You will develop and maintain end-to-end guest journey maps for the Mandai precinct, focusing on physical on-site touchpoints. You will identify experience gaps through guest observations, feedback and operational insights, and design high-touch experiences for different guest segments. You will facilitate stakeholder workshops and manage experience design projects from concept to implementation, including scope, timelines, budgets and risks. You will work closely with Operations, Animal Care, Retail, F&B, Facilities, Marketing and Programming teams to ensure designs are integrated and executable. You will also develop business cases and track the effectiveness of experience initiatives through dashboards and post-implementation reviews.
Requirements
Minimum Degree in user design, consumer psychology, technology or related field
At least 7 years of experience in user design or customer experience
Strong interpersonal skills to influence, negotiate and persuade
Able to synthesise perspectives and articulate ideas verbally or visually
Proven track record in leading projects through ideation, prototyping and implementation
Adaptable and flexible in an evolving organisation
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