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Manager/ Senior Manager, Service Capability, Design & Experience (Customer Responsiveness Dept)

Agency: Ministry of Manpower
Job no.: 538468
Work type: Permanent/Contract
Location: Singapore
Categories:InfoComm, Technology, New Media Communications, Customer Service

The Ministry of Manpower (MOM) aims to develop a productive workforce and progressive workplaces, for Singaporeans to have better jobs and a secure retirement. In a rapidly changing global economic landscape, Singapore’s workforce and workplace practices have to remain adaptable. MOM’s policies help enhance the workforce’s profile, promote lifelong employability and income security for Singaporeans, as well as foster excellent working environments that are fair and safe. As an MOM officer, you will get to work in a range of exciting areas to help the Ministry attain its goals, including manpower policy, industrial relations, workplace safety and foreign employment regulation. MOM is committed to creating an inclusive employee experience for all.

You will be part of a dynamic team to drive service design and experience in MOM and review MOM's key service capability programmes.

Key responsibilities include the following:

  • Partner divisions/departments and key stakeholders (e.g., service partners) to develop MOM Service Competency Framework and review MOM's Service Rewards and Recognition programmes;
  • Devise and implement communications and engagement activities to encourage adoption of service related initiatives and promote service capability building programmes across MOM;
  • Leverage design thinking to perform customer journey mapping or other qualitative research to understand customer pain points and improve service experience of customers;
  • Drive efforts to improve quality of written customer communications through devising simple-to-use toolkit, conduct of trainings/workshops and champion letter re-writing efforts across MOM; and
  • Apply behavioural insights and service design tools in cross-division/agency service improvements projects


  • Possess relevant working experience preferably in service design, design thinking, behavioural insights and/or service delivery. Fresh graduates are welcome to apply
  • Good negotiation, facilitation and writing skills
  • Good communication and presentation skills
  • Independent and self-motivated
  • Strong analytical and problem solving skills

Applications close:

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