As a Design Lead, you will work with frontline service teams to turn real challenges into practical, user-centered solutions that improve client outcomes and staff experiences. You will lead co-design, rapid prototyping, and the scaling of effective ideas, blending design, technology, and data in your work.
You will have the autonomy to set new design approaches for digital projects and service journeys, champion user needs in key decisions, and tell clear stories that build alignment across stakeholders. Working closely with cross-functional teams, you will deliver solutions that are thoughtful, feasible, and impactful, while helping grow design and innovation capability across the organization.
You are part of the innovation squad, a multidisciplinary team, driving digital and service transformation across frontline services, and shaping next generation tools and experiences for our staffs and the vulnerable communities.
Responsibilities:
Innovation Strategy and Design Leadership
- Formulate and articulate the innovation strategy and align with long term goals
- Understand user challenges and reframe them as opportunities for innovation
- Set design approach and craft clear narratives that connect organization goals with real user needs
- Establish design standards, guidelines, reusable components and templates to ensure consistent quality and scalability across initiatives
Discovery and Requirements Analysis
- Lead discovery work such as user interviews, co-design workshops, and usability sessions to uncover real needs and pain points
- Synthesize research findings into clear insights, personas, journey maps, and design artefacts that inform priorities and decisions
Design, Prototyping and Testing
- Create wireframes, prototypes and user flows from low-fidelity concepts to high fidelity solutions
- Define and document both design and user requirements in a way that supports delivery and collaboration
- Iterate and refine solutions based on testing, stakeholder feedback, and real-world constraints
Capability Building and Change Enablement
- Coach teams on design thinking and user-centered practices
- Build organizational capability in service and experience design, beyond individual initiatives
- Equip staff through demos, hands-on sessions and scenarios walkthroughs that help teams apply new solutions with confidence
Requirements:
- Bachelor's Degree in Design, User Experience, Service Design, Communications or a related field
- At least 5 years of hands-on experience in UX, service design
- Proficiency in design and collaboration tools such as Figma, Miro or equivalent platforms
- Ability to synthesize qualitative and quantitative insights into actional design direction
- Strong stakeholder engagement capabilities and good facilitation skills
- Excellent communication skills
If you are interested to join us, please apply via Fei Yue .
For your privacy and security, kindly refrain from including your NRIC number in your application form or resume. Please note that we do not accept hardcopy resumes.
