Job Description

Role Overview

Lead comprehensive business requirements analysis for Customer Relationship Management (CRM), Marketing Technology, and cloud telephony systems integration whilst driving user experience design initiatives. This role combines business analysis expertise with UX/UI design capabilities to ensure optimal user adoption and service delivery. The candidate will facilitate stakeholder engagement and translate business needs into both technical specifications and intuitive user interfaces that enhance overall system effectiveness.

Key Responsibilities

Gather business requirements for CRM enhancements, marketing technology, and cloud telephony system implementation and integrations Design and prototype user interfaces for service portal revamp, appointment booking system, and live chat functionalities Create wireframes, mockups, and interactive prototypes using Figma for stakeholder review and development guidance Analyse current processes and design optimised future state workflows for integrated customer service operations Facilitate requirement workshops and stakeholder interviews across multiple divisions Conduct user research, usability testing, and gather feedback to inform design decisions Document business processes, user journeys, and maintain requirements traceability matrix Analyse business impact of system integrations and identify process optimisation opportunities Design responsive interfaces that work across desktop and mobile platforms for customer-facing systems Conduct change impact assessment for transition from external to internal contact centre operations Coordinate user acceptance testing and develop test scenarios based on business requirements and user experience standards Facilitate user training and knowledge transfer sessions with focus on new interface adoption Support operations such as deployment and UAT and rectify support tickets across systems

Essential Competency Requirements

Salesforce Implementation:

Strong understanding of Salesforce Service Cloud and Marketing Cloud implementation, business process mapping, and Lightning Experience customisation

Government Experience:

Minimum 3 years' experience in Singapore Government business analysis, process improvement, or digital service design

Government Commercial Cloud (GCC) Implementation:

Experience with GCC implementation projects, compliance requirements, and accessibility standards

Risk Assessment:

Proficiency in business risk analysis, impact assessment methodologies, and user experience risk evaluation

Web Penetration Testing (WPT):

Understanding of web application security testing principles and user interface security considerations

Cloudscape Vulnerability Rectification:

Knowledge of cloud security vulnerabilities and their impact on user experience and business processes

AWS Connect Implementation:

Understanding of contact centre operations, AWS Connect implementation, and agent interface design

Essential UX/UI and Design Requirements

Figma Proficiency:

Advanced skills in Figma for wireframing, prototyping, design systems, and collaborative design workflows

User Experience Design:

Proven experience in user research, persona development, user journey mapping, and usability testing

User Interface Design:

Strong visual design skills with understanding of design principles, typography, colour theory, and responsive design

Accessibility Compliance:

Knowledge of WCAG guidelines and government accessibility requirements for digital services

Design Systems:

Experience creating and maintaining design systems and component libraries

Prototyping:

Ability to create interactive prototypes for user testing and stakeholder validation

Additional Requirements

UX/UI design portfolio demonstrating government or enterprise application design experience Experience with design thinking methodologies and human-centred design approaches Proficiency in user research methods including interviews, surveys, and usability testing Knowledge of HTML/CSS basics for effective developer handoff Experience with process mapping tools and requirements management software Strong facilitation and stakeholder management skills * Knowledge of change management methodologies and user adoption strategies