M07 - UX Researcher & Service Designer

📍 Job Overview

Job Title: M07 - UX Researcher & Service Designer

Company: FPT Asia Pacific Pte Ltd

Location: Singapore, Singapore

Job Type: Full-time

Category: User Experience (UX) & Service Design Operations

Date Posted: April 23, 2026

Experience Level: Mid-Senior (2-5 years)

Remote Status: On-site

🚀 Role Summary

• This role is pivotal in enhancing end-to-end user and citizen experiences by integrating user research and service design principles.

• It requires a strong analytical capability to derive actionable insights from qualitative and quantitative data, directly informing product and service improvements.

• The position emphasizes a collaborative approach, working closely with product, design, and engineering teams to ensure a cohesive and optimized user journey.

• A key aspect involves defining, tracking, and improving critical experience metrics to demonstrate the impact of design and research initiatives.

📝 Enhancement Note: While the job title suggests UX and Service Design, the emphasis on "citizen experiences" and "GIS/Spatial Skills" indicates a potential focus on public sector or government-related projects, which often require intricate stakeholder management and a deep understanding of complex workflows. This role can be viewed as an operational function within the GTM strategy, ensuring the user-facing aspects of products/services are optimized for adoption and satisfaction.

📈 Primary Responsibilities

• Conduct comprehensive qualitative and quantitative user research to understand user behaviors, needs, and pain points.

• Analyze research data to identify key trends, patterns, and generate actionable insights that drive strategic decision-making.

• Plan, execute, and manage usability testing and various research studies to validate design concepts and identify areas for improvement.

• Facilitate engaging workshops and ideation sessions with cross-functional teams to foster innovation and collaborative problem-solving.

• Develop detailed customer journey maps and service blueprints to visualize and optimize the entire user experience lifecycle.

• Collaborate effectively with product managers, designers, and engineers to translate research findings into tangible product enhancements and service improvements.

• Define, monitor, and report on key experience metrics, tracking progress and demonstrating the impact of implemented changes on user satisfaction and operational efficiency.

• (Optional) Conduct user research specifically for GIS/map-based user workflows, designing intuitive map and data experiences.

📝 Enhancement Note: The responsibilities suggest a need for robust process documentation and a methodical approach to research, aligning with operational excellence. The mention of "citizen experiences" and "GIS/Spatial Skills" points towards potential projects involving public services, urban planning, or government technology initiatives, requiring a nuanced understanding of diverse user groups and potentially complex data visualization.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Human-Computer Interaction (HCI), Design, Psychology, Anthropology, Computer Science, or a related field.

Experience:

• 2-5 years of hands-on experience in UX research and service design.

• Proven track record of applying user research methodologies to inform product and service development.

Required Skills:

• Expertise in qualitative research methods (e.g., interviews, ethnography, contextual inquiry).

• Proficiency in quantitative research methods (e.g., surveys, analytics, A/B testing).

• Strong data analysis skills with the ability to synthesize complex information into clear, actionable insights.

• Experience in planning and executing usability testing and user studies.

• Skill in developing customer journey maps and service blueprints.

• Excellent communication, presentation, and stakeholder engagement skills.

Preferred Skills:

• Experience with GIS (Geographic Information System) or spatial analysis concepts.

• Ability to design intuitive map-based user interfaces and data experiences.

• Familiarity with design thinking and agile methodologies.

• Experience working in a fast-paced, collaborative environment.

• Knowledge of data visualization tools and techniques.

📝 Enhancement Note: The "2-5 years" experience level suggests this is not an entry-level position but also not a senior leadership role. Candidates should demonstrate a solid foundation in core UX and service design principles, with the ability to work independently on research projects and contribute meaningfully to team initiatives. The optional GIS skills suggest a specialization that could be highly advantageous for specific projects within FPT Asia Pacific.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a range of UX research and service design projects.

• Demonstrations of how research insights were translated into tangible improvements in user experience or service delivery.

• Case studies detailing the research process, methodologies used, and the resulting impact on user behavior or business outcomes.

• Examples of customer journey maps, service blueprints, and other relevant design artifacts.

