Senior UX Researcher & Service Designer

📍 Job Overview

Job Title: Senior UX Researcher & Service Designer

Company: Unison Group

Location: Singapore, Singapore

Job Type: CONTRACTOR

Category: UX Research & Service Design

Date Posted: March 06, 2026

Experience Level: 7+ Years (with 2+ years in enterprise software)

Remote Status: On-site

🚀 Role Summary

• Drive user-centric design initiatives by planning, conducting, and analyzing comprehensive user research studies, including user interviews, usability testing, surveys, and observational studies to deeply understand user needs, behaviors, and pain points within business process workflows.

• Develop strategic user personas, detailed journey maps, and robust experience frameworks that directly inform the design and optimization of operational processes and custom solutions.

• Collaborate closely with cross-functional teams, including ServiceNow developers, administrators, and business analysts, to translate research findings into actionable design recommendations and user stories that enhance operational efficiency and user satisfaction.

• Design intuitive user interfaces, workflows, and interactions for enterprise applications and portals, ensuring adherence to ServiceNow design principles, accessibility standards (WCAG), and overall user experience best practices.

• Leverage proficiency in industry-standard design and prototyping tools such as Figma, Sketch, and Adobe Creative Suite to create wireframes, prototypes, and high-fidelity mockups, iterating based on user feedback and rigorous usability testing.

📝 Enhancement Note: This role is specifically tailored for an experienced UX professional with a strong emphasis on enterprise software platforms, particularly ServiceNow. The focus on "operational efficiency," "business process workflows," and "ServiceNow platform specialization" indicates a need for a candidate who can bridge the gap between user needs and complex business systems, driving tangible improvements in how employees interact with internal tools. The "Contractor" employment type suggests a project-based or fixed-term engagement, likely with a focus on delivering specific UX/Service Design outcomes within a defined timeframe.

📈 Primary Responsibilities

• Research Planning & Execution: Design and execute a comprehensive user research plan, encompassing qualitative (user interviews, observational studies) and quantitative (surveys) methodologies to gather insights into user needs, behaviors, and pain points relevant to business process workflows.

• Insight Synthesis & Recommendation Development: Analyze research data to synthesize clear, actionable insights, developing user personas, journey maps, and experience frameworks that articulate user needs and inform design decisions for enterprise applications.

• UX/UI Design & Prototyping: Create intuitive and efficient user interfaces, workflows, and interactions for applications, portals, and custom solutions, producing wireframes, interactive prototypes, and high-fidelity mockups using industry-standard tools like Figma, Sketch, or Adobe Creative Suite.

• ServiceNow Platform Optimization: Apply expertise in ServiceNow user experience capabilities to design optimal Service Portal experiences, mobile app interfaces, and workspace configurations, focusing on reducing complexity in IT service requests, incident reporting, and knowledge management.

• Cross-Functional Collaboration & Implementation Support: Work closely with ServiceNow developers, administrators, and business analysts to ensure design feasibility, provide detailed design specifications, facilitate design workshops, and conduct design reviews to guarantee successful and quality implementation of UX solutions.

• Accessibility & Standards Compliance: Ensure all designs adhere to accessibility standards such as WCAG and follow ServiceNow's established design principles and best practices for enterprise software environments.

• Stakeholder Communication: Articulate design decisions, research findings, and user insights effectively to both technical and non-technical stakeholders, facilitating alignment and buy-in for UX recommendations.

📝 Enhancement Note: The responsibilities highlight a dual focus on deep user research and practical application through service design, particularly within the ServiceNow ecosystem. The emphasis on "operational efficiency" and "reducing complexity" points to a strategic role aimed at improving internal business processes through enhanced user experience.

🎓 Skills & Qualifications

Education: Bachelor's degree in User Experience Design, Human-Computer Interaction, Psychology, Design, or a related field, or equivalent practical experience.

Experience: Minimum of 7 years of experience in UX design and user research, with at least 2 years specifically working with enterprise software platforms, preferably ServiceNow.

Required Skills:

• User Research Methodologies: Proven expertise in planning and conducting qualitative and quantitative research studies, including user interviews, usability testing, surveys, and observational studies.

• Service Design Principles: Strong understanding and application of service design frameworks, journey mapping, persona development, and experience design.

