Manager, Group Service Transformation

Manager, Group Service Transformation

As part of the Group Service Transformation team, the Manager's key role is to drive care and workforce transformation in NUHS by co-creating and implementing enhanced patient journeys alongside user-centric digital solutions. This supports NUHS vision to deliver Incredible Care that is Digital as Default and enables a future-ready workforce.

Job Responsibilities

• Translate the vision of an ideal patient experience into user-centric designs for digital interfaces across service touchpoints.
• Lead and facilitate planning initiatives, including preparing proposals, collating technical information/ statistics, workshops and etc to guide decision-making.
• Conduct independent research to identify new innovative digital solutions and develop implementation plans that deliver value to users
• Identify suitable platforms to reach out to different staff groups in each institution to conduct and support staff training
• Present concepts and designs to key stakeholders for review and iteration.
• Collaborate with technical business analysts and system specialists teams to deliver effective digital solutions.
• Produce clear and comprehensive documentation on business requirements for digital implementation and ensure that documents remain updated.
• Harmonise development requirements and requests across public healthcare clusters and stakeholders.
• Coordinate and monitor roll-out of digital solutions and change management across multiple touchpoints, supported by data analysis.
• Plan and conduct research engagements to evaluate design concepts, product usability and user experience.
• Collate user feedback and insights to improve design interfaces, product usability and operational workflows.
• Manage internal stakeholder engagements and ensure timely communication of project plans
• Prioritise delivery of new/ existing digital tools based on an understanding of the NUHS strategic direction.
• Support ad hoc assignments/ special projects under the Group Service Transformation portfolio.

Job Requirements

• Degree in Business Administration, Marketing, Economics, Computer Science, Information Technology, Behavioural Science, Engineering, or a related discipline.
• At least 8 years of relevant work experience, including experience in user/customer experience, service design, digital transformation, or related fields.
• Proven track record in designing and delivering customer-centric strategies and digital transformation initiatives.
• Experience in managing and delivering complex projects involving multiple stakeholders.
• Agile and innovative mindset with a passion for service and digital transformation in healthcare.
• Excellent communication and stakeholder management skills, with the ability to facilitate discussions and influence diverse groups.
• Strong analytical, problem-solving and project management capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Up-to-date knowledge of user experience methodologies, emerging technologies and digital trends.
• Passion for improving patient and staff experiences through innovation and technology.