Manager/Senior Manager, Digital Service Strategy and Planning (EED)

• Plan and conduct discovery activities (e.g. interviews, workshops, surveys) to understand needs and pain points of different groups of users and stakeholders.
• Work on the design and mapping of enterprise service journeys and user experiences, leading to the development of an enterprise portal.
• Collaborate with cross-functional teams to align business objectives with the user journey and service design, ensuring enterprise needs are effectively met.
• Develop and refine user flows for enterprise users, ensuring processes are efficient, intuitive, and meet the goals of the enterprise portal.

• Identify opportunities for service journey improvements through feedback, user research, and performance analysis.
• Implement iterative changes based on insights from user testing and enterprise feedback, continuously optimizing the user experience.
• Apply best practices in service design to ensure that enterprise users experience efficient and intuitive interactions across the portal.

• Lead the planning, coordination, and execution of enterprise journey and service design improvement projects, ensuring alignment with the overall enterprise portal development strategy.
• Manage project timelines, resources, and stakeholder communications to ensure successful project delivery.
• Use project management methodologies and tools to track progress, mitigate risks, and ensure timely delivery of high-quality outcomes.

• Monitor and evaluate the performance of enterprise journeys and services, using KPIs and other relevant metrics to measure success.
• Provide actionable insights and recommendations for optimizing user experiences and ensuring the enterprise portal meets its intended goals

• Problem-Solving: Strong analytical skills to address challenges in service and user journey design, with a focus on the needs of enterprise users.

• Adaptability: Comfortable working in a fast-paced and dynamic environment, with the ability to adjust to evolving business needs.

• Collaboration: Effective team player with the ability to work cross-functionally to ensure the successful implementation of enterprise journey and service improvements.

Successful candidates will be offered a 2-year contract in the first instance and may be considered for an extension or be placed on a permanent tenure

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.