[LTA-ITCD] SENIOR PRODUCT MANAGER/ PRODUCT MANAGER

[What the role is]

[What you will be working on]

You will be part of the team to develop next generation Enterprise Feedback Management System (EFMS) using CRM SaaS and/or CRM COTS to manage citizen feedback such as public feedback on LTA services and assets, central call centre, road closures/works applications and bike sharing services. EFMS is crucial to LTA in delivering a good and safe land transport system.

As part of LTA’s digital transformation journey, EFMS aims to change the way LTA manages feedbacks currently by unlocking values leveraging on AI. You will be part of this exciting journey to shape and grow the product.

Product Strategy & Development

• Work closely with business users to define product vision, strategy and roadmap based on business needs and regulatory requirements
• Transform business requirements into clear product specifications and user stories
• Lead discovery sessions with business users to understand pain points and opportunities
• Validate proposed solutions with business stakeholders before development
• Prioritize features and enhancements based on business value and user impact

Product Management

• Prioritize product backlog across multiple platforms based on business value and technical feasibility
• Define clear product requirements, success metrics, and acceptance criteria
• Drive agile development processes and ensure quality of product delivery
• Make data-driven decisions using analytics, user research, and industry feedback

Technical Collaboration

• Work closely with engineering leads on technical feasibility and architecture decisions
• Guide integration approaches between regulatory, payment, and enterprise systems
• Ensure scalable solutions that meet government security and compliance standards
• Balance new feature development with technical sustainability

User Experience & Design

• Champion user-centric design for citizen system enterprise product
• Drive continuous improvements based on user feedback and behaviour analytics
• Ensure consistent user experience across multiple platforms such as chatbot, mobile browsers, web and mobile application
• Simplify complex citizen engagement processes through intuitive digital interfaces
• Drive user adoption and growth through increased engagement, expanding types of features, and higher usage in a financially sustainable manner

Team Leadership

• Lead product managers, designers, and work closely with engineering teams
• Set product development standards and best practices
• Coach team members in product thinking
• Build strong product culture focused on user needs and business outcomes

Stakeholder Management

• Partner with business divisions and groups to understand user needs
• Align product decisions with organizational strategy and stakeholder expectations
• Drive product adoption through effective change management
• Communicate product vision and roadmap to senior leadership
• Participate in technical discussions to understand implications of architectural decisions on product roadmap.

Compliance and Governance

• Ensure that Product meets security and performance requirements (SSAT, VAPT, Performance Testing)
• Adhere to compliance requirements and audits (IM, AGO, etc.)

[What we are looking for]

• Knowledge in IT, Computer Science, Engineering or a related field
• At least 5 years’ IT experience with at least 4 years of eexperience in modern product development/management technologies and practices such as Agile, Cloud, Design Thinking, and Product-Centric Development
• Knowledge of at least one CRM and/or unified workflow management product such as Salesforce, ServiceNow, Pega, Appian, OutSystems, Microsoft Dynamics CRM or equivalent
• A strong interest in driving business change using technology and data
• Experience in feedback management system will be a plus
• Experience with Government Cloud Platforms (e.g. GCC, GCC+) will be a plus
• Strong analytical and problem-solving skills
• Ability to work collaboratively in a cross-functional team

Candidates with more experience might be considered for senior roles