• UX/UI Design Software Proficiency: Mastery of industry-standard design and prototyping tools such as Figma, Sketch, and Adobe Creative Suite for creating wireframes, user flows, and high-fidelity mockups.

• Data Synthesis & Insight Generation: Ability to analyze complex research data and synthesize findings into clear, actionable insights and compelling design recommendations.

• Cross-Functional Collaboration: Demonstrated experience working effectively within cross-functional teams, including developers, administrators, and business analysts, preferably in an Agile development environment.

• Communication & Presentation Skills: Excellent verbal and written communication skills, with a proven ability to articulate design decisions, research findings, and user insights to diverse technical and non-technical audiences.

• Enterprise Software UX: Experience designing user experiences for enterprise software platforms, with a preference for deep knowledge of ServiceNow capabilities (Service Portal, mobile, workspaces).

• Accessibility Standards: Familiarity with accessibility standards such as WCAG and inclusive design principles.

Preferred Skills:

• ServiceNow Platform Expertise: Deep specialization in ServiceNow user experience design, including Service Portal configuration, mobile app interfaces, and workspace optimization.

• Agile Development Experience: Hands-on experience working within Agile/Scrum development methodologies.

• Technical Understanding: Familiarity with web technologies (HTML, CSS, JavaScript) to facilitate effective communication with development teams.

• Design Workshop Facilitation: Experience in facilitating design workshops and stakeholder sessions to gather requirements and validate design concepts.

📝 Enhancement Note: The requirement for 7+ years of experience, with a specific focus on ServiceNow, indicates a senior-level role demanding deep platform knowledge and strategic UX thinking. The blend of research, design, and platform specialization is crucial for this position.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies Demonstrating Impact: Showcase at least 3-5 detailed case studies detailing your process from research initiation to final design implementation and its impact on user behavior, operational efficiency, or business objectives.

• Research Methodology Showcase: Include examples of research plans, participant recruitment strategies, data collection methods (e.g., interview transcripts, survey results), and synthesized findings.

• Design Process Documentation: Provide examples of wireframes, user flows, interactive prototypes, and high-fidelity mockups, clearly illustrating the evolution of designs based on feedback and testing.

• ServiceNow-Specific Examples (Highly Preferred): If available, include case studies or design samples specifically related to ServiceNow Service Portal, mobile, or workspace enhancements.

• Metrics and Outcomes: Quantify the impact of your work whenever possible, using metrics related to task completion rates, user satisfaction scores (e.g., SUS, NPS), reduction in support tickets, or improvements in process efficiency.

Process Documentation:

• User Research Process: Clearly outline your systematic approach to planning, conducting, analyzing, and reporting on user research studies.

• Design Iteration Process: Document how you incorporate user feedback and usability testing results into iterative design cycles.

• Cross-Functional Collaboration Process: Illustrate how you engage with developers, product managers, and business stakeholders throughout the design and implementation lifecycle.

📝 Enhancement Note: For a Senior UX Researcher & Service Designer role, a robust portfolio is critical. It's not just about visual design, but demonstrating a deep understanding of research methodologies, problem-solving skills within complex systems like ServiceNow, and the ability to translate insights into tangible, measurable improvements.

💵 Compensation & Benefits

Salary Range: Given the senior level (7+ years experience), specialized skills in UX Research, Service Design, and ServiceNow, and the location in Singapore, the estimated salary range for a Contractor role is likely between SGD 8,000 - SGD 12,000 per month.

Note: This is an estimate based on industry benchmarks for senior UX/Service Design roles in Singapore for contract positions, considering the specific platform expertise required. Actual compensation will depend on the contractor's experience, the specific project scope, and Unison Group's budget.

Benefits:

As a contractor, benefits may differ from permanent employees. Typical contractor benefits could include:

• Project-Based Compensation: Competitive hourly or monthly rate.

• Potential for Extension: Opportunity for contract extension based on performance and project needs.

• Professional Development Opportunities: Access to internal training or workshops if available.

• Exposure to Diverse Projects: Opportunity to work on various initiatives within Unison Group.

Working Hours:

The role is specified as requiring 40 hours per week, aligning with standard full-time working hours. Flexibility may be offered depending on team norms and project demands, but core hours will likely be expected for collaboration and team synchronization.

