Manager (Strategy & Policy)

Role overview

This position offers exposure to MINDEF/SAF operations and the chance to learn how strong service delivery is shaped across both public and private sector settings. The role also provides hands-on experience in design thinking.

Key responsibilities

• Scan the external environment and assess the current service landscape to shape service delivery strategy, then partner stakeholders to put that strategy into action.
• Work with users and stakeholders to develop policies that govern service delivery.
• Define, review, and measure service standards using benchmarking exercises, service audits, and internal reporting.
• Build, update, and maintain user experience maps by reviewing current processes so they support the intended service delivery direction.
• Partner business owners to design and roll out initiatives that reshape and improve the user journey.
• Act as a change catalyst by introducing new solutions, influencing stakeholders to close user experience gaps, and advising on ways to improve the overall experience.
• Run user validation sessions with stakeholders to test the stability, satisfaction, and adoption of a new service or product before it goes live.
• Monitor the progress of UX transformation efforts.
• Help grow internal knowledge around UX tools and methodologies.

Challenges in the role

• Managing relationships across both military and civilian stakeholders.
• Adapting commercial best practices to the public-sector defence environment.

Requirements

• Background in Service Design, User Experience, Business Administration, or a related field.
• Preferably at least 3 years of experience in service delivery, business process re-engineering, or organisational transformation.
• Strong interest in service delivery improvement and service transformation.
• Good interpersonal and stakeholder management skills.
• Creative mindset with the ability to generate innovative solutions.
• Careful and detail-oriented approach.
• Persistence and drive to take projects through implementation.
• Candidates without prior experience may also be considered.

Additional information

Compensation will depend on the selected candidate’s experience. Only shortlisted applicants will be contacted.