, persuasive communication
• Analytical rigour, attention to operational detail and comfort in ambiguous environments