[What the role is]

As a Principal Manager/ Senior Manager/ Manager (Innovation Engineering & Transformation), you will work closely with the Deputy Director, Regulatory Intelligence & Licensing, and cross-functional teams to translate stakeholder needs into redesigned journeys, workflows and digital experiences. Your responsibilities will include conducting user research and testing; mapping and redesigning customer and officer journeys; developing prototypes and service concepts; translating user needs into business, digital and AI requirements; and supporting the implementation and continuous improvement of redesigned workflows and services.

Through this work, you will contribute to HSA’s mission of safeguarding public health by helping create simpler, more responsive and future-ready regulatory services.

[What you will be working on]

You will provide hands-on UX, service design and innovation support across the following areas:

 

User research and stakeholder journey mapping

• Plan and conduct stakeholder interviews, workshops, observations and user-testing activities with applicants, licensees, healthcare service providers, healthcare professionals and internal officers to understand needs, pain points and service expectations. 
• Map current-state customer and officer journeys, workflows and service blueprints to identify duplication, unnecessary effort, unclear hand-offs, inconsistent experiences and opportunities for improvement. 

Future-state service and workflow design

• Co-design simplified future-state journeys and workflows with process owners and subject-matter experts, including roles, hand-offs, decision points, service principles and information requirements.
• Develop wireframes, prototypes, interaction flows and other design artefacts to make proposed experiences tangible and testable, while taking account of regulatory, operational, policy and technology constraints.
• Facilitate design reviews and iterate proposed solutions based on user feedback, usability findings and implementation considerations. 

Validation and outcome measurement 

• Define user-centred hypotheses, success measures and test plans for redesigned journeys, workflows and digital solutions.
• Conduct usability testing, pilots and structured feedback activities to validate proposed solutions and identify improvements before wider implementation.
• Document findings and translate validated improvements into prioritised requirements, design decisions and reusable patterns for subsequent transformation work. 

You will support the delivery of the following transformation initiatives, working closely with the Deputy Director, process owners, regulatory officers, technology partners and other stakeholders. The initiatives may have synergies and are to be delivered over a 2-year period, not necessarily in a linear sequence. 

Integrated licensing operating model

• Conduct stakeholder journey mapping across health products, services, professionals and information to identify common needs, fragmented touchpoints and opportunities to provide a more seamless one-stop experience.
• Support the design of stakeholder-facing journeys and internal routing, triage and hand-off arrangements that direct applications and enquiries efficiently to the appropriate regulatory teams and subject-matter experts. 

Internal workflow redesign and AI-enabled automation

• Review licensing, certification and enquiry-management workflows with process owners to identify unnecessary steps, bottlenecks, ineffective hand-offs and opportunities to harmonise workflows across products, services and professional licensing.
• Prototype and test interim digital and AI-enabled solutions, including workflow automation, intelligent guidance and self-service concepts, and translate validated concepts into requirements for implementation.
• Establish user and operational outcome indicators with relevant teams to measure whether redesigned workflows improve experience, effort, processing time and service responsiveness.
• Develop reusable journey-mapping, workflow-design and AI/UX patterns and support their adoption across the division to enable transformation at scale.

System design, enhancement and consolidation

• Translate redesigned journeys and workflows into clear business, user and digital requirements for systems supporting licensing, certification and enquiry-management, including HALP, SHARE and related regulatory systems.

Regulatory analytics

• Work with regulatory and data teams to identify user and operational questions that can be addressed through analytics, including recurring stakeholder issues, demand patterns, processing bottlenecks and workflow performance.
• Use insights from stakeholder research, workflow data and analytics to identify opportunities for further service and process improvements and to inform the prioritisation of digital and AI-enabled interventions.

Improving stakeholder experience

• Design and test clearer ways for stakeholders to discover licensing and certification requirements, understand what is expected of them and receive timely, relevant guidance across their journeys.
• Support the design and validation of AI-enabled self-service tools, prompts and reminders that help stakeholders identify relevant requirements and complete applications accurately, subject to appropriate governance and implementation considerations.

[What we are looking for]

• A strong commitment to public service, organisational integrity and the safeguarding of public health and safety.

• Recognised qualifications in a relevant discipline such as design, engineering, computer science, information systems, human-computer interaction or another discipline demonstrating analytical and systematic thought. Relevant professional experience may also be considered.

• Experience in UX design, service design, user research, digital product development, workflow redesign or related transformation work, with the ability to translate user needs into practical improvements.

• Practical experience in stakeholder interviews, journey mapping, workflow analysis, usability testing, prototyping and/or requirements definition for digital products or services.

• Ability to bridge user-centred design and technology, including identifying opportunities for digital, automation and AI-enabled solutions and working with technology specialists to translate concepts into implementable requirements. Hands-on frontend or software-development experience is an advantage.

• Strong stakeholder-management and collaboration skills, with experience working across business, policy, operations, design and technology teams to build alignment and deliver shared outcomes.

• Excellent written and verbal communication skills, including the ability to explain complex workflows and user needs clearly, facilitate discussions, present design decisions and incorporate differing perspectives.

The successful candidate will be offered a 1-year contract (with option for automatic renewal for a further one year) in the first instance.

Shortlisted candidates would be contacted within 30 days from the closing date of the advertisement. We regret that only shortlisted candidates would be notified.