Sr Manager, CHI - Kaizen Office

Institution: Tan Tock Seng Hospital

Family Group: Administration

Behaviour Change and Design Thinking Specialist (Senior Manager), Kaizen Office, Centre for Healthcare Innovation (CHI)

About the role:

Are you a problem-solver with a deep passion for improve the healthcare experience and health outcomes of patients and residents, as the well as working experience of healthcare workers? If so, this may be the job for you!

The CHI Kaizen Office uses different problem-solving approaches, including design thinking, behavioural insights, lean management and change management, to improve our patient and staff outcomes, as well as the overall population health. Your role will involve:

Primary focus:

• Providing expertise in the behaviour change and design thinking approaches to solve problems for patients and staff within the National Healthcare Group (NHG) institutions.
• Embedding the practice of these methods within these institutions so as to build a culture of continuous improvement.

Secondary focus:

• Working on projects involving other problem-solving approaches, including lean management and change management.

Key Responsibilities:

Behaviour Change & Design Thinking Project Lead:

• Work with the departments within NHG institutions to identify behaviour change and design thinking projects that contribute to the Group’s mission and vision. This would require you to build relationships with key personnel across the Group, as well as pitch a strong value proposition for departments within the Group’s institutions to collaborate with the Kaizen Office on such projects.
• Lead behaviour change and design thinking projects and activities. This would involve:
  • Scoping projects, including identifying suitable outcomes to measure and how to measure them.
  • Conducting research and synthesis, including:
    • Having a systematic and data-driven approach to hypothesise fuels and frictions to a behaviour, or to identify user needs and pain points,
    • Conducting qualitative and quantitative research to understand users' behaviour and experiences, and
    • Using appropriate synthesis tools to diagnose user behaviours or experiences.
  • Developing interventions and prototypes, including:
    • Conducting literature reviews to uncover effective interventions or innovative designs in similar applications from other contexts,
    • Understanding the possible limitations of replicability to the context of the problem(s) we are addressing and pre-emptively addressing these limitations,
    • Co-creating with internal stakeholders and users,
    • Drawing on behavioural insights and design principles to develop possible interventions to address the identified issues, and
    • Developing suitable prototypes.
  • Designing, implementing and analysing experiments to test the effectiveness of the proposed interventions, including qualitative and quantitative user testing, including real-world and lab-based randomised controlled trials and quasi-experiments.

Behavioural insights and design thinking Capability Development:

• Develop capabilities of NHG staff and other healthcare professionals in the use of the behavioural insights as a problem-solving approach. This would involve co-developing a strategy to develop capabilities in this area, developing and running behavioural insights capability development programmes and building and sustaining a behaviour change practice that contributes to the culture of continuous improvement.

Leading / supporting Projects Involving other Problem-solving Approaches:

• Lead or participate in projects that involve other problem-solving approaches such as lean management or change management.

Skills and Qualifications:

• Have at least 5 years experience in leading behaviour change and/or design thinking projects, ideally covering the scope of activities listed above.

• Ideally, proficient in using industrial design tools to create various visualisations of POCs and POVs (e.g. 2D sketches, 3D designs, 3D prints). Such tools could include Adobe Illustrator and Photoshop, Solidworks/Autodesk, Rhinoceros 3D, and Figma.

• Have a keen interest in learning and using other problem-solving approaches (e.g. lean management) to address problems on-the-ground.

• Have a strong passion in understanding and shaping behaviours and experiences as well as healthcare innovation and design.

• Able to communicate key insights and recommendations into a compelling narrative for diverse stakeholders.

• Experienced in leading and facilitating co-creation and design workshops.

• Exceptional interpersonal and communication skills.

• A Bachelor's degree in Psychology, Behavioural Economics, Sociology, Industrial design or related fields.

• At least 7 years of experience in a Behaviour Change or Design Thinking role, preferably within a large organisation.