Process Documentation:

• Documented examples of research plans, study designs, and analysis frameworks.

• Proven ability to articulate research findings clearly through reports, presentations, and visualizations.

• Examples of iterative design processes driven by user feedback and research insights.

• Experience in documenting service design processes and workflow optimizations.

📝 Enhancement Note: For operations-focused roles, a portfolio is critical. Candidates should focus on showcasing their ability to structure research, analyze data systematically, and translate findings into actionable operational improvements. Highlighting projects where they defined and tracked metrics will be particularly valuable. The optional GIS skills, if demonstrated in the portfolio, would be a significant differentiator.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Competitive salary package.

• Comprehensive health insurance coverage (medical, dental, vision).

• Paid time off (annual leave, sick leave, public holidays).

• Professional development opportunities, including training and workshops.

• Opportunities for career advancement within FPT Asia Pacific.

• Potential for international exposure within the FPT Corporation network.

Working Hours:

• Standard full-time working hours, typically 40 hours per week.

• Flexibility may be offered based on project needs and team agreements, with on-site presence expected.

📝 Enhancement Note: The salary estimate is based on current market data for Singapore and the specified experience level. Benefits are standard for full-time roles in the tech industry in Singapore. The "on-site" requirement means standard office hours are likely, but specific team arrangements might allow for some flexibility.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology & Services, Software Development, Consulting. FPT Asia Pacific Pte Ltd is part of the global FPT Corporation, a leading technology enterprise in Vietnam.

Company Size: FPT Corporation globally has over 100,000 employees, indicating a large, established organization. FPT Asia Pacific likely operates as a significant regional hub.

Founded: FPT Corporation was founded in 1998, suggesting a mature company with established processes and a strong market presence.

Team Structure:

• The UX Researcher & Service Designer will likely be part of a broader Product Development, Design, or Digital Transformation team.

• This team will collaborate closely with Product Management, Engineering, and potentially Business Development or Client Engagement teams.

Methodology:

• FPT Asia Pacific likely employs a mix of agile and potentially waterfall methodologies, common in large IT service and consulting firms, especially when dealing with diverse client projects.

• A strong emphasis on data-driven decision-making and process optimization is expected, given the nature of the role.

• Collaboration across different geographical locations and project teams is probable, requiring strong communication protocols.

Company Website: https://www.fpt-software.com/ (Assuming this is the relevant site for FPT Asia Pacific Pte Ltd)

📝 Enhancement Note: FPT Asia Pacific, as part of a global corporation, likely operates with a blend of corporate standards and regional adaptations. The company's focus on IT services and consulting suggests a dynamic environment where adaptability and client-centricity are key. The "M07" designation in the job title might indicate an internal project or role classification system.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Senior level (2-5 years of experience). It requires independent execution of research and design tasks, contribution to strategic discussions, and the ability to mentor junior team members if applicable. The focus is on operationalizing user insights within product and service development lifecycles.

Reporting Structure: The UX Researcher & Service Designer will report to a manager or lead within the product, design, or digital transformation department. They will work closely with product managers, engineers, and potentially client stakeholders.

Operations Impact: The role directly impacts the success of products and services by ensuring they meet user needs and deliver optimal experiences. This contributes to customer satisfaction, adoption rates, and ultimately, revenue generation and client retention through effective service delivery.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies or service design frameworks, potentially focusing on the GIS/Spatial aspect if it aligns with company projects.

• Leadership: Progress to a Senior UX Researcher/Service Designer role, leading research initiatives, mentoring junior staff, and influencing product strategy.

• Cross-functional Mobility: Transition into Product Management, UX Design leadership, or a dedicated Service Design role within FPT Corporation.

• Skill Development: Opportunities for advanced training, certifications, and participation in industry conferences to stay abreast of the latest trends in UX and Service Design.

📝 Enhancement Note: For operations professionals, growth often involves expanding their scope of influence, mastering new tools and methodologies, and demonstrating measurable impact. This role offers a clear path for deepening expertise in user-centric operations and potentially moving into roles that require strategic oversight of customer experience initiatives.