📝 Enhancement Note: Salary is estimated based on a senior-level UX/Service Designer role in Singapore, with specific expertise in enterprise platforms like ServiceNow. As a contractor, benefits are likely different from full-time employees and will depend on the specific contract terms.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology and Services, with a focus on enterprise software solutions and potentially digital transformation consulting.

Company Size: (LinkedIn data not provided, but assuming a mid-to-large size organization based on hiring for a Senior role). A mid-to-large company size often implies structured processes, diverse teams, and opportunities for significant impact.

Founded: (Company founded date not provided).

Team Structure:

• Operations Integration: The role will likely be embedded within a product development, IT, or digital transformation team, working closely with ServiceNow developers, administrators, business analysts, and potentially product managers.

• Cross-Functional Collaboration: Expect close collaboration with various departments to understand their operational pain points and design solutions that improve their workflows and user experience.

• Reporting: The Senior UX Researcher & Service Designer will likely report to a Head of UX, Product Lead, or IT Director, depending on the team's organizational structure.

Methodology:

• User-Centric Approach: The company likely emphasizes a user-centric methodology, where understanding and addressing user needs is paramount to developing effective enterprise solutions.

• Agile/Iterative Development: Given the nature of software development and UX work, an Agile or iterative approach to design and implementation is probable, involving continuous feedback loops.

• Data-Driven Decision Making: Insights from user research and platform analytics will be key drivers for design decisions and process improvements.

Company Website: https://unisongroup.org/

📝 Enhancement Note: Based on the job title and responsibilities, Unison Group likely values a strong user experience and efficient operational processes, especially within enterprise systems. The focus on ServiceNow suggests they are leveraging this platform extensively for their internal operations or client solutions.

📈 Career & Growth Analysis

Operations Career Level: This role represents a Senior individual contributor position within the UX/Service Design domain. It requires deep expertise and the ability to lead research and design initiatives independently, mentor junior team members (if applicable), and influence strategic decisions regarding user experience within the organization's enterprise systems.

Reporting Structure: Typically, a Senior UX Researcher & Service Designer would report to a Lead UX Designer, UX Manager, Head of Product, or an IT Director. They would work closely with Product Owners, Business Analysts, and a development team (likely ServiceNow specialists).

Operations Impact: The role's impact is significant, directly influencing the efficiency, productivity, and satisfaction of internal users interacting with critical business systems like ServiceNow. Successful UX and service design can lead to reduced training costs, fewer support requests, higher adoption rates of internal tools, and ultimately, improved operational performance and employee engagement.

Growth Opportunities:

• Leadership in UX Initiatives: Opportunity to lead significant UX research and service design projects, shaping the direction of user experience for key enterprise platforms.

• Specialization Advancement: Deepen expertise in ServiceNow UX, potentially becoming a go-to subject matter expert for complex user experience challenges within the platform.

• Mentorship: Opportunity to mentor junior UX designers or researchers, developing leadership and coaching skills.

• Strategic Influence: Contribute to the broader digital transformation strategy by championing user-centered design principles and advocating for user needs in platform development and process improvement.

• Potential for Full-Time Conversion: Depending on business needs and performance, there may be opportunities for conversion to a permanent role.

📝 Enhancement Note: This is a senior role with significant potential for impact and growth, particularly for someone looking to specialize in enterprise UX within a specific platform like ServiceNow.

🌐 Work Environment

Office Type: The role is specified as "On-site," indicating a traditional office-based work environment. This suggests opportunities for in-person collaboration, spontaneous discussions, and direct access to office resources.

Office Location(s): Singapore, Singapore. This implies working within a dynamic urban business hub.

Workspace Context:

• Collaborative Spaces: The office is likely designed with collaborative spaces, meeting rooms, and potentially dedicated UX labs or research facilities to support user testing and design workshops.

• Technology Access: Expect access to necessary hardware, software licenses (Figma, Sketch, Adobe Suite, ServiceNow development environments), and robust IT support to facilitate design and research activities.

• Team Interaction: The on-site nature facilitates strong team cohesion, direct communication with colleagues, and participation in team-building and company events.

Work Schedule: Standard 40-hour work week, with potential for some flexibility. The on-site requirement means consistent presence at the designated office location during core business hours is expected, facilitating real-time collaboration with local teams.

📝 Enhancement Note: The on-site requirement in Singapore points to a collaborative office environment where in-person interaction is valued for design and research activities.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A brief call with a recruiter to assess basic qualifications, experience, and alignment with the role's core requirements, particularly regarding UX research, service design, and ServiceNow.

