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Senior Lead / Head (Customer Experience Design), Singapore Global Network

Apply Now Work type: Permanent, Full-time
Location: Singapore
Categories: Others

About SGN

The Singapore Global Network (SGN) is a division in the Economic Development Board tasked to re-energise Singapore’s efforts in building a strong and extensive ecosystem of overseas Family, Friends, Fans (3F) for Singapore. SGN leads the Whole-Of-Government effort to coordinate across agencies and strengthen our collective networks whose skills, affinity and influence could help build linkages to global business and talent communities, and enhance the international mindshare of Singapore as a leading globally-connected city.


About the Role

We are looking for an experienced Customer Experience Designer (the “CX Designer”) to create compelling experiences for SGN’s customers and partners. Your job is to lead and work alongside a team of user research and design practitioners, to design and build a consistent customer experience across SGN’s various platforms through design. You are expected to have an expert understanding of touchpoints across the customer journey and champion holistic, omni-channel experience design from concept to production.


In this role, you will have the following responsibilities:


User Research

  • Conduct user research studies into SGN’s customers and present findings that will inform improvements in the customer experience
  • Establish and improve user research methodologies such as in recruitment of participants, research interviews, research synthesis sessions, insight development
  • Discover customer and business needs through contextual inquiries, generative and quantitative research, and identify solutions to meet those needs

Customer Experience Design

  • Design holistic, omni-channel products and service design ecosystems
  • Identify product and service design opportunities from user research and business problems
  • Plan and facilitate workshops with both internal and external stakeholders
  • Conceptualise and visualise prototypes for testing of new service and product concepts across various levels of interactivity and medium (physical and digital, lo-fi and hi-fi, tangible and conceptual)
  • Champion and improve customer experience of the SGN platform

Design Leadership and Mentorship

  • Inspire, push creativity and establish best practices within SGN and the larger CX community in EDB
  • Guide and teach UD team in customer experience and human-centred design techniques
  • Influence partners and key stakeholders through storytelling and pitching concepts in clear, concise and compelling way to obtain buy-in


  • Relevant qualifications in Design / Industrial Design / Psychology / Communications / Human Computer Interaction
  • At least 6 years in relevant Customer Experience Designer or Product Designer or UI/UX Design roles in a consultancy or similar industries
  • Experience leading a team of designers across a diversity of experience
  • Ability to effectively manage stakeholders’ expectations, and navigate ambiguity early on in the product development cycle
  • Have an understanding of Agile, lean and user-centred design methods, experience working in such team structures is a plus
  • Strong facilitation skills. Visual facilitation would be a plus
  • High sense of responsibility and ownership in problem-solving
  • Good command of product design tools
  • Excellent written and oral communication skills
  • Good team player and an independent thinker
  • Singaporean


We review applications on a rolling basis. Applicants can expect to receive an application outcome within 8 weeks of application date.

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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