🌐 Work Environment

Office Type: On-site. This implies a traditional office setting within FPT Asia Pacific's Singaporean headquarters or a dedicated project office.

Office Location(s): Singapore. Specific office addresses would be provided upon application or interview.

Workspace Context:

• The workspace is expected to be collaborative, fostering interaction with design, product, and engineering teams.

• Access to necessary tools and technologies for research, design, and data analysis will be provided.

• Opportunities for informal knowledge sharing and brainstorming sessions with colleagues.

Work Schedule: Standard full-time hours, likely Monday to Friday, with potential for occasional overtime depending on project deadlines. The on-site nature suggests a structured work environment.

📝 Enhancement Note: The on-site requirement points to a preference for in-person collaboration, which can be beneficial for intensive workshop facilitation and team-building activities crucial for effective service design. Professionals in this environment should be comfortable with a structured office setting.

📄 Application & Portfolio Review Process

Interview Process:

1. Application Screening: Review of resume and portfolio for relevant experience and skills.

2. Initial Interview: A conversation with an HR representative or hiring manager to assess cultural fit, basic qualifications, and interest in the role.

3. Technical Interview/Portfolio Review: In-depth discussion with the hiring team (e.g., Lead UX Researcher, Design Manager) focusing on your portfolio, research methodologies, problem-solving approach, and case studies.

4. Practical Exercise/Case Study: Potentially a take-home assignment or a live problem-solving session related to UX research or service design challenges, possibly incorporating GIS elements.

5. Final Interview: Meeting with senior management or key stakeholders to discuss strategic fit and long-term contributions.

Portfolio Review Tips:

• Structure: Organize your portfolio by project, clearly outlining the problem, your role, the process, your contributions, and the outcomes.

• Methodology Focus: Emphasize the research and design methodologies you employed. Explain why you chose specific methods.

• Impact Demonstration: Quantify your impact whenever possible using metrics (e.g., improved conversion rates, reduced task completion time, increased user satisfaction scores).

• Storytelling: Craft compelling narratives around your projects, highlighting challenges, your thought process, and how you overcame obstacles.

• GIS Relevance: If applicable, showcase any GIS or spatial data visualization projects prominently, detailing the complexity of the data and the intuitiveness of the design.

Challenge Preparation:

• Research Synthesis: Be prepared to quickly analyze a given dataset or scenario and propose research questions or initial design directions.

• Methodology Justification: Be ready to defend your choice of research methods and explain how they align with specific project goals.

• Collaboration Scenarios: Prepare examples of how you've collaborated with engineers, product managers, and other stakeholders to implement design recommendations.

📝 Enhancement Note: The interview process is designed to assess both your technical UX/Service Design skills and your ability to integrate into FPT's operational workflows. A strong portfolio is paramount, and candidates should be ready to articulate their decision-making process and demonstrate measurable impact.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: UserTesting.com, Maze, Lookback, Qualtrics, SurveyMonkey.

• Design & Prototyping Tools: Figma, Sketch, Adobe XD, InVision.

• Service Design Tools: Miro, Mural, Lucidchart, Visio (for journey maps, blueprints, workshops).

• Data Analysis Tools: Excel, Google Sheets, SPSS, R, Python (for statistical analysis).

• GIS/Mapping Software (Optional): ArcGIS, QGIS, Mapbox, Google Maps Platform APIs.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics.

• Product Analytics: Mixpanel, Amplitude.

• Business Intelligence Tools: Tableau, Power BI (for visualizing research impact and metrics).

CRM & Automation:

• While not directly managing CRM, understanding how user data flows from CRM or other systems into research and design is beneficial. Experience with data integration concepts is a plus.

📝 Enhancement Note: Proficiency in standard UX/Service Design tools is expected. The optional GIS skills requirement points to potential use of specialized mapping and spatial data visualization software. Candidates should be prepared to discuss their experience with these tools and how they leverage them to achieve operational efficiency and user satisfaction.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user's needs in all design and development processes.

• Data-Driven Decision Making: Relying on research insights and performance metrics to guide strategy and design choices.