2. Technical Interview / Portfolio Review: This is a critical stage. Expect to present your portfolio, discussing your process, methodologies, and the impact of your work through detailed case studies. Be prepared to articulate your approach to user research, service design, and specific examples of your work within enterprise platforms like ServiceNow.

3. Hiring Manager Interview: A more in-depth discussion with the hiring manager focusing on your experience, problem-solving skills, cultural fit, and how you would approach specific challenges within Unison Group.

4. Team/Stakeholder Interviews: Interviews with potential colleagues (e.g., developers, business analysts, product leads) to assess collaboration style, communication skills, and technical understanding.

5. Final Decision: Based on the cumulative feedback from all interview stages.

Portfolio Review Tips:

• Structure Your Case Studies: For each case study, clearly define the problem, your role, the research/design process you followed, the solutions you proposed, and the measurable outcomes or impact.

• Highlight ServiceNow Expertise: If you have ServiceNow-specific projects, showcase them prominently. Detail how you navigated its unique constraints and capabilities.

• Demonstrate Research Rigor: Explain your research methodologies, participant selection, data analysis, and how insights directly informed your design decisions.

• Showcase Design Iteration: Illustrate how feedback and testing led to design changes. Include early-stage concepts alongside final designs.

• Quantify Impact: Use data and metrics wherever possible (e.g., "reduced task completion time by X%", "improved user satisfaction scores by Y points").

• Be Prepared to Discuss: Think about how you would articulate your process live. Be ready to answer questions about trade-offs you made, challenges you faced, and alternative solutions considered.

Challenge Preparation:

• Hypothetical Scenario: Be ready for a hypothetical challenge, such as "How would you approach improving the user experience for IT ticket submission on ServiceNow?" Prepare to outline your research and design process.

• Problem-Solving: Practice articulating how you break down complex problems, gather information, and develop solutions, especially within the context of enterprise software.

• ServiceNow Knowledge: Brush up on common ServiceNow UX patterns, Service Portal capabilities, and typical user workflows.

📝 Enhancement Note: The portfolio review is paramount for this role. Candidates must be able to clearly articulate their UX research and service design process, demonstrating practical application and measurable impact, especially within enterprise software contexts like ServiceNow.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop, XD). Proficiency in at least one is essential, with familiarity across others being a plus.

• User Research Platforms: Tools for surveys (e.g., SurveyMonkey, Typeform, Google Forms), user testing (e.g., UserTesting.com, Lookback), and potentially session recording/analytics (e.g., Hotjar, FullStory).

• Collaboration & Project Management: Tools like Jira, Confluence, Asana, Trello for managing tasks, documentation, and team communication, especially within Agile workflows.

Analytics & Reporting:

• ServiceNow Reporting: Familiarity with ServiceNow's built-in reporting and dashboard capabilities to track user activity and system performance.

• Web Analytics (if applicable): Tools like Google Analytics for understanding user behavior on web-based portals.

• Data Analysis Tools: Basic proficiency in Excel or Google Sheets for data manipulation and analysis of survey results or qualitative data.

CRM & Automation:

• ServiceNow Platform: Deep understanding of ServiceNow's core functionalities, including its Service Portal, ITSM modules (Incident, Request, Knowledge Management), and potentially HRSD or CSM modules, as they relate to user experience.

• Integration Tools (Conceptual Understanding): Awareness of how UX designs might interface with backend systems or integrations, though direct experience with integration tools may not be required.

📝 Enhancement Note: A strong command of industry-standard UX design and research tools is expected. Expertise within the ServiceNow platform, particularly its Service Portal and user-facing modules, is a key differentiator.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core belief that understanding and prioritizing user needs leads to better business outcomes and more efficient operations.

• Data-Driven Decisions: Valuing insights derived from user research, analytics, and platform data to guide design and process improvements.

• Collaboration & Communication: Fostering an environment where open communication and teamwork across departments are essential for successful project delivery.

• Efficiency & Optimization: A drive to continuously improve processes and user experiences, aiming for simplicity, speed, and effectiveness.

• Continuous Learning: Encouraging professional development and staying abreast of the latest UX research, service design, and enterprise software trends.

