Deputy Vice President, Digital Experience & Innovation

Job Description

Lead the creation of a seamless phy-gital customer experience platform. The mission is to build and scale the systems that power both customer-facing journeys and the underlying physical infrastructure.

This scope covers two core domains.

• Work closely with product and business teams to operationalise and scale digital platforms that support customer journeys across SingPost.




• Unified Customer Journeys - Translate business and product requirements into scalable, production-ready systems for onboarding, shipment creation, parcel tracking, and payments.




• Event-Driven Logistics Platforms - Build systems that respond to real-time logistics events, enabling dynamic tracking, automated notifications, and operational workflows.




• AI-Enabled Automation - Implement AI-driven workflows to improve customer support, operational visibility, and proactive service management.




• Self-Service Systems at Scale - Enable customers to independently complete key logistics journeys through reliable, intuitive, and low-friction self-service platforms.

• Lead the evolution of SingPost’s physical infrastructure into a scalable, technology-enabled platform.




• 24/7 Auto Lobbies - Drive the rollout of integrated self-service zones including lockers, drop-off kiosks, and automated posting infrastructure.




• Hardware-Software Orchestration - Ensure seamless integration between physical devices and backend systems, enabling real-time coordination of hardware, transactions, and logistics workflows.




• Rapid Deployment and Scaling - Design and implement deployment models that enable new infrastructure to be rolled out quickly, with minimal on-site dependency and low operational overhead.




• Operational Playbooks - Develop repeatable playbooks, SOPs, and support models that allow infrastructure to scale across locations while maintaining consistency and reliability.

Key Responsibilities:

• Adopt a platform and P&L mindset to position digital platforms as a core growth engine, strengthening SingPost.com and mobile apps as primary customer touchpoints while driving digital-first adoption across SOHO, SME, and consumer segments; simultaneously, transform physical infrastructure into digitally connected, revenue-generating nodes and evolve traditional mail systems into a future-ready, parcel-centric logistics network.

Leveraging the Asia Hardware Innovation Ecosystem

• Engage with Asia’s hardware and robotics ecosystem to drive innovation and cost efficiency by sourcing and evaluating suitable technologies, optimizing cost-to-serve through regional advantages, ensuring seamless integration and standardisation with existing systems, and building strategic partnerships to accelerate scalable deployment.

Building Singapore’s Smart Logistics Infrastructure

• Transform SingPost’s infrastructure into a digitally enabled logistics platform by enabling physical assets to function as connected service nodes, integrating hardware and software with real-time logistics systems, driving continuous improvement through iterative deployments, and designing simple, scalable operations that perform efficiently across locations.

Requirements

• Bachelor’s/Master’s degree in Computer Science or related field




•  At least 10 years of experience building and scaling real-world systems
  across hardware and software




• Strong understanding of event-driven and real-time systems




• Experience integrating IoT or physical infrastructure with cloud platforms




• Track record of deploying systems across multiple locations




• Ability to translate concepts into operational systems




• Familiarity with regional hardware ecosystems