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 & Service Design Operations

Date Posted: 2026-05-02T07:52:08.107

Experience Level: Mid-Senior (5-10 years implied)

Remote Status: On-site

🚀 Role Summary

• Drive citizen-centric service improvements by conducting in-depth qualitative and quantitative UX research.

• Define and optimize citizen service journeys through robust data analysis and insightful reporting.

• Facilitate collaborative ideation and design thinking workshops to address key user pain points.

• Develop and implement strategy for seamless, engaging customer experiences across government digital platforms.

• Measure and enhance service effectiveness through defined key performance indicators (KPIs) and continuous improvement cycles.

📝 Enhancement Note: This role is positioned within a technology consultancy serving Singapore Government Agencies, implying a focus on public sector digital transformation and citizen experience. The emphasis on "service design" alongside "UX research" suggests a broader scope than typical product UX, encompassing end-to-end service ecosystems and operational flows. The fixed-term contract nature for 2 years is a critical factor for candidates to consider regarding long-term career planning.

📈 Primary Responsibilities

• Conduct generative and evaluative qualitative and quantitative research (user interviews, surveys, usability testing, A/B testing) to uncover citizen, business, and public officer needs, behaviors, motivations, and pain points within GIS workflows and data discovery.

• Analyze research findings meticulously to identify trends, patterns, and actionable insights, translating complex data into clear, compelling reports and presentations for cross-functional teams and stakeholders.

• Facilitate design thinking and ideation workshops, prioritizing user needs and envisioning innovative solutions for service improvement.

• Develop comprehensive customer journey maps, service blueprints, and other artifacts to communicate research findings and inform strategic product and service development.

• Collaborate closely with product managers, GIS specialists, engineers, designers, and business partners to prototype, test, and iterate on interfaces, dashboards, and data discovery experiences, ensuring usability, accessibility, inclusivity, and consistent data storytelling.

• Define, track, and report on key performance indicators (KPIs) and relevant metrics to evaluate the effectiveness of digital services and identify opportunities for continuous improvement and optimization.

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

• Apply design thinking principles and systems thinking to creatively solve problems and envision innovative solutions for public sector digital services.

📝 Enhancement Note: The core responsibilities highlight a blend of deep research execution, strategic analysis, and cross-functional collaboration, specifically tailored to government digital services. The emphasis on GIS workflows and data discovery indicates a specialized domain within the public sector. The role requires not just research but also translating those insights into tangible service designs and product improvements, indicating a hands-on approach to design and development cycles.

🎓 Skills & Qualifications

Education:

Experience:

• Proven experience working as a user researcher and/or service designer, with a strong portfolio demonstrating successful project outcomes.

• Experience conducting user research specifically 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 that demonstrably improve usability and adoption.

Required Skills:

• UX Research Methodologies: Proficiency in both generative and evaluative research methods, including user interviews, surveys, usability testing, contextual inquiry, and A/B testing.

• Service Design Principles: Strong understanding and application of service design frameworks, including customer journey mapping, service blueprints, and process flow analysis.

• Data Analysis & Synthesis: Ability to analyze qualitative and quantitative data, identify key insights, and synthesize findings into actionable recommendations.

• Design Thinking: Expertise in applying design thinking principles to problem-solving and innovation.

• Prototyping & Design Tools: Familiarity with design and prototyping tools such as Figma, Sketch, Adobe Creative Suite (e.g., Illustrator, Photoshop), or similar.

• Communication & Presentation: Excellent verbal and written communication skills, with the ability to present research findings and design concepts clearly and persuasively to diverse stakeholders.

• Collaboration: Proven ability to work effectively with cross-functional teams including Product Managers, Engineers, Data Scientists, and Business Analysts.

• Systems Thinking: Capacity to understand complex systems, identify interdependencies, and design holistic solutions.

• Agile Environment: Experience working within dynamic and agile project environments.

Preferred Skills:

• Familiarity with GIS (Geographic Information System) concepts and related data visualization tools.

• Experience with data storytelling and creating compelling visual narratives from complex datasets.

• Knowledge of accessibility standards and inclusive design practices.

• Understanding of emerging technologies relevant to public sector digital services.

• Experience in stakeholder management, negotiation, and executive communication.

