[TEMP - 1 year] Digital Content Coordinator, SupportGoWhere (ServiceSG)

We are seeking a detail-oriented Digital Content Coordinator to manage and maintain the SupportGoWhere (SGW) website, ensuring accurate and up-to-date information for members of the public. This role requires strong analytical skills, excellent stakeholder management abilities, and proficiency in data management to support Singapore's digital government services. The ideal candidate will have an interest in user research methodologies and experience with website analytics to enhance user experience.

[Key Responsibilities] Website Management & Content Operations Oversee the day-to-day management of the SupportGoWhere website, ensuring optimal functionality, user experience, and content accuracy. Regularly update website content to maintain relevance and reliability for public users. Monitor website analytics to identify user behaviour patterns and content performance metrics. User Research & Engagement Facilitate focus group discussions (FGDs) to gather insights on service needs and website usability. Coordinate and conduct interviews with various stakeholders and service users to understand their experiences and requirements. Analyse qualitative and quantitative research data to identify trends and opportunities for service improvement. Support user research initiatives by preparing discussion guides, managing participant recruitment, and synthesising findings into actionable recommendations. Stakeholder Coordination & Data Governance Liaise with multiple government agencies to establish and maintain data accuracy protocols for SGW content. Coordinate regular data validation exercises with agency partners, ensuring timely updates and corrections to service information. Build and maintain strong working relationships with agency representatives to facilitate smooth information flow. Public Service Support & Query Management Collaborate closely with the Quality Service Manager (QSM) team to address public enquiries and feedback regarding SGW services. Analyse query patterns alongside website analytics to identify content gaps or areas requiring clarification and implement proactive content improvements to reduce future enquiries. Data Analysis & Performance Monitoring Process and analyse large datasets to identify trends, inconsistencies, and opportunities for service improvement. Utilise website analytics tools to track user engagement, conversion rates, and content effectiveness. Develop and maintain comprehensive data sorting systems and protocols to ensure information integrity across all SGW platforms. Create regular reports combining website performance metrics, data quality indicators, and user engagement analytics.

Essential Requirements: • Advanced proficiency in Microsoft Excel, including complex formulas, pivot tables, and data analysis functions is preferred • Familiarity with website analytics platforms (such as Google Analytics) and ability to interpret user behaviour data • Strong logical reasoning and problem-solving abilities with demonstrated experience in data sorting and categorisation • Interest in user research methodologies and experience facilitating group discussions or interviews • Excellent written and verbal communication skills for effective stakeholder management and research facilitation • Experience in content management systems and basic web administration • Ability to work independently while managing multiple concurrent projects and deadlines • Strong attention to detail with commitment to data accuracy and quality assurance Preferred Qualifications: • Experience in government or public sector environments would be ideal • Background in digital communications, information management, or related field • Familiarity with government digital services and citizen engagement platforms • Knowledge of data governance principles and best practices • Experience with qualitative research methods, focus group facilitation, or user experience research • Understanding of research data analysis and synthesis techniques This role offers the opportunity to contribute directly to Singapore's digital government initiatives whilst developing expertise in large-scale content management, user research, and citizen-centric service design through inter-agency collaboration.