Collaboration Style:

• Cross-Functional Integration: Actively partnering with technical teams (developers, administrators) and business stakeholders (analysts, department heads) to ensure designs are feasible, relevant, and meet business objectives.

• Iterative Feedback Loops: Embracing a culture where feedback is regularly sought, given, and incorporated throughout the design and development process.

• Knowledge Sharing: Encouraging the sharing of research findings, design best practices, and platform insights across teams to elevate the overall UX maturity of the organization.

📝 Enhancement Note: The company likely values a collaborative, user-focused culture that leverages data and continuous improvement to enhance enterprise system experiences.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Enterprise Systems: Understanding and improving user experiences within the intricate architecture of platforms like ServiceNow, which can have extensive customization and legacy configurations.

• Balancing User Needs with Business Constraints: Effectively advocating for user needs while working within technical limitations, budget constraints, and established business processes.

• Driving Adoption of UX Best Practices: Educating stakeholders and ensuring consistent application of UX principles across different projects and teams within the organization.

• Measuring ROI of UX Initiatives: Quantifying the tangible business value and return on investment of UX research and design efforts, especially for contract roles.

Learning & Development Opportunities:

• Deep Dive into ServiceNow UX: Gaining in-depth expertise in ServiceNow's evolving UX capabilities and best practices, becoming a subject matter expert.

• Exposure to Diverse Business Processes: Working across various departments to understand a wide range of operational workflows and challenges.

• Strategic Design Influence: Opportunity to influence the strategic direction of enterprise systems and digital transformation efforts through user-centered design.

• Industry Trends: Staying current with advancements in UX research methodologies, service design thinking, and enterprise software UX.

📝 Enhancement Note: This role presents opportunities to tackle complex enterprise UX challenges and grow expertise in a highly in-demand platform like ServiceNow, with potential for significant strategic influence.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for conducting user research for a complex enterprise software platform like ServiceNow. What methodologies would you prioritize and why?" (Prepare to discuss qualitative vs. quantitative, user interviews, usability testing, and how you'd adapt to the ServiceNow environment.)

• "Walk me through a challenging UX design project you led. What was the problem, how did you approach it, what were the key decisions, and what was the outcome?" (Focus on a case study from your portfolio that showcases your end-to-end process and impact.)

Company & Culture Questions:

• "What do you know about Unison Group and why are you interested in this Senior UX Researcher & Service Designer role specifically?" (Research Unison Group's website, industry, and any recent news. Connect your skills and interest to their mission or challenges.)

• "How would you integrate into our existing development team and collaborate with ServiceNow developers and business analysts?" (Emphasize your collaborative approach, communication style, and understanding of cross-functional teamwork.)

Portfolio Presentation Strategy:

• Tell a Story: Frame each case study as a narrative – the challenge, your journey, and the successful resolution.

• Focus on Process: Clearly articulate how you arrived at your solutions, emphasizing your research methodology and iterative design process.

• Show, Don't Just Tell: Use visuals (wireframes, prototypes, mockups) to illustrate your design work.

• Quantify Impact: Present data and metrics that demonstrate the value and effectiveness of your work.

• Be Prepared for Deep Dives: Anticipate questions about specific design choices, research findings, and challenges encountered.

📝 Enhancement Note: Preparation should focus on demonstrating deep UX/Service Design expertise, strong research capabilities, platform-specific knowledge (ServiceNow), and the ability to articulate impact through a well-structured portfolio and thoughtful answers.

📌 Application Steps

To apply for this Senior UX Researcher & Service Designer position:

• Submit your application through the Unison Group careers portal/workable link.

• Curate Your Portfolio: Select 3-5 of your strongest case studies that best showcase your UX research, service design, and enterprise software experience, with a preference for any ServiceNow-related work. Ensure each case study clearly outlines the problem, your process, your solutions, and the measurable impact.

• Tailor Your Resume: Highlight keywords from the job description, especially "UX Research," "Service Design," "ServiceNow," "Figma," "Sketch," "User Interviews," "Usability Testing," and "enterprise software." Quantify your achievements wherever possible.

• Prepare Your Narrative: Practice presenting your portfolio and answering common UX interview questions. Be ready to articulate your thought process and problem-solving approach.

• Research Unison Group: Understand their business, industry, and any publicly available information about their technology stack or digital initiatives to tailor your responses and demonstrate genuine interest.

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