Senior Service Design Specialist, Innovation Team (3 Years Contract)

COMPANY DESCRIPTION

Founded in 1978 as Singapore's first family service centre, Allkin Singapore is a community-centric social service agency that believes everyone has the potential to create positive change, regardless of age, race, or background.

Through our service offerings, strategic partnerships, and community initiatives, we unlock opportunities for vulnerable individuals and families to overcome life's challenges, build a brighter future, and inspire others to do the same.

RESPONSIBILITIES

Allkin Singapore is a community-driven social service agency dedicated to empowering individuals and families to build a brighter future. We are building our core technical team to drive innovation and digital transformation within the agency and across the social service sector. The team's work will impact tens of thousands of lives in the years to come.

We are seeking a hands-on and mission-driven service optimization professional to lead and support our agency's innovation journey. This is a strategic role which will work closely with senior leadership and external advisors to guide the agency's innovation and digital transformation. You will have the opportunity to collaborate and work with advisors from established entities such as the Open Government Products and Google etc.

This role is ideal for an experienced service design specialist with strong experience in bridging client needs, technological systems, and internal operations to remove bottlenecks and automate workflows. You will work closely with stakeholders and the team to identify pain points, reimagine service experiences, and optimise operational processes. Applying design thinking and human-centred design principles, you will translate insights into practical solutions, ranging from process improvements and service redesign to the implementation of digital tools and platforms.

We require a highly resourceful, adaptive, and self-directed individual who is comfortable operating independently in a lean environment and building foundational capabilities from the ground up. The ideal candidate is motivated not only by service optimization, but by the opportunity to strengthen the ecosystem of care through thoughtful and sustainable transformation.

Key Responsibilities

1. Design and Process Improvement
   1. Lead and facilitate service design initiatives using human-centred design and design thinking methodologies to understand user needs and translate them into requirements to improve client and staff experiences.
   2. Map current-state service journeys, workflows, and operational processes to identify pain points, inefficiencies, and opportunities for improvement.
   3. Design and implement future-state service models, processes, and interventions that enhance effectiveness, accessibility, and client outcomes.
   4. Conduct user research, interviews, workshops, and co-creation sessions with staff, clients, and stakeholders.

1. Innovation and Solutioning
   1. Identify, evaluate, and implement digital and non-digital solutions that address operational and service delivery challenges.
   2. Collaborate with internal teams and external partners to pilot, test, and scale innovative solutions.
   3. Support the adoption of emerging technologies, automation, and data-driven approaches to improve service effectiveness and efficiency.
   4. Translate business and service requirements into functional specifications and solution designs where required.

1. Change Management and Stakeholder Engagement
   1. Engage and build strong relationships with stakeholders across different functions and levels of the organisation.
   2. Drive and facilitate change management initiatives (eg. workshops and discussions) to align stakeholders around transformation goals and priorities.
   3. Drive user adoption and change management efforts to ensure successful implementation of new processes and solutions.
   4. Communicate project objectives, progress, outcomes, and impact clearly to stakeholders and management.

1. Project Delivery
   1. Manage multiple projects and initiatives concurrently, ensuring timely delivery and achievement of intended outcomes.
   2. Coordinate with vendors, consultants, and technology partners where necessary.
   3. Track project milestones, risks, budgets, and performance metrics to ensure successful execution.

1. Bachelor's degree in Business, Information Systems Design, Human-Centred Design, or related discipline
2. Minimum 7-8 years of hands-on experience in service design, business transformation, process improvement, or related fields
3. Strong knowledge and practical application of design thinking, service design, and user-centred design methodologies
4. Strong experience in business process redesign, journey mapping, process automation/optimisation, and change management
5. Strong experience in managing projects from ideation through implementation and evaluation
6. We are particularly looking for someone who is:
   1. A self-starter who can operate independently with minimal supervision
   2. Comfortable navigating ambiguity and building foundational systems in a low-tech environment
   3. Resourceful, pragmatic, and solutions-oriented
   4. Able to balance strategic thinking with hands-on execution
   5. Passionate about leveraging technology to strengthen social impact and service delivery
   6. Curious, adaptable, and committed to continuous learning
7. Experience in the social service, healthcare, public sector, or non-profit environment would be advantageous, though not mandatory.

Work Arrangements

• Full-time, office-based with some flexibility for remote work.

Liberte HR Services Pte Ltd is the designated recruitment partner for Allkin Singapore. As part of the hiring process, you may receive communication from them regarding this opportunity.