Executive / Senior Executive, Service Transformation (Patient Experience Analyst) Job Vacancy in NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Queenstown – Updated today
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Company Name : NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD.
Location : Queenstown
Position :
Job Description : 2 years exp
Roles & Responsibilities
Executive/Senior Executive, Service Transformation (Patient Experience Analyst)
As part of Group Service Transformation Office, the Executive/Senior Executive’s key role is to drive user-centric design thinking processes that will shape the focus and direction of this unit. Together with key stakeholders, you will map out user needs, pain points and develop a framework for improving usability of OneNUHS App to enable the delivery of Incredible Care in NUHS. Reporting to the Assistant Director, Group Service Transformation, you will:
Job Responsibilities
Conduct ethnographic research and contextual design investigations to understand NUHS patient and caregiver behaviours, pain points, and needs
Develop understanding of patients and their caregivers through primary and secondary research (e.g. interviews with patients, caregivers, clinicians and clinic staff), as well as user feedback channels (e.g. app support email, app hotline, surveys done by Digital Ambassadors)
Bring research to life through personas, customer journeys, insight-opportunity frameworks, system maps, user stories, sketches and scenarios
Facilitate stakeholder conversations and workshops using techniques, concepts, service models, customer journeys, system maps and/or infographics
Converge innovative ideas to a set of digital and non-digital products and/or services in partnership with multi-disciplinary teams (operations, clinicians, IT)
Plan and conduct evaluation of Service Transformation team’s design concepts, products and services, including the development of simple mock-up and prototypes and the use of public betas
Conduct analysis of existing user experience data and identify areas for improvement
Manage the app support email and provide first level response to user feedback and enquiries, escalating to the app technical team for further investigation where necessary
Support in ad-hoc/special projects assigned to Group Service Transformation
Job Requirements
Degree in Business Administration, Science, Marketing, Psychology, Sociology, Design or equivalent
At least 2 years of work experience preferably in market research or customer experience (Fresh graduates with an aptitude for design thinking are open to apply)
Agile and innovative mind-set
Strong analytical, conceptualisation and problem-solving skills
Strong PowerPoint and visual presentation skills
Excellent facilitation skills in conducting brainstorming sessions and engaging stakeholders
Understanding of digital and multi-channel customer experience strategy, measurement frameworks, mapping, data collection and analysis, statistical analysis, ethnography and other critical customer experience research, analysis and review methodologies.
Passionate to be part of digital transformation in Healthcare
Exhibit the NUHS core values of Teamwork, Respect, Integrity, Compassion, and Patient Centeredness
The National University Health System (NUHS) plays a key, contributing role in Singapore’s healthcare. Our versatile and experienced team of healthcare professionals has only one aim – to help people get better, and live healthier and longer lives.
We do this by improving medical care, lowering disease recurrence, producing better healthcare professionals, and turning research findings into better medical treatments for diseases that affect Singaporeans. And the reason we’re able to do these things is because we have the best and most dedicated people. Come join us and help shape medicine for our future.
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