Job Description

[What the role is]

The Singapore Global Network (SGN) is a division under the Economic Development Board (EDB) and focuses on building a strong ecosystem of overseas family, friends and fans of Singapore. This includes growing a network of individuals whose skills, affinity and influence could strengthen Singapore’s business and talent ecosystem, along with enhancing international mindshare of Singapore as a vibrant global hub in Asia.

The Design, Capacity and Culture (DCC) team is responsible for people-centred experience and service design, workplace experience, funding programme operations and back-office functions.

For more information on SGN, please visit www.singaporeglobalnetwork.gov.sg

[What you will be working on]

As an Experience and Service Designer in the DCC team, you will be the resident expert on our external and internal customers and their journeys with SGN. You will be expected to apply service design capabilities to shape impactful experiences for both our external customers (members and partners) and our internal team.

Your responsibilities include but are not limited to:

Customer Feedback

Employ design research and customer satisfaction methodologies to obtain insights to “know customers”, including and not limited to interviews, surveys and feedback mechanisms Synthesise customer/user motivations and behaviour into insights Propose recommendations on improvements to existing products, programmes and processes, as well as identifying gaps and surfacing new opportunities Support data collection and sense-making for SGN analysis and reporting

Service / Experience Design

Define research scope and project manage service design workstreams Develop archetype-led journeys for SGN customers, partners and officers Partner closely with stakeholders to facilitate design sprints and workshops for new service/product conceptualisation or improvements to existing experiences Guide and co-create with stakeholders in iterative implementation of new initiatives for external and internal customers Define and measure success in collaboration with stakeholders

Service / Product validation and refinement

Review existing products, programmes and processes and develop testing plans for service or product validation/refinement Propose suitable testing methodology for both qualitative and quantitative research methods Work with stakeholders to conceptualise customer satisfaction measurements to assess impact of recommendations Plan and execute testing sessions with stakeholders and customers

Delivery of internal team experience
Support the SGN officer experience, driving regular reviews and customer feedback sessions, with the aim of enhancing internal team members experience with the organisation

[What we are looking for]

• Relevant Degree in User Experience/Industrial Design/Psychology/Communications/Research/Architecture

• 2-5 years in relevant Customer Experience or User Experience roles, with a focus on Service Design and/or Design Research

• Systems thinker

• Patient, curious and empathetic, yet able to read between the lines

• High sense of agency, responsibility and ownership in problem-solving

• Excellent stakeholder and project management skills

• Ability to leverage and explore digital tools, e.g. Notion, Miro, AI Interview tools

• Good written and verbal communication skills

• Singaporean