About the job
Our client is one of Singapore's leading businesses, with a significant consumer and enterprise footprint across connectivity, mobile, and digital services. As customer expectations evolve and the industry transforms, they are reimagining how services are designed - not just delivered. To lead that charge, they are looking for a Design Thinking Manager who can blend user insight, business strategy, and creative energy to fundamentally reshape how the organisation builds products and experiences.
The Role
This is a high-impact individual contributor role sitting at the intersection of innovation, customer experience, and organisational culture. You'll be the in-house champion for design thinking - owning the methodology, leading cross-functional projects, and embedding human-centred practices across business units from technology and product through to retail and customer operations.
Key Responsibilities
1. Design Thinking Practice & Facilitation
- Serve as the go-to expert on design thinking methodologies, advising teams on best-fit techniques and behaviours
- Facilitate workshops with cross-functional squads - surfacing real problems and generating bold, testable ideas
- Map journeys, run field research, build prototypes, and test solutions at pace
- Embed customer-first thinking across teams working on everything from mobile apps to broadband installation
2. End-to-End Project Leadership
- Lead design thinking projects across the business - from reimagining onboarding flows to co-creating new service models with frontline teams
- Maintain a relentless focus on improving both customer and employee journeys
- Translate complex infrastructure realities into actionable, human-centred solutions
3. Capability Building & Scaling
- Plan and execute organisation-wide initiatives to grow awareness and adoption of design thinking
- Enhance and maintain existing toolkits to ensure practical applicability across business units
- Train and coach business unit journey coaches to build a distributed design thinking capability
Ideal Candidate Profile
- 5–7 years of experience in service design, UX, product innovation, or a closely related discipline - with exposure to telco, tech, or complex service environments
- Strong facilitation and storytelling skills - you bring people along and make ideas land
- Comfortable navigating both frontline realities and executive conversations with equal confidence
- Hands-on experience running user research and making sense of layered, complex customer journeys
- A bias for action - at ease with prototyping, iterating, and learning fast
- Thrives in ambiguity; connects dots others don't yet see
- Familiarity with service blueprints, systems thinking, and enterprise-scale design
- Proficiency in tools like Miro, Figma, or Adobe XD
- Accreditation from IDEO, d.school, LUMA, or equivalent is a welcome plus
- Strong candidates with backgrounds in adjacent fields who are transitioning into a dedicated design thinking role are welcome to apply
If you're ready to move a legacy industry forward - one workshop, prototype, and insight at a time - this is the role for you.
CEI: R1219292
EA License: 23C1501
Judobi (Singapore) Pte. Ltd.
