Job Description

What the role is:The Customer Experience Division (CXD) plays a vital role in the Ministry of Social and Family Development (MSF)\'s mission by ensuring a positive and consistent service experience for our customers. Our team drives customer experience (CX) initiatives, fosters a strong service culture, and ensures that the quality of services delivered across all channels meet our high standards.What you will be working on:We are seeking a dynamic and experienced individual to drive the product strategy and roadmap, design, planning, testing, and implementation of technological products to augment MSF\'s service channels. The objective is to enhance convenience and accessibility for customers by leveraging technology to provide omni-channel experience and remote wraparound support to help customers complete their transactions and interactions with MSF beyond regular operating hours. As the Product Manager, you will play a pivotal role in empathising user needs, defining problems, as well as ideating, prototyping and testing solutions, with a view to scale them across localities. Key Responsibilities: \xe2\x80\xa2 As product manager, identify opportunities for continuous innovation and enhancements through new/existing partnerships and manage requirements from external and internal users \xe2\x80\xa2 Engage and work closely with business divisions to identify business drivers and desired outcomes, and identify technological opportunities that will achieve these desired outcomes \xe2\x80\xa2 Work with business users to conceptualize and design business solutions, and help users prioritize them for implementation \xe2\x80\xa2 Where necessary, assist users with or drive business process review or re-design to take advantage of the technological tools and opportunities \xe2\x80\xa2 Research and maintain knowledge in emerging technologies and the potential application to businesses \xe2\x80\xa2 Work with users on proof-of-concepts and other trials/pilots as necessary \xe2\x80\xa2 See through the procurement and development of technological products \xe2\x80\xa2 Develop modelling toolsets necessary for user engagement, requirements gathering and issue analysis, e.g. using of design thinking tools, customer journey maps etc. \xe2\x80\xa2 Collaborate with other stakeholders (e.g. technical architects, data architects) to conduct analysis and design \xe2\x80\xa2 Provide regular progress updates of initiatives undertaken to business users and management.What we are looking for:

• At least 3-5 years of experience in digital agile product management, preferably in a customer-facing environment \xe2\x80\xa2 Have an innovative mindset and able to challenge assumptions \xe2\x80\xa2 Good analytical, critical thinking with the ability to navigate strategic and detailed perspectives. \xe2\x80\xa2 Strong communication skills, especially in explaining technology solutions to various audiences \xe2\x80\xa2 Strong stakeholder engagement and management skills, with the ability to collaborate effectively across diverse teams, departments and external vendors. \xe2\x80\xa2 Competent, self-motivated, pro-active, dedicated and responsible self-starter. \xe2\x80\xa2 Experience in product management, including eliciting business needs and analysing business problems to define and deliver suitable solutions to these needs, will be an added advantage. Join us in transforming the delivery of public services and creating a seamless and positive experience for our citizens.

About Ministry Of Social And Family Development:\xe2\x80\x9cWe are Professionals with Passion for People\xe2\x80\x9d The Ministry of Social and Family Development (MSF) develops the \xe2\x80\x9cheartware\xe2\x80\x9d for Singapore through our policies, community infrastructure, programmes and services. Our mission is to nurture resilient individuals, strong families and a caring society that can overcome challenges together. We are committed and passionate in developing a strong social service sector, and play key roles in shaping the future of Singapore. Through these efforts, we hope to play a part in helping our citizens achieve their hopes and aspirations for themselves and their families. A career in MSF is a challenging and fulfilling one that allows you to make a difference in shaping the lives of Singaporeans. If you are driven and enjoy working in a fast-paced environment, we welcome you to be part of the MSF Family!

Ministry of Social and Family Development