NLBA Learner Journey Intern, NLB Academy

[What the role is]

The National Library Board (NLB) nurtures Readers for Life, Learning Communities and a Knowledgeable Nation by promoting reading, learning and history through our network of 28 libraries across Singapore, the National Library and the National Archives of Singapore.

At NLB, you can look forward to a flexible, hybrid work environment with rewarding, impactful deliverables that improve the lives of the community. With caring colleagues, you will be in an ideal environment for professional development, innovation and impact.
We can offer you:
• A chance to Impact the Community, bridge gaps and empower everyone with the opportunity for learning and discovery.
• An opportunity to Innovate and Push Boundaries. We value ideas, curiosity and a passion for innovation to transform our libraries and archives.
An organisation that Cares for your Growth and Wellbeing through investment in staff development and wellbeing in a supportive and collaborative environment.

You will work on enhancing the NLBA Learner Journey: End-to-End Experience Mapping and Service Improvement Project as an NLBA Learner Journey Intern under NLB Academy.

[What you will be working on]

• Mapping the end-to-end learner journey across all stages, from programme discovery to post-course engagement.
• Identifying learner touchpoints, service interactions, and communication channels.
• Analysing learner feedback and service data to uncover experience gaps and pain points.
• Conducting basic stakeholder interviews to understand operational workflows and challenges.
• Documenting findings through journey maps, summaries, and visual artefacts.
• Developing practical and prioritised recommendations to improve learner experience and service efficiency.

[What we are looking for]

• Open to students from all disciplines; students with a background in Service Design (IHLs/AUs, User Experience (UX) / User-Centred Design (AUs), Business Administration or Business Analytics (VIs/IHLs/AUs), Communications Studies (VIs/IHLs/AUs, Human Resource Management (VIs/IHLs/AUs), Education, Learning Sciences, or Instructional Design (AUs), Information Studies or related social science disciplines (VIs/IHLs/AUs) are particularly encouraged to apply.

• Students from other disciplines with strong interest in learner experience and service improvement are also welcomed.

• Strong interest in learner experience, service design, or process improvement.

• Ability to think from a user-centric and problem-solving perspective.

• Good analytical and observation skills, with attention to detail.

• Comfortable with synthesising information from multiple sources.

• Clear written and verbal communication skills.

• Organised, proactive, and able to work independently with guidance.

• Familiarity with basic research, mapping, or design tools is an advantage but not mandatory.

Duration: 5-6 months