UX Researcher and Service Designer - A26138

📍 Job Overview

Job Title: UX Researcher and Service Designer - A26138

Company: Activate Interactive Pte Ltd

Location: Singapore, Singapore

Job Type: Full-Time

Category: User Experience (UX) & Service Design Operations

Date Posted: April 21, 2026

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

Remote Status: On-site

🚀 Role Summary

• Spearhead user and citizen insight generation through comprehensive qualitative and quantitative research methodologies, directly impacting product strategy and service design.

• Drive the creation of intuitive and accessible user experiences by applying design thinking principles to complex problem spaces within government agencies.

• Develop and execute research plans, including user interviews, surveys, usability testing, and A/B testing, to uncover citizen needs and pain points.

• Collaborate closely with cross-functional teams, including product, GIS, and engineering, to prototype, test, and iterate on service concepts and digital products.

• Define and track key performance indicators (KPIs) to measure the effectiveness of implemented services and identify opportunities for continuous improvement and optimization.

📝 Enhancement Note: This role is focused on UX Research and Service Design within a technology consultancy serving Singapore Government Agencies. The "operations" aspect is derived from the need to operationalize user insights into actionable product strategies and service improvements, manage research processes, and contribute to the efficiency and effectiveness of digital service delivery for citizens. The fixed-term contract nature (2 years) is a key detail for candidates to consider.

📈 Primary Responsibilities

• Conduct in-depth qualitative and quantitative research (e.g., user interviews, surveys, usability testing, A/B testing) to uncover citizen/business/public officer needs, behaviors, motivations, and pain points.

• Develop and execute comprehensive research plans aligned with product strategy and citizen service journey improvement goals.

• Analyze qualitative and quantitative research data to identify trends, patterns, and actionable insights, synthesizing findings into clear and compelling reports and presentations.

• Facilitate user-centric ideation sessions and workshops, applying design thinking principles to creatively solve complex problems and envision innovative service solutions.

• Create detailed customer journey maps, service blueprints, and other experience design artifacts to communicate research findings and proposed solutions.

• Collaborate with product managers, UX designers, GIS specialists, and engineering teams to prototype, test, and iterate on interfaces, dashboards, and data discovery experiences.

• Ensure the usability, accessibility, and inclusivity of service concepts and digital products, adhering to government accessibility standards where applicable.

• Define and track key performance indicators (KPIs) or relevant metrics to evaluate product and service effectiveness and identify areas for improvement and ongoing process optimization.

• Stay current with the latest research methodologies, tools, and industry trends in UX research and service design, ensuring methodological rigor in all activities.

• Contribute to a data-driven culture by advocating for user needs and translating research insights into tangible product and service improvements.

📝 Enhancement Note: The responsibilities highlight a blend of research execution, strategic analysis, and collaborative design. The emphasis on "citizen service journey experience" and "government agencies" indicates a focus on public sector digital transformation. The mention of GIS workflows suggests a potential specialization in geospatial data visualization and interaction design.

🎓 Skills & Qualifications

Education:

Experience:

• Proven experience working as a User Researcher and/or Service Designer, with a strong portfolio showcasing end-to-end project experience.

• Experience conducting user research with government data users to understand GIS workflows, needs, and pain points related to maps, dashboards, and data discovery.

• Demonstrated experience in designing intuitive map interactions, dashboards, and data discovery experiences.

• Experience creating service blueprints and user journeys to improve usability and adoption of digital services.

• Experience collaborating with product, GIS, and engineering teams to prototype, test, and iterate interfaces, ensuring accessibility, inclusivity, and consistent data storytelling.

• Experience working with Product, Tech, Data, and Business partners to deliver services and experiences in a dynamic environment.

Required Skills:

• UX Research: Expertise in both generative (e.g., interviews, contextual inquiry) and evaluative (e.g., usability testing, heuristic evaluation) research methods.

• Service Design: Proficiency in creating service blueprints, customer journey maps, and experience maps to identify pain points and opportunities.

• Data Analysis: Ability to analyze qualitative and quantitative research data to derive actionable insights and identify trends.

• Design Thinking: Strong understanding and application of design thinking principles for problem-solving and innovation.

• Prototyping & Ideation: Experience facilitating ideation sessions and creating prototypes to test concepts.

• Cross-functional Collaboration: Ability to work effectively with product, engineering, design, and business stakeholders.

