General:
• Able to communicate well, strong conviction in the Government's mission and good user management skills
• Experienced in running major projects with strong management skills
• Can think of the big picture while being able to deep-dive into details if required
• Able to hands-on and go onsite e.g. project sites if required.
Responsibilities:
Responsible for conducting research, analysing data to derive insights to improve citizen service journey experience and inform overall product strategy, development and design decisions
• User and Citizen Insights:
o Conduct in-depth qualitative and quantitative research to uncover Citizen/Business/Public Officer needs, behaviours, motivations, and pain points.
o Be adept in generative and evaluative research to understand problem spaces and identify the right problem to tackle.
o Develop and execute comprehensive research plans, including user interviews, surveys, usability testing, and A/B testing.
• Data Analysis and Communication:
o Analyse qualitative and quantitative research data to identify trends, patterns, and actionable insights.
o Create compelling research reports and presentations to share findings with cross-functional teams and stakeholders.
• User-Centric Ideation and Problem-Solving:
o Facilitate workshops and ideation sessions prioritising user needs.
o Apply design thinking principles to creatively solve problems and envision innovative solutions.
• Customer Journey Mapping and Experience Design:
o Create customer journey maps and other artefacts to communicate research findings.
o Collaborate with cross-functional teams to develop a vision, strategy and plan to address key pain points and problems in the customer journey.
o Apply research insights to design seamless and engaging customer experiences.
o Collaborate with designers and developers to ensure usability and accessibility of service concepts and products.
• Performance Measurement and Improvement:
o Define and track key performance indicators or relevant metrics to evaluate product and service effectiveness and identify areas for improvement.
• Methodological Expertise:
o Keep abreast of the latest research methodologies, tools, and industry trends in both UX research and service design.
o Ensure methodological rigour in all research and service design activities.
GIS Skillsets:
• Conducts user research with government data users to understand GIS workflows, needs, and pain points related to maps, dashboards, and data discovery.
• Designs intuitive map interactions, dashboards, and data discovery experiences; creates service blueprints and user journeys that improve usability and adoption.
• collaborates with product, GIS, and engineering teams to prototype, test, and iterate interfaces, ensuring accessibility, inclusivity, and consistent data storytelling.
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