Job Description

:What You\'ll DoUnify Visitor Experience:

• Bring to life the vision of a unified, seamless ticketing/visitor experience spanning the entire journey from pre-visit to post-visit, transforming it into an agile, omnichannel (onsite/offsite, offline/online) experience.
• Update ticketing processes and systems to address current pain points, enabling anytime, anywhere ticket purchase and enriched ticket bundling.
• Continuously improve the end-to-end visitor experience/flow, including developing an experience master plan integrating online pre-visit audience engagement, onsite wayfinding/navigation and visit management, and post-visit/repeat visit management.
• Evolve the visitor experience to deliver personalized, differentiated journeys, including developing customized itineraries/product bundles that span the Gallery\'s product lines (exhibitions, public programs, curatorial programs, education/family programs, tours, F&B experiences) and third-party partner offerings.

Visitor Research

• Facilitate visitor research (qualitative and quantitative) to identify relevant user insights, needs, and opportunities for action.
• Collaborate with in-house data divisions and front-of-house service teams, utilizing design research methodologies such as visitor interviews, observational studies, and focus group discussions.
• Design user experiences based on visitor segmentation research established by the Gallery\'s Marketing Team

Service Design

• Translate observations and opportunities into thoughtful and imaginative design outcomes, including the creation of service blueprints, design principles, and end-to-end visitor journeys.
• Develop service designs that account for both frontstage (visitor interactions) and backstage (internal process) elements to enhance overall museum experience, meeting both user needs and organizational goals.
• Ensure design proposals cut across Gallery product lines and channels (marketing, on-site, physical, and digital) to deliver personalized, engaging, and memorable museum visits.

Design Prototyping, Measurement and Management

• Develop low- and high-fidelity prototypes of service touchpoints, delving into details to demonstrate your vision.
• Conduct usability testing to refine and measure the effectiveness of visitor experiences and organizational outcomes.
• Create user flows and prototypes to conceptualize and communicate detailed interaction behaviors.
• Oversee the design process, managing time effectively and facilitating check-ins to ensure external design vendors/partners stay on-brief and on-budget.
• Contribute to the development of best practices and standards around user interface design and development.
• Coach internal stakeholders to manage team-level change.

Service Design Delivery

• Work with cross-divisional teams to prioritize and turn service design concepts into practical, executable solutions that enhance operational efficiency and visitor satisfaction.
• Project manage innovation design processes, driving decisions, tracking issues, and estimating resource needs and schedules.

Stakeholder Management

• Clearly articulate your ideas and concepts in written, verbal, and visual formats, including visitor journeys, service blueprints, and storytelling presentations.
• Adjust communication styles to engage effectively with senior management, Gallery staff, and everyday visitors.
• Engage with stakeholders at various levels to gather requirements, present design solutions, and incorporate feedback.
• Collaborate with divisional directors, supported by your direct team and managers in Visitor Experience and Innovation.

Qualifications:

• Must Haves:

• Proficiency in design thinking and service design methodologies, with proven ability to translate complex concepts into user-friendly designs.
• Familiarity with user research techniques and the ability to leverage insights for design improvements.
• Excellent written, verbal, and visual communication skills; able to codeswitch between various audience levels
• Strong level of care, both for the big picture\' and the details in every experience you craft for our audiences (from design direction through to interaction etc).
• A portfolio that demonstrates ability to think, work and design across online and offline touchpoints (including demonstrated research, personas, omnichannel user & customer journeys, as well as experience and interaction design solutions beyond digital-only).
• Proficiency with service design blueprinting, prototyping and communication tools: e.g. Miro, Figma, Adobe.
• Strong multi-tasking and project / time management skills for yourself and the projects you facilitate. And lots of initiative: this is a lean and ambitious team - come if you are a self-directed worker, filled with ideas and ready to learn!
• Good to Haves

• Degree in Design (Service, Experience, Research) or adjacent field of study.
• Experience designing for medium to large-sized organisations. Relevant work in (hospitality, retail, attractions etc.) are a bonus, but not mandatory: do include these in your portfolio sharing, if applicable.
• Experience leading and facilitating cross-disciplinary workshops (or willingness to learn).
• Experience defining and monitoring work based on service metrics (or willingness to learn).

About Us:National Gallery Singapore is a leading visual arts institution which oversees the world\'s largest public collection of Singapore and Southeast Asian modern art. Situated at the birthplace of modern Singapore, in the heart of the Civic District, the Gallery is housed in two national monuments - City Hall and former Supreme Court - that have been beautifully restored and transformed into this exciting 64,000 square metre venue. Reflecting Singapore\'s unique heritage and geographical location, the Gallery aims to be a progressive museum that creates dialogues between the art of Singapore, Southeast Asia and the world to foster and inspire a creative and inclusive society. This is reflected in our collaborative research, education, long-term and special exhibitions, and innovative programming. The Gallery also works with international museums such as Centre Pompidou, Muse d\'Orsay, Tate Britain, National Museum of Modern Art, Tokyo (MOMAT) and National Museum of Modern and Contemporary Art, Korea (MMCA), to jointly present Southeast Asian art in the global context, positioning Singapore as a key node in the global visual arts scene.In 2020, the Gallery was the only museum in Southeast Asia that received a ranking in The Art Newspaper\'s annual global survey of attendance at art museums, taking 20th place. In 2018, the Gallery was also the first museum in Asia to receive the Children in Museums Award by the European Museum Academy and Hands On! International Association of Children in Museums. It also won the awards for "Best Theme Attraction" at TTG Travel Awards 2017, "Best Attraction Experience", "Breakthrough Contribution to Tourism" and "Best Customer Service (Attractions)" at the prestigious Singapore Tourism Awards in 2016 for its role in adding to the vibrancy of Singapore\'s tourism landscape.As the Gallery looks to the future, it has committed to memorable and imaginative art & museum experiences - pushing for braver, more creative and more intentional work that shapes the role of art in our city and establishes the Gallery as a memorable, outstanding experience for our visitors. We offer job opportunities in our dynamic organisation. Working at the Gallery enhances and cultivates your love for the arts, and offers you a chance to be part of the Gallery\'s vision.OUR PEOPLEAt National Gallery Singapore, we develop cultural leaders who make the world better. Our people are united by a shared belief in the power and necessity of art, and work together to create meaningful experiences for our visitors.ABOUT THE ROLEYou will work across key visitor experience and experience innovation projects to champion a holistic, thoughtful and human-centered approach across the museum\'s physical, digital and human touchpoints designing experiences that inspire stories, create curiosity and move our visitors. Winning in this role means creativity and clarity (supporting the teams in research, strategy, journey-mapping) AND a can do\' spirit exhibited in willingness to roll up your sleeves and get your hands dirty to bring your ideas to life (creative ideation, design prototyping). Successful designers will connect the dots between vision and the nitty-gritty, ideal state and on-the-ground reality, insights and design decisions, polished frontstage evidence and feasible backstage actions.

National Gallery Singapore