ServiceSG aims to transform the delivery of Singapore’s Public Service to be on par with leading global companies. A key strategy for this is to take a citizen-centric service journey approach to organize public services in an integrated manner. Our ambition is to transform citizen’s experience of public services from one of having to navigate across different functional agencies to get things done, to an integrated, personalised and seamless one where the public service “Knows and Serve you as one, and with Heart”. The Service Transformation and Planning team within ServiceSG leads the service transformation work for key citizen journeys. The team works with various government agencies and key stakeholders to redesign service delivery processes and implement the change management required to improve citizen-centricity and productivity in the delivery of public services.

Design, develop, and manage citizen journeys (interactions, service touchpoints, channels etc.) and actionable plans to meet and exceed customer needs identified through customer insights and trends. (Depending on the actual target citizen segment, the weightage of responsibilities below could differ across the 4 work areas) • Citizen Segment/Moment Service Strategy o Support ServiceSG Leadership to determine overarching direction for service strategies and positioning for targeted citizen segment/moment in line with Whole of Government (WoG) service vision and direction. o This could include commissioning citizen insights research and engaging with subject matter experts to obtain specialised knowledge and benchmarking on leading service technology and trends, both locally and globally. • Design appropriate interventions to achieve desired goals o Lead and facilitate multi-stakeholder teams to design and develop new WoG service experiences in line with the envisioned customer journey. o Interventions include re-designing existing business processes, reviewing existing ops policies, and developing an integrated WoG channel strategy to achieve seamless service delivery. • Implement and manage interventions to ensure success o Establish and project manage pilots for learning and ‘product-market fit’. o Lead the scale up of WoG interventions through recommendations of the rightsizing of resourcing, capabilities and structure/systems of work. o Project management of key interventions through effective WoG communications, training and change management strategies. • Program Life Cycle Management o To conduct regular program KPI reviews, and to manage budget and resources (including product management, vendors, partners etc.). o Run effective stakeholder engagement platforms to ensure sustainable change management efforts and continuous improvements for each citizen journey program.

[Work Experience, Competencies & Personal Traits] We are looking for motivated individuals who are self-starters in a fast-paced environment and enjoy large systems problem solving. You should be comfortable with the ambiguity in driving large system complex change, action-biased via experimentation and prototyping, and always seeking to bring in new ideas and best practices for the public service. The job requires individuals with strong systems thinking and stakeholder management skillsets to drive healthy and effective collaboration across multi-agency partners to achieve systemic and sustainable change for improved citizen experiences. Key Competencies Required • [Customer Experience Strategy and Engagement]: Reimagine the delivery of government services from a customer-centric perspective, identify improvements and redesign the service delivery process. • [Service Strategy and Policy Making]: Leverage the understanding of WoG service strategies and policies across agencies to identify new opportunities for integration and streamlining for greater citizen centricity. • [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind. [Working Effectively with Stakeholders]: Able to work closely with other Public Service agencies to drive the service transformation initiative and achieve better coordination and seamless integration of technology and processes. Influence agencies to see beyond their individual agency’s missions, towards a collective purpose of seamless service delivery for the citizens. • [Creative Thinking and Problem Solving]: Contextualise and apply design methodologies and processes to uncover insights and solve specific service-related challenges. You would be required to demonstrate creativity in generating solutions to complex issues. Work Experience At least 5 years of work experience in at least two of the following areas in service delivery would be preferable: • Service Design and Experience Management • Service Strategy, Policy and Planning • Service Operations and Management • Digital Transformation • Product Management • Project Management Successful candidates will be offered a 2-year contract in the first instance.

The Public Service Division (PSD) stewards a trusted Singapore Public Service for a successful and vibrant Singapore. Our 4 key roles include: • Developing a flourishing and diverse workforce by supporting our public officers' continual growth of skills and creating meaningful careers • Developing a forward-looking and inspiring community of leaders who are united, resilient, and anchored in public service values and ethos • Building future-ready public sector organisations by steering and supporting transformation of our organisations and catalysing innovations for organisations to work more effectively • Driving good governance, values and excellence to safeguard the integrity and reputation of the Public Service and uphold the trust of citizens Why Join Us When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us! Follow us @PublicServiceDivision @SGPublicService On LinkedIn | Instagram | Facebook | http://www.psd.gov.sg The Singapore Public Service: Integrity, Service, Excellence  |People, Our Pride | Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest |