Assistant Manager/Manager (Experience and Service Design) at Singapore Global Network

Overview

The Singapore Global Network (SGN) is part of the Economic Development Board and aims to cultivate a thriving community of Singapore's overseas family, friends, and supporters. Its goal is to leverage the skills, connections, and influence of this network to enrich Singapore’s business and talent ecosystems and to enhance its reputation as a dynamic global hub in Asia.

The Design, Capacity and Culture (DCC) team within SGN is responsible for human-centered experience and service design, workplace environment, funding program operations, and administrative support functions.

Role Summary

In this position as an Experience and Service Designer, you will act as the lead expert on understanding both external and internal customer journeys with SGN. Your role will involve applying service design principles to create meaningful experiences for SGN’s members, partners, and internal teams.

Key Duties

• Design and implement research methods such as interviews, surveys, and feedback tools to gather customer insights that reveal motivations and behaviors.
• Analyze and synthesize customer data to provide actionable recommendations for enhancing current products, programs, and processes, as well as identifying new opportunities.
• Define research project scopes and manage service design initiatives.
• Create archetype-based customer journey maps for SGN stakeholders including customers, partners, and staff.
• Collaborate closely with stakeholders to facilitate design sprints and workshops aimed at developing or improving services and products.
• Support iterative implementation of innovations in collaboration with stakeholders and establish success measures.
• Assess existing offerings and design validation plans using qualitative and quantitative research methodologies.
• Work with stakeholders to develop mechanisms to measure customer satisfaction and execute testing sessions.
• Enhance the internal experience of SGN employees by collecting feedback and conducting regular reviews to improve organizational engagement.

Qualifications and Experience

• A degree relevant to User Experience, Industrial Design, Psychology, Communications, Research, or Architecture.
• Between 2 to 5 years of experience in customer or user experience roles, specifically focusing on service design and/or design research.
• Strong systems thinking abilities and attention to nuanced details.
• Patient, inquisitive, empathetic, and skilled at interpreting underlying meanings.
• A proactive mindset with ownership and accountability in solving problems.
• Proven skills in managing stakeholders and projects efficiently.
• Experience with digital collaboration and research tools such as Notion, Miro, and AI-driven interviewing platforms.
• Effective written and oral communication abilities.
• Singaporean citizenship is a requirement.

Additional Information

This position is based in Singapore and requires full-time onsite commitment. The role involves engaging with a diverse network of external partners as well as internal colleagues to continually enhance user and employee experiences at SGN.