UX Researcher and Service Designer

📍 Job Overview

Job Title: UX Researcher and Service Designer

Company: Activate Interactive Pte Ltd

Location: Singapore, Singapore

Job Type: FULL_TIME

Category: User Experience (UX) & Service Design

Date Posted: March 01, 2026

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

Remote Status: On-site

🚀 Role Summary

• Spearhead user research initiatives to uncover critical citizen and public officer needs, driving product strategy and design decisions within Singapore Government Agencies.

• Apply advanced qualitative and quantitative research methodologies, including generative and evaluative techniques, to deeply understand user behaviors and pain points.

• Translate complex research findings into actionable insights and compelling narratives through customer journey mapping, service blueprints, and detailed reports.

• Collaborate closely with cross-functional teams, including Product, Tech, Data, and Business partners, to co-create seamless and impactful citizen experiences.

• Leverage design thinking principles and a systems thinking approach to foster innovation and solve complex problems within an agile development environment.

📝 Enhancement Note: This role is a fixed-term contract for 18 months, specifically within the Singapore Government Agencies. The focus is on improving citizen service journeys, indicating a strong public sector and user-centric orientation. The "Co-Development Business Unit" hiring suggests a collaborative development process.

📈 Primary Responsibilities

• Conduct in-depth qualitative and quantitative user research, including user interviews, surveys, and contextual inquiries, to uncover citizen, business, and public officer needs, behaviors, motivations, and pain points.

• Design and