Job description

[What the role is]

As a member of Centre for Service Excellence, you will be contributing to the service design and experience segment by ensuring that all our stakeholders, including learners, both in-flight and potential enrollers, industry partners and members of the public are provided with optimum experience with NYP. The role involves mapping customer journeys, identifying pain points, prototyping new service designs, and standardizing processes across NYP. The ideal candidate will balance strategic planning with operational efficiency, demonstrating strong organizational, analytical, and communication skills to uphold NYP's service standards and foster positive stakeholder relationships.

[What you will be working on]

Service Design Support & Process Improvement

• Lead and deliver service design projects (end‑to‑end), including customer journey mapping, problem framing, co‑creation and testing of service improvements across key touchpoints.
• Own and maintain master service journey artefacts (e.g. journey maps, insights repository) to support organisational learning and knowledge management.
• Translate customer insights, data and frontline feedback into clear problem statements and actionable service improvement opportunities.
• Plan and facilitate service design workshops, ensuring customer needs and pain points are accurately reflected in service propositions and process redesign.Build internal service design capability by developing simple toolkits, guides and templates, and training/coaching internal staff to apply service design principles in their day‑to‑day work.
• Work with stakeholders to standardise service processes and protocols, recommending best practices to improve consistency, efficiency and service quality.
• Support light‑touch audits or reviews of selected service touchpoints to identify gaps against service standards and inform improvement priorities.
• Design or support the use of customer feedback mechanisms (e.g. surveys, feedback loops) to gather, synthesise and act on customer insights.would be an added advantage.
• Track and analyse key service indicators using basic analytics tools (e.g. Excel, Power BI) to surface trends, bottlenecks and emerging issues, rather than for operational reporting alone.

Case Management and Service Operations

• Support service operations across physical and digital touchpoints primarily to understand recurring issues, customer pain points and system constraints, rather than to manage day‑to‑day operations.
• Observe and analyse patterns in enquiries, complaints and feedback to identify root causes and opportunities for upstream service improvements.
• Provide inputs to service owners on process gaps, resource pressures or policy frictions based on operational insights.

[What we are looking for]

• Relevant qualifications, preferably in UX Design, Service Design or a related field.
• 3-5 years of experience, preferably in a customer-facing industry and service.
• Strong interpersonal skills with the ability to influence peers and drive service improvements.
• Experience in working on service design or process improvement projects is an advantage.
• Strong communication (both written and verbal) and interpersonal skills, with the ability to interact effectively with internal and external stakeholders.
• Detail-oriented with excellent organisational skills and a commitment to continuous improvement and meeting deadlines.
• Ability to collaborate effectively in a team environment and contribute to service innovation projects.
• Experience in data analytics and experience in creating reports using tools such as Excel or Power BI would be an added advantage.

#LI-Onsite