Manager, Strategy & Policy

About the role

You will be exposed to the workings of MINDEF/SAF, have an opportunity to learn about best service delivery practices in both the private and public sectors, and gain design thinking skills.

What you will be working on

• Perform horizon scanning and review current landscape to establish service delivery strategy, and work with stakeholders on delivering the strategy
• Engage users and stakeholders to write service delivery policies
• Establish, monitor and track Service Standards through benchmarking studies, service audits, and internal reports
• Assess, develop and maintain user experience maps based on a review of current processes, to ensure a shift that is in line with our service delivery strategy.
• Collaborate with business owners and implement initiatives to re-imagine and re-design current user experience
• Serve as a change agent to initiate new solutions, influence relevant stakeholders to address gaps in user experience and advise on approaches to positively enhance user experience
• Conduct user validation sessions with stakeholders to evaluate the stability, satisfaction and the adoption of a new service/product before launch
• Track the progress of user experience transformation
• Contribute to knowledge building of UX tools and methodologies

Challenge(s)

• Navigating stakeholder relationships across military and civilian contexts
• Adapting private sector best practices to public sector defence environment

What we are looking for

• Education in Service Design, User Experience, or Business Administration
• At least 3 years of working experience in Service Delivery or Business Process Re-engineering and organisational transformation is preferred
• Passionate for service delivery and service transformation
• Excellent people skills for stakeholder management
• Creativity to think of innovative solutions
• Meticulousness
• Drive to see projects through to implementation

(Applicants with no experience may apply.)

Appointment will be commensurate with your experience.