• Collaboration & Teamwork: Fostering an environment where cross-functional teams work cohesively towards shared goals.

• Innovation & Continuous Improvement: Encouraging creative problem-solving and a proactive approach to enhancing user experiences and service efficiency.

• Efficiency & Effectiveness: Striving for optimized processes and impactful solutions that deliver tangible results.

Collaboration Style:

• Open communication and active listening are key to ensuring diverse perspectives are heard and integrated.

• A constructive feedback culture, where critique is seen as an opportunity for growth and refinement.

• Proactive engagement with stakeholders to build consensus and ensure alignment on project objectives and outcomes.

📝 Enhancement Note: FPT Asia Pacific, as a global IT and consulting firm, likely emphasizes professionalism, client focus, and a results-oriented approach. Understanding these values will be crucial for demonstrating cultural fit during the interview process.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Constraints: Navigating conflicting priorities between user experience goals and technical/business feasibility.

• Geographically Dispersed Teams: Effectively collaborating and conducting research with stakeholders and users in different regions or time zones.

• Integrating GIS/Spatial Data: Designing intuitive interfaces for complex spatial data and user workflows, which can be technically challenging.

• Measuring Long-Term Impact: Demonstrating the sustained value of UX research and service design initiatives beyond initial project completion.

Learning & Development Opportunities:

• Advanced Research Techniques: Access to training on cutting-edge qualitative and quantitative research methodologies.

• Service Design Frameworks: Opportunities to master advanced service design tools and strategies for complex systems.

• GIS Specialization: Focused training and project experience in GIS and spatial design if this becomes a core area of focus.

• Industry Conferences: Support for attending leading UX, Service Design, and potentially GIS-related conferences.

📝 Enhancement Note: Recognizing these challenges and proactively thinking about how to address them demonstrates foresight and problem-solving skills, which are highly valued in operations roles. Highlighting desired growth areas can also align your aspirations with the company's development pathways.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used user research to significantly improve a product or service. What was your process, and what were the measurable results?" (Focus on methodology, data analysis, and impact).

• "How would you approach designing a user experience for a complex GIS-based application, considering that users may have varying levels of technical expertise?" (Prepare to discuss user segmentation, iterative design, and data visualization strategies).

Company & Culture Questions:

• "What interests you about FPT Asia Pacific and this specific role, particularly considering our work in the IT services sector?" (Research FPT's recent projects, values, and market position).

• "How do you stay updated on the latest trends in UX research, service design, and potentially GIS technology?" (Showcase continuous learning and professional development).

Portfolio Presentation Strategy:

• Selectivity: Choose 2-3 of your strongest projects that best showcase your skills relevant to this role, including any GIS experience.

• Narrative Flow: For each project, tell a clear story: the challenge, your approach, your specific contributions, the methodologies used, the insights gained, the solutions developed, and the impact achieved.

• Visuals: Use high-quality visuals (screenshots, mockups, journey maps, blueprints) to illustrate your work.

• Metrics: Be ready to discuss the quantitative impact of your work using specific data points.

• Q&A Readiness: Anticipate questions about your design decisions, research methods, and how you handled project constraints.

📝 Enhancement Note: Preparation is key for operations roles. Demonstrating a structured approach to problem-solving, a clear understanding of methodologies, and the ability to articulate impact will be critical. Tailoring your portfolio presentation to highlight any GIS experience will make you stand out.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the careers page.

• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight your experience in UX research, service design, and any relevant GIS/spatial skills. Emphasize projects demonstrating your ability to analyze data and drive tangible improvements.

• Resume Optimization: Use keywords from the job description naturally throughout your resume, focusing on achievements and quantifiable results in research and design projects.

• Interview Preparation: Practice articulating your process, methodologies, and impact using the STAR method (Situation, Task, Action, Result). Prepare specific examples for potential interview questions, especially those related to collaboration and problem-solving.

• Company Research: Thoroughly research FPT Asia Pacific, its parent company FPT Corporation, and their recent projects, particularly those in Singapore or involving government/public sector clients. Understand their company values and operational approach.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.