• Communication & Presentation: Excellent verbal and written communication skills, with the ability to present complex findings and recommendations clearly and persuasively to diverse audiences.

• Familiarity with Design Tools: Proficient in using design and prototyping tools such as Figma, and/or Adobe Creative Suite.

Preferred Skills:

• GIS Workflow Understanding: Specific knowledge of how government data users interact with GIS workflows, maps, and dashboards.

• Data Storytelling: Ability to translate complex data into compelling narratives and visualizations.

• Accessibility Standards: Knowledge of accessibility guidelines (e.g., WCAG) and best practices for inclusive design.

• Agile Methodologies: Experience working within agile development frameworks.

• Systems Thinking: Ability to understand and design for complex systems and their interdependencies.

• Emerging Technologies: Awareness of emerging technologies and their potential application in service design.

📝 Enhancement Note: The requirements emphasize a strong foundation in both research and design, with a specific need for experience in government contexts and potentially GIS data. The "advanced degree, training, or certification" suggests a preference for formal education or specialized training in the field. The "2-5 years" implied experience level aligns with mid-level roles requiring independent execution and collaboration.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Research Case Studies: Showcase 3-5 detailed case studies demonstrating your end-to-end UX research process, from defining research objectives and planning to data collection, analysis, and delivering actionable insights.

• Service Design Artifacts: Include examples of service blueprints, customer journey maps, user flows, and personas that illustrate your ability to map complex service ecosystems and identify user pain points.

• Design & Prototyping Examples: Provide examples of interactive prototypes, wireframes, or user interface designs created using tools like Figma or Adobe Creative Suite, demonstrating your user-centric design approach.

• Impact & Outcome Demonstration: Clearly articulate the impact of your work, using metrics where possible, to show how your research and design contributions led to improved user experiences, increased adoption, or solved specific business problems for previous clients or projects.

Process Documentation:

• Research Plan Samples: Demonstrate your ability to create structured research plans, outlining objectives, methodologies, participant recruitment strategies, and timelines.

• Analysis & Synthesis Examples: Show how you synthesize research findings into clear, concise, and visually engaging reports or presentations tailored for different stakeholder audiences.

• Collaboration Workflows: Illustrate how you collaborate with cross-functional teams (e.g., product managers, engineers, developers) throughout the design and development lifecycle, ensuring research insights are effectively integrated.

• Iterative Design Process: Highlight examples of how you used research feedback to iterate on designs and improve service concepts, showcasing a commitment to continuous improvement.

📝 Enhancement Note: For a UX Researcher and Service Designer role, a robust portfolio is critical. It should not only showcase the final outputs but also the rigorous process behind them, emphasizing data-driven decision-making and the ability to translate complex user needs into practical design solutions. The focus on government projects implies a need to demonstrate understanding of public sector constraints and citizen-centricity.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Employee Wellness Program: Comprehensive program designed to support the physical, mental, and emotional well-being of employees.

• Structured Development Framework: Access to a defined framework for career progression and skill enhancement.

• Growth Opportunities: Clear pathways for professional development and advancement within the company, supported by a "SHRI 2025 Gold winner" award in Learning & Development; Coaching & Mentoring.

• Project Variety: Opportunity to work on impactful projects for Singapore Government Agencies, offering exposure to diverse challenges and technologies.

• Collaborative Environment: Work alongside leading industry experts and highly motivated, talented peers.

Working Hours:

• Standard full-time working hours are typically 40 hours per week, with potential for flexibility depending on project demands and team collaboration needs. The on-site nature of the role requires adherence to office-based schedules.

📝 Enhancement Note: The salary range is an estimate based on typical market rates for similar roles in Singapore. Actual compensation will be determined by the candidate's experience, qualifications, and the specific terms of the contract. The benefits highlight a strong emphasis on employee development and well-being, aligning with the company's award-winning approach to learning.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consultancy, Digital Transformation, Application Development (Mobile & Web), Cloud Technology.

Company Size: Activate Interactive Pte Ltd is a growing company with a presence in Singapore, Malaysia, and Indonesia. The specific team size for this unit is not detailed but implies a dynamic, project-focused environment within a larger consultancy structure.

Founded: The founding date is not specified, but the company is described as a "leading technology consultancy" with established operations.

Team Structure:

• This role is part of the "Co-Development Business Unit," suggesting a focus on collaborative development projects.