📝 Enhancement Note: The requirements emphasize a specialized skillset for government digital services, particularly around GIS and data. The "advanced degree, training, or certification" suggests a need for formal education or equivalent demonstrable expertise. The blend of "user researcher" and "service designer" implies a need for candidates who can bridge the gap between understanding user needs and designing operational service flows. The mention of "data storytelling" and "GIS workflows" are key differentiators for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing end-to-end project experience in UX research and service design, with a clear emphasis on government or public sector projects if possible.

• Detailed case studies demonstrating your process from problem identification and research planning through to insight generation, ideation, design, and iteration.

• Evidence of applying diverse research methods (qualitative and quantitative) and articulating the rationale for method selection.

• Examples of deliverables such as user personas, journey maps, service blueprints, wireframes, prototypes, and usability testing reports.

Process Documentation:

• Documentation of your research process, including planning, recruitment strategies, data collection, analysis techniques, and synthesis methods.

• Examples of how you have documented service design processes, including the creation and utilization of service blueprints and customer journey maps.

• Evidence of iterative design processes, including how you incorporated user feedback and testing results into design refinements.

• Case studies that highlight your approach to defining and tracking key performance indicators (KPIs) for digital services and how these metrics informed further optimization.

📝 Enhancement Note: For a UX Researcher and Service Designer role, particularly in a government context, the portfolio is crucial. It needs to go beyond just visual design and demonstrate a robust understanding of research methodologies, analytical skills, and the ability to map and design complex service ecosystems. The emphasis on "process" and "documentation" suggests a need for candidates who are methodical and can articulate their workflow clearly, especially when dealing with complex government systems and data.

💵 Compensation & Benefits

Salary Range:

• Estimated Range: SGD 6,000 - SGD 9,000 per month.

• Methodology: This estimation is based on industry benchmarks for mid-to-senior level UX Researchers and Service Designers in Singapore, considering the specialized nature of government projects, the required advanced qualifications, and the 2-year fixed-term contract. Factors include typical salary ranges for roles requiring advanced degrees and significant experience in specialized design fields within the Singapore market, adjusted for the specific demands of public sector digital transformation projects. The range accounts for variations in candidate experience and specific skill proficiencies.

Benefits:

• Fun working environment: Implies a positive and engaging workplace culture.

• Employee Wellness Program: Offers support for employee health and well-being.

• Work on Singapore Government Agencies Projects: Provides exposure to impactful public sector initiatives and large-scale digital transformation.

• Structured development framework and growth opportunities: Access to professional development programs, learning pathways, and potential for career advancement within the consultancy.

• SHRI 2025 Gold Winner Award: Recognition for excellence in Learning & Development, Coaching & Mentoring, indicating a strong commitment to employee growth.

Working Hours:

• Typically 40 hours per week, reflecting standard full-time employment. The role is on-site, requiring presence in the Singapore office. While standard hours apply, the agile nature of government projects may occasionally require flexibility.

📝 Enhancement Note: Given the fixed-term contract nature and the specialized skills required for government projects in Singapore, the salary range is estimated to be competitive. The benefits highlight a focus on employee well-being and professional development, with the unique opportunity to work on high-impact government initiatives.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consultancy, Software Development, Digital Transformation.

Company Size: Activate Interactive Pte Ltd is a growing company with offices in Singapore, Malaysia, and Indonesia. Based on LinkedIn data, the company likely falls into the 50-200 employee range, indicating a mid-sized organization with potential for agility and a close-knit team feel, while also having the capacity to handle significant projects.

Founded: The company's founding date is not explicitly stated, but its presence across multiple countries and focus on end-to-end application development suggests established operations and a track record in the technology sector.

Team Structure:

• The role is within the "Co-Development Business Unit," suggesting a team focused on collaborative development and client delivery.

• The team likely comprises a mix of UX/Service Designers, Product Managers, Developers, and potentially Business Analysts, working in cross-functional squads.

• Reporting structure will likely involve a lead designer, UX manager, or Head of Design/Product, with direct collaboration with project leads within government agencies.

Methodology:

• Data Analysis and Insights Methods: Emphasis on rigorous qualitative and quantitative research, translating complex data into actionable insights for service improvement.

