Lead, User Insights & Service Design

[What the role is]
The Singapore Economic Development Board (EDB), a government agency under the Ministry of Trade and Industry, is responsible for strategies that enhance Singapore’s position as a global centre for business, innovation, and talent. We undertake investment promotion and industry development, and work with international businesses, both foreign and local, by providing information, connection to partners and access to government incentives for their investments. Our mission is to create sustainable economic growth, with vibrant business and good job opportunities for Singapore.
For more information on EDB, please visit www.edb.gov.sg

The officer in this role will be part of the User Insights & Service Design team within the Singapore Global Network. You will be the resident expert on our external and internal customers and their journey with SGN. This role sits across two teams in SGN, where you will be expected to apply service design capabilities to develop impactful experiences for both our external customers (SGN members and partners), as well as our internal team.

[What you will be working on]
Customer research studies
1. Develop research plans and project timelines for discovery research studies
2. Conduct interviews with customers and stakeholders to obtain insights and feedback
3. Conduct observations and analyses of customer/user behaviour
4. Participate in research synthesis sessions
5. Propose recommendations on improvements to existing products (omni-channel), and surface new opportunities
6. Support data collection (Qualitative and quantitative) for reporting purposes

Service / Experience Design
1. Partner closely with stakeholders to run design sprints and workshops for new service/product conceptualisation or improvements to existing experiences
2. Conduct mapping analysis to identify key customer segments required for development and eventual implementation of service or product (customer journey maps)
3. Develop low to medium fidelity prototypes and pilots for testing of new or improved service or product concepts
4. Guide and co-create with stakeholders in iterative implementation of new service or product pilots

Service / Product validation and refinement
1. Develop testing plan and project timelines for service or product validation/refinement
2. Propose suitable prototype testing methodology for both qualitative and quantitative research methods
3. Work with stakeholders to conceptualise customer satisfaction measurements to assess impact of recommendations
4. Develop service prototypes/experiments for SGN products (digital and non-digital)
5. Plan and execute testing sessions with stakeholders and customers

Delivery of internal team experience
1. Support the SGN officer experience, driving regular reviews and customer feedback sessions, with the aim of enhancing internal team members experience with the organisation
2. Support the process and logistics of innovation and training opportunities

[What we are looking for]
To meet the challenges of this role, you must have/be:
1. Relevant Degree/Diploma in User Experience/Industrial Design/Psychology/Communications/Research/Architecture
2. At least 2-3 years in relevant CX or UX roles, with a focus on Service Design and Design Research,
3. Experienced in implementing Design Research principles and methodologies
4. Is patient, curious and empathetic, yet able to read between the lines; going beyond surface level statements made by the customer in interviews
5. High sense of responsibility and ownership in problem-solving
6. Ability to facilitate 1-1 or 1-many customer interview sessions comfortably
7. Ability to effectively manage internal stakeholders, and their varying expectations
8. Strong ability to quickly synthesise insights based on common themes or patterns, in order to make sense of customer behaviour
9. Excellent project management skills with the ability to leverage enablement tools like Trello
10. Native proficiency in English and 1 other language a plus
11. An interest in organisational development issues is a plus

1. Singaporean