• The team likely comprises a mix of UX researchers, service designers, product managers, developers, and potentially GIS specialists, working in cross-functional project teams.

Methodology:

• Data-Driven Decision Making: Emphasis on using research data and insights to inform product strategy and design decisions.

• Design Thinking & User-Centricity: Core principles guiding problem-solving and solution development, focusing on citizen/user needs.

• Agile & Iterative Development: Projects are likely managed using agile methodologies, involving continuous prototyping, testing, and refinement.

• Cross-functional Collaboration: A strong emphasis on working collaboratively with diverse teams to achieve project goals.

Company Website: https://www.activate.sg/

📝 Enhancement Note: Activate Interactive positions itself as a technology consultancy focused on delivering impactful, end-to-end application development and cloud solutions. The company culture appears to value innovation, employee potential, and positive impact through technology, particularly within the public sector. The "SHRI 2025 Gold winner" award in Learning & Development underscores a commitment to professional growth.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level specialist, requiring significant experience in UX research and service design. The responsibilities involve independent execution of research plans, data analysis, and contributing to strategic product decisions, with a focus on improving citizen service journeys. It is a fixed-term contract role for 2 years.

Reporting Structure: The role likely reports to a senior member of the Co-Development Business Unit, such as a UX Lead, Service Design Lead, or Business Unit Manager. Close collaboration is expected with Product Managers, Project Leads, GIS Specialists, and Engineering teams, representing a matrixed reporting and collaboration environment common in consulting firms.

Operations Impact: The UX Researcher and Service Designer plays a crucial role in ensuring that government digital services are citizen-centric, efficient, and effective. Their work directly influences the usability, adoption, and overall satisfaction with public services, contributing to improved citizen engagement and operational efficiency for government agencies. By identifying and addressing pain points in citizen journeys, they help streamline processes and enhance the user experience of essential public services.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like GIS data visualization, accessibility design for public services, or advanced research methodologies.

• Leadership: Gain experience leading research initiatives within project teams, mentoring junior researchers, and contributing to the development of the UX practice within Activate Interactive.

• Cross-functional Exposure: Develop a broader understanding of product development, engineering, and business strategy by working closely with diverse teams on government projects.

• Skill Enhancement: Benefit from the company's "SHRI 2025 Gold winner" award for Learning & Development, potentially through formal training, workshops, and mentorship programs focused on UX, service design, and related technologies.

• Contract Extension/Full-Time Conversion: While a fixed-term contract, successful performance and business needs may lead to opportunities for contract extension or conversion to a permanent role.

📝 Enhancement Note: The fixed-term nature of the contract is a significant factor. Growth opportunities will likely be tied to performance within the contract duration and the company's ongoing needs for specialized UX and Service Design expertise within government projects. The emphasis on learning and development suggests a supportive environment for skill advancement.

🌐 Work Environment

Office Type: Activate Interactive operates as a technology consultancy, implying a professional office environment that fosters collaboration and innovation. Given the focus on government projects, the environment is likely structured and professional, balancing creative problem-solving with rigorous execution.

Office Location(s): The role is based in Singapore, with the company having offices in Singapore, Malaysia, and Indonesia. Specific office details for the Singapore location are not provided but are expected to be a modern, well-equipped workspace.

Workspace Context:

• Collaborative Spaces: The workspace is designed to facilitate teamwork, ideation sessions, and cross-functional meetings, essential for a consultancy environment.

• Technology & Tools: Access to standard office equipment, high-speed internet, and the necessary software and hardware for UX research and design (e.g., Figma, Adobe Creative Suite, potentially specialized GIS software).

• Team Interaction: Opportunities for regular interaction with colleagues, project teams, and management, fostering a sense of community and shared purpose. The "fun working environment" mentioned suggests a positive and engaging atmosphere.

Work Schedule: The role is full-time, typically 40 hours per week, with an on-site work arrangement. While the core hours will be office-based, project demands might occasionally require flexibility. The nature of government projects could also mean adherence to specific agency protocols or working hours.

📝 Enhancement Note: The on-site requirement in Singapore is key. The environment is likely a blend of collaborative project work and focused individual effort, typical of a consultancy serving enterprise clients, especially government bodies.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A review of your application, resume, and portfolio to assess qualifications and experience against the role requirements. Be prepared to highlight your most relevant projects.

2. Hiring Manager/Team Interview: An interview with the hiring manager or a senior member of the Co-Development Business Unit to discuss your background, research philosophy, and experience in UX research and service design. Expect questions about your approach to user insights, problem-solving, and collaboration.

3. Portfolio Presentation & Case Study: You will likely be asked to present a detailed case study from your portfolio. Focus on a project that showcases your end-to-end process, particularly if it involved government data users, GIS workflows, or complex citizen service journeys. Be ready to articulate your role, methodologies, challenges, and the impact of your work.

4. Technical/Skills Assessment: This may involve a practical exercise, a design challenge, or in-depth questions about specific research methodologies, service design tools, or your experience with Figma/Adobe Creative Suite.

5. Final Interview: Potentially with senior leadership or key stakeholders from the government agency you would be supporting, to assess cultural fit, strategic thinking, and overall suitability for the role.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 of your strongest projects that best align with the job description, emphasizing government or complex service design contexts if possible.

• Tell a Story: For each project, clearly outline the problem, your role, the methodology used, the challenges faced, your design/research process, the solutions developed, and the measurable outcomes or impact.

• Showcase Process, Not Just Pixels: Detail your research methods, data analysis, and how insights informed your design decisions. Include artifacts like journey maps, service blueprints, and user flow diagrams.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your work (e.g., improved usability scores, increased adoption rates, reduced task completion times).

• Highlight Collaboration: Explain how you worked with cross-functional teams and stakeholders.

• Accessibility & Inclusivity: If applicable, showcase how you considered accessibility and inclusivity in your designs.

Challenge Preparation:

• Understand the Context: Research Activate Interactive, their work with Singapore Government Agencies, and the principles of service design in the public sector.

• Brush up on Methodologies: Be ready to discuss various qualitative and quantitative research methods, design thinking frameworks, and service design tools.

• Practice Presentation: Rehearse your portfolio presentation and case study walkthrough to ensure clarity, conciseness, and confidence.

• Prepare for Behavioral Questions: Think about examples that demonstrate your teamwork, problem-solving skills, leadership potential, and ability to handle complex challenges.

📝 Enhancement Note: The interview process is designed to thoroughly assess your research and design capabilities, your ability to work within a structured consultancy environment, and your fit for government projects. A strong, well-presented portfolio is non-negotiable.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly likely), Adobe Creative Suite (Photoshop, Illustrator, XD).

• Research Platforms: SurveyMonkey, Google Forms, Typeform for surveys; potentially specialized usability testing platforms (e.g., UserTesting.com, Lookback).

• Collaboration Tools: Miro, Mural for remote whiteboarding and ideation; Slack, Microsoft Teams for communication.

Analytics & Reporting:

• Data Analysis: Microsoft Excel, Google Sheets for data tabulation and basic analysis; potentially R or Python for more advanced statistical analysis if required.

• Presentation Software: Microsoft PowerPoint, Google Slides for creating research reports and presentations.

• Visualization Tools: Tableau, Power BI (potential, depending on data analysis needs).

CRM & Automation:

• While not a primary focus for this role, familiarity with CRM systems (e.g., Salesforce) and workflow automation tools (e.g., Zapier) might be beneficial for understanding how user data flows and how services are delivered end-to-end.

📝 Enhancement Note: Proficiency in Figma is a key requirement. Experience with a range of research and collaboration tools is expected. The ability to analyze data using standard office software is essential, with potential for more advanced tools depending on project needs.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the needs of citizens and users in all design and research decisions.

• Impact-Driven: Focus on delivering tangible, positive impacts on people's lives and improving the efficiency of government services through technology.

• Innovation & Continuous Improvement: A culture that encourages creative problem-solving, exploration of new ideas, and a commitment to ongoing learning and refinement of processes.

• Collaboration & Teamwork: Strong emphasis on working effectively within cross-functional teams, sharing knowledge, and supporting colleagues to achieve shared goals.

• Integrity & Professionalism: Upholding high standards of ethical conduct, data privacy, and professional practice, especially when working with sensitive government data and citizen information.

Collaboration Style:

• Cross-functional Integration: Actively engages with product managers, engineers, business analysts, and client stakeholders to ensure research insights are integrated throughout the project lifecycle.

• Open Communication: Encourages open dialogue, constructive feedback, and transparent communication to foster a highly collaborative and efficient working environment.

• Workshop Facilitation: Utilizes structured workshops to bring diverse perspectives together, drive consensus, and co-create solutions with stakeholders.

• Knowledge Sharing: Promotes sharing of research findings, best practices, and lessons learned within the team and across the organization.

📝 Enhancement Note: The company values align with a modern, user-focused technology consultancy. The emphasis on positive impact, innovation, and collaboration is crucial for success in this role, especially within the public sector context.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Bureaucracy: Working within large government agencies can involve complex decision-making processes, procurement cycles, and established protocols that differ from private sector environments.

• Data Sensitivity & Privacy: Handling sensitive citizen data requires strict adherence to privacy regulations and ethical guidelines.

• Diverse User Needs: Catering to a wide spectrum of citizens with varying technical literacy, accessibility needs, and cultural backgrounds.

• Translating Complex Needs: Synthesizing potentially conflicting needs from various stakeholders (citizens, public officers, agency heads) into cohesive and actionable design solutions.

• Fixed-Term Contract Uncertainty: Managing career progression and project continuity within a 2-year fixed-term contract.

Learning & Development Opportunities:

• Specialized Training: Access to training programs in advanced UX research techniques, service design methodologies, accessibility standards, and potentially GIS-related design.

• Industry Conferences & Certifications: Opportunities to attend relevant conferences or pursue certifications that enhance expertise in UX, service design, or public sector digital transformation.

• Mentorship: Benefit from mentorship from senior UX professionals and leaders within Activate Interactive, as recognized by their "SHRI 2025 Gold winner" award in Coaching & Mentoring.

• Project Diversity: Exposure to a range of government projects, allowing for the development of a broad skill set and deep understanding of public service delivery challenges.

📝 Enhancement Note: The challenges are typical for roles involving government projects and specialized design functions. The growth opportunities are strongly linked to the company's commitment to learning and development, offering a solid foundation for skill advancement during the contract period.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used user research to significantly influence product strategy or a design decision. What was the outcome?" (Focus on your process, data analysis, and impact.)

• "How would you approach designing a new digital service for citizens who have limited digital literacy?" (Demonstrate understanding of accessibility, inclusive design, and user-centric problem-solving.)

• "Walk us through a complex service blueprint you've created. What were the key pain points identified, and how did you propose addressing them?" (Showcase your ability to map service ecosystems and propose solutions.)

Company & Culture Questions:

• "What interests you about working with Singapore Government Agencies, and what do you see as the unique challenges and rewards of designing for the public sector?" (Show your understanding of the context and your motivation.)

• "How do you collaborate with engineers and product managers to bring your research insights and design concepts to life?" (Emphasize your teamwork and communication skills.)

Portfolio Presentation Strategy:

• Select a Strong Case Study: Choose a project that clearly demonstrates your end-to-end UX research and service design process, ideally one involving complex systems or data.

• Structure Your Narrative: Use a clear story arc: Problem > Your Role > Research Methodology > Key Findings > Design Solutions > Impact/Outcome.

• Visualize Your Process: Use visuals like journey maps, service blueprints, wireframes, and personas to illustrate your work.

• Quantify Results: Present metrics and data to support the effectiveness of your solutions.

• Be Prepared for Deep Dives: Anticipate questions about specific decisions, challenges, and alternative approaches you considered.

📝 Enhancement Note: Preparation should focus on demonstrating a strong understanding of UX research and service design principles, the ability to apply them in a complex (government) context, and a collaborative, data-driven approach. Your portfolio is your most critical tool.

📌 Application Steps

To apply for this UX Researcher and Service Designer position:

• Submit your application through the provided link on Workable.

• Portfolio Customization: Prepare and tailor your portfolio to highlight projects that best demonstrate your experience in user research, service design, and working with complex datasets or government-related initiatives.

• Resume Optimization: Ensure your resume clearly outlines your experience with UX research methodologies, service design tools (especially Figma), data analysis, and cross-functional collaboration, using keywords from the job description.

• Interview Preparation: Practice articulating your experience through STAR method (Situation, Task, Action, Result) for behavioral questions and prepare a compelling presentation for your portfolio case study.

• Company Research: Familiarize yourself with Activate Interactive's work, their mission, and their approach to technology consultancy, particularly their projects with Singapore Government Agencies.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions for UX Researcher and Service Designer roles. All details, especially regarding compensation and specific project scope, should be verified directly with Activate Interactive Pte Ltd during the application and interview process.