Manager (Strategy & Policy)

About the role

This role offers exposure to the operations of Singapore's Ministry of Defence and Armed Forces, allowing you to learn best practices from both private and public sectors while developing design thinking capabilities.

Key responsibilities

• Perform horizon scanning and review the current landscape to establish a service delivery strategy and collaborate with stakeholders on its implementation.
• Engage users and stakeholders to draft service delivery policies.
• Establish, monitor, and track service standards through benchmarking studies, service audits, and internal reports.
• Assess, develop, and maintain user experience maps based on current process reviews to align with the service delivery strategy.
• Collaborate with business owners to re‑imagine and redesign the current user experience.
• Act as a change agent, initiating new solutions, influencing stakeholders to address UX gaps, and advising on enhancements.
• Conduct user validation sessions with stakeholders to evaluate stability, satisfaction, and adoption of new services or products before launch.
• Track progress of UX transformation initiatives.
• Contribute to knowledge building of UX tools and methodologies.

Required profile

• Education in Service Design, User Experience, Business Administration, or related fields.
• At least 3 years of experience in service delivery, business process re‑engineering, or organisational transformation (applicants without experience may also apply).
• Passion for service delivery and transformation.
• Strong stakeholder management and people skills.
• Creativity to devise innovative solutions.
• Meticulous attention to detail.
• Drive to see projects through to implementation.

Required skills