• Workflow Planning and Optimization Strategies: Focus on mapping customer journeys, designing service blueprints, and optimizing user flows for citizen-centric digital services.

• Automation and Efficiency Practices: While not explicitly stated for this role, the company's broader focus on technology consultancy implies an orientation towards leveraging technology for efficiency and impactful solutions.

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

📝 Enhancement Note: Activate Interactive positions itself as a technology consultancy that "empowers clients with quality, cost-effective, and impactful end-to-end application development." The company emphasizes positively impacting lives through technology and fostering employee potential. The culture likely balances professional service delivery with a supportive work environment, as evidenced by their "SHRI 2025 Gold winner" award for learning and development.

📈 Career & Growth Analysis

Operations Career Level: This role is suitable for a mid-to-senior level professional with 5-10 years of experience, as implied by the "advanced degree, training, or certification" and the breadth of responsibilities. It's a specialized role that blends deep research expertise with strategic service design and cross-functional collaboration.

Reporting Structure:

• The UX Researcher and Service Designer will likely report to a Design Lead or a Manager within the Co-Development Business Unit.

• They will also work closely with Project Managers and client-side counterparts within the Singapore Government Agencies.

Operations Impact:

• The role has a direct impact on the efficiency, usability, and citizen satisfaction of government digital services.

• By improving service journeys and informing product strategy, this role contributes to making government services more accessible, effective, and user-friendly for citizens and public officers.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in specialized UX research methodologies (e.g., ethnography, diary studies) and advanced service design techniques (e.g., systems mapping, future-state service design).

• Leadership Potential: Develop capabilities in leading research initiatives, facilitating workshops, mentoring junior designers, and influencing product strategy. Potential to move into Senior UX Researcher, Lead Service Designer, or UX Manager roles.

• Industry Specialization: Gain significant expertise in the unique challenges and opportunities of designing digital services for the public sector, a highly sought-after specialization.

• Cross-functional Exposure: Broaden understanding of government digital transformation processes, technology implementation, and stakeholder management through close collaboration.

📝 Enhancement Note: The growth opportunities are substantial, particularly for those interested in public sector digital transformation. The role offers a clear path to specialization and leadership within the design and operations of government services, leveraging the company's strong L&D focus.

🌐 Work Environment

Office Type: The role is explicitly described as "on-site" in Singapore. This suggests a traditional office environment where collaboration and team interaction are key components of the workday. The company's focus on technology consultancy and government projects implies a professional and potentially dynamic office setting.

Office Location(s): Singapore, Singapore. Specific office address details would be provided by the company. The location in Singapore offers access to a vibrant tech ecosystem and a strategic hub for regional business.

Workspace Context:

• Collaborative Environment: Expect a workplace that encourages interaction and teamwork, with open-plan areas, meeting rooms, and potentially dedicated project spaces for co-creation.

• Operations Tools and Technology: Access to standard office technology, high-speed internet, and potentially specialized UX/design software and hardware required for research and prototyping. The company's consultancy nature suggests a modern tech stack.

• Team Interaction: Opportunities for regular interaction with UX/Service Design peers, Product Managers, Engineers, and client representatives from government agencies, fostering a rich learning and collaborative atmosphere.

Work Schedule:

• Standard full-time working hours (approximately 40 hours per week) are expected.

• While the role is on-site, the agile nature of government projects may sometimes require flexibility in working hours to meet project deadlines, though this would typically be managed with clear communication and project planning.

📝 Enhancement Note: The on-site requirement in Singapore underscores the importance of in-person collaboration and immersion in the project environment. Candidates should anticipate a professional office setting conducive to team-based work and client engagement.

📄 Application & Portfolio Review Process

Interview Process:

1. Application Screening: Initial review of resume and portfolio for relevant experience, skills, and qualifications, with a focus on UX research, service design, and any government/GIS experience.

2. Hiring Manager/Team Interview: A discussion to assess your background, understanding of UX research and service design principles, and suitability for the role and company culture. This may include behavioral questions and scenario-based assessments.

3. Portfolio Presentation & Case Study: A dedicated session where you will present 1-2 key projects from your portfolio. This will likely involve deep dives into your process, research findings, design decisions, and the impact of your work. Expect questions on your methodology, problem-solving approach, and collaboration style.

