[1 year contract, renewable]

Job overview

ServiceSG aims to transform how citizens experience public services — moving from a system where people must navigate multiple agencies to one that is integrated, personalised, and seamless, where the Public Service “Knows and Serves You as One, and with Heart.”

Our omni-channel service delivery system brings together LifeSG, a central digital platform, a network of ServiceSG Centres, and a central contact centre.

Together, we integrate over 600 government services across key citizen life moments, working with agencies to streamline systems and processes for a smooth, consistent experience — whether online, on the phone, or in person.

As part of this transformation, you will collaborate with our scrum team of technologists and various government agencies to inform product, design, and strategy decisions that shape the digital experience of public services. This role calls for strong analytical thinking, interpersonal skills, and design judgement.

You will work closely with designers, engineers, business analysts, and product managers to deliver features that enhance citizen experience and improve agency efficiency.

This position is with the ServiceSG team located at The Treasury.

What to expect

Working closely with the lead in the product strategy team, you will serve as the guardian to ensure consistency and quality across agency integrations, feature development, and platform enhancements, while maintaining a cohesive user experience aligned with the platform strategy.

Within your first month...

You have understood the overall product strategy, did a stock take on the status of the project, and contributed service design, planning and strategy for concurrent active sprints.

By the end of 3 months...

● Clear ownership of one or more initiatives

● Good working relationships with internal and cross-agency stakeholders

● A reliable delivery cadence and transparent reporting

● Demonstrated understanding of policy–tech–service relationship

● Delivered small but meaningful progress toward citizen or service impact

After 6 months...

● Demonstrates understanding of both delivery and governance

● Is trusted by internal teams and agency partners

● Has delivered tangible progress toward citizen-facing or service goals

● Is starting to shape better practices for delivery and coordination

Beyond that...

You will continue to solve problems such as:

How can we...

○ create a seamless experience for citizen across e-services

○ help citizen complete the service with ease

○ resolve the agency pain point and improve ops efficiency

○ use data to improve government services

How to succeed

Product and user-centric mindset

● A desire to serve the public through the use of technology

● Understanding of user-centered design principles

● You need to be able to grasp the use case and come up with the task flows in a short span of time

● You are able to drive product solutions that serve the goals of both the users and stakeholders

● You are collaborative and understand that co-creating a product with the team
and stakeholders will have a higher chance of it being the best product

● You identify the most efficient path to conceptualize, validate, and launch a product feature. You champion an agile and lean approach.

● You are inherently data-driven, leveraging user research and analytics to inform and validate product decisions.

● You yearn to analyse user feedback and activity, and iterating the design to enhance user experience

Technologist at work

● You are meticulous and possess good problem solving skills

● You are abreast with current technologies and trends as with future and/or upcoming technologies.

Strategist at heart

● Strategists hardly work alone. You have to work well with your scrum team and agencies to strategise the product direction together.

● Good organisational, presentation and listening skills

● Be flexible, be a team player, solve problems, and contribute to the UX and product team’s success.

Preferred (Additional Requirements)

● At least 4-5 years of professional experience in product management, working on end-to-end delivery. That would include experience in facilitating workshops, gathering requirements, usability testing and envisioning flow.

● Demonstrated experience in agile project management, understanding design methodologies, best practices and standards would be a strong advantage.