4. Technical/Skills Assessment (Potential): A practical exercise or a more in-depth discussion on specific technical skills, such as usability testing techniques, service blueprint creation, or prototyping tool proficiency.

5. Final Interview: A discussion with senior leadership or client stakeholders to gauge overall fit, strategic thinking, and long-term potential.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your end-to-end UX research and service design capabilities, particularly those relevant to complex systems, data, or public sector challenges.

• Tell a Story: For each project, clearly articulate the problem, your role and responsibilities, the methodologies used, key insights derived, design rationale, challenges encountered, and the measurable impact of your work. Use visuals effectively.

• Highlight Process: Emphasize your thought process, decision-making, and how you navigated complexities. For service design, showcase your use of journey maps and service blueprints.

• Quantify Impact: Whenever possible, present data and metrics that demonstrate the success of your projects (e.g., improved usability scores, increased adoption, reduced errors, positive user feedback).

• Tailor to the Role: If possible, include projects that demonstrate experience with GIS, data analysis, or government services, or explain how your transferable skills apply. Be ready to discuss how you would approach challenges specific to government digital services.

Challenge Preparation:

• Understand Government Context: Research current digital transformation initiatives in Singapore's public sector. Familiarize yourself with common challenges in government service delivery (e.g., legacy systems, diverse user needs, security requirements).

• Practice Presenting: Rehearse your portfolio presentation to ensure it's concise, engaging, and within any time limits. Practice explaining complex concepts simply.

• Prepare for "Why": Be ready to explain why you chose specific research methods, design solutions, or tools. Demonstrate critical thinking and a strong rationale behind your decisions.

• Focus on Collaboration: Prepare examples of how you've successfully collaborated with diverse teams (product, engineering, business) and managed stakeholder expectations.

📝 Enhancement Note: The interview process is designed to thoroughly assess both technical skills and collaborative capabilities. A strong portfolio presentation that clearly articulates process and impact is paramount. Candidates should be prepared to discuss their experience with government projects and complex data challenges.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (explicitly mentioned), Adobe Creative Suite (e.g., Illustrator, Photoshop - implied for visual asset creation or advanced editing), Sketch (alternative). Proficiency in at least one is essential, with Figma being a strong focus.

• Research & Analysis: Survey tools (e.g., SurveyMonkey, Typeform, Google Forms), Usability testing platforms (e.g., UserTesting.com, Lookback), Data analysis software (e.g., Excel, Google Sheets, potentially R or Python for advanced analysis if candidates have that background).

• Collaboration & Project Management: Tools like Jira, Confluence, Trello, Asana, Miro, or Mural for agile workflows, documentation, and collaborative whiteboarding.

Analytics & Reporting:

• Data Visualization: Tools for creating compelling reports and dashboards (e.g., Tableau, Power BI, Google Data Studio) may be used by the broader team or client, and understanding how to interpret these is beneficial.

• Web Analytics: Familiarity with tools like Google Analytics or Adobe Analytics for understanding user behavior on digital platforms.

CRM & Automation:

• While not directly a CRM role, understanding how user data is managed and how automated systems (e.g., for citizen outreach or service delivery) function can be beneficial. Familiarity with how research insights feed into CRM strategies or automated workflows is a plus.

• Integration: Awareness of how different systems (e.g., front-end interfaces, backend data, government databases) connect and interact is valuable for service design.

📝 Enhancement Note: The explicit mention of Figma and Adobe Creative Suite, alongside a broader need for research and analysis tools, highlights the technical requirements. Candidates should be prepared to discuss their proficiency and experience with these tools, as well as their ability to learn new technologies quickly within a consultancy setting.

👥 Team Culture & Values

Operations Values:

• Impact-Driven: A strong commitment to creating positive impacts on people's lives and the environment through technology, particularly evident in their government project work.

• Innovation & Continuous Improvement: Encouraging employees to drive innovation and fostering a culture of continuous learning and development, as recognized by their L&D awards.

• Collaboration & Teamwork: Emphasizing working closely with clients and cross-functional internal teams to deliver end-to-end solutions.

• User-Centricity: A core principle that drives research and design efforts, ensuring that citizen needs and behaviors are at the forefront of service development.

• Professionalism & Rigor: Maintaining high standards in research methodologies, design execution, and client delivery, especially within the government sector.

Collaboration Style:

• Cross-functional Integration: Expect a highly collaborative environment where UX/Service Designers work hand-in-hand with Product Managers, Engineers, Data Specialists, and client stakeholders from government agencies.

• Process Review Culture: An open approach to discussing and refining processes, encouraging feedback to improve team efficiency and project outcomes.

• Knowledge Sharing: A culture that promotes the sharing of insights, best practices, and learnings across the team and potentially with clients, fostering collective growth.

📝 Enhancement Note: The company values align with a mission-driven consultancy that prioritizes employee development and impactful work. The collaborative style is essential for navigating complex government projects and ensuring holistic service design.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Bureaucracy & Legacy Systems: Working within public sector environments often involves dealing with established processes, procurement cycles, and potentially older technology infrastructure, requiring adaptability and strategic problem-solving.

• Diverse User Needs & Accessibility: Ensuring digital services are accessible and meet the needs of a broad spectrum of citizens, including those with disabilities or varying levels of digital literacy, is a significant challenge.

• Data Complexity & Integration: Handling and visualizing complex government datasets, and ensuring seamless integration between different systems, demands strong analytical and technical acumen.

• Balancing Innovation with Requirements: Finding the right balance between introducing innovative design solutions and adhering to strict government requirements, security protocols, and policy guidelines.

Learning & Development Opportunities:

• Operations Skill Advancement: Opportunities to gain deep expertise in public sector digital transformation, advanced UX research techniques, and complex service design for large-scale initiatives.

• Industry Conference & Certification Participation: Potential to attend relevant conferences (e.g., UX, Service Design, GovTech) and pursue certifications to enhance professional credibility and knowledge.

• Operations Mentorship & Leadership: Access to mentorship from experienced leaders within Activate Interactive and client organizations, with pathways to take on leadership roles in projects and teams.

📝 Enhancement Note: The challenges presented are inherent to working in the public sector and offer significant opportunities for professional growth and skill development in a specialized domain.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex citizen service journey you've mapped. What were the key pain points, and how did your service design recommendations address them?" (Focus on process, stakeholder collaboration, and impact.)

• "How would you approach user research for a new government data discovery platform, considering users with varying GIS expertise and data literacy?" (Focus on research methodology, participant recruitment, and tailoring insights.)

Company & Culture Questions:

• "What interests you about working on government digital transformation projects with Activate Interactive?" (Demonstrate research into their work and the public sector.)

• "How do you contribute to a positive and collaborative team environment, especially when working with diverse stakeholders?" (Provide specific examples of teamwork and communication.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, use a clear framework: Problem -> Your Role -> Process & Methods -> Insights & Design Decisions -> Challenges -> Outcome & Impact.

• Show, Don't Just Tell: Use visuals (screenshots, wireframes, journey maps, service blueprints) extensively to illustrate your points. Explain why you made certain design choices.

• Highlight Collaboration: Explain how you worked with product managers, engineers, and other stakeholders.

• Quantify Results: Present any metrics or user feedback that demonstrate the success of your work. If direct metrics aren't available, articulate the anticipated impact based on user feedback and design principles.

• Be Ready for Deep Dives: Expect questions about specific research techniques, design iterations, and your rationale for every step.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of UX research and service design principles, tailored to the complexities of government projects. Strong storytelling through portfolio examples and clear articulation of collaboration and problem-solving skills are key.

---

📌 Application Steps

To apply for this UX Researcher and Service Designer position:

• Submit your application through the provided link, ensuring your resume and portfolio are attached.

• Tailor your resume to highlight experience in UX research, service design, government projects, GIS workflows, and proficiency with tools like Figma. Quantify achievements where possible.

• Curate a strong portfolio that showcases 2-3 relevant projects, detailing your process, methodologies, insights, design solutions, and measurable impact. Ensure it demonstrates both research rigor and service design thinking.

• Prepare a concise presentation of your key portfolio projects, ready to articulate your approach, challenges, and outcomes clearly and persuasively. Practice explaining your rationale behind design and research decisions.

• Research Activate Interactive Pte Ltd and the Singapore Government's digital transformation initiatives to articulate your interest and understand the context of the work. Be prepared to discuss your approach to challenges specific to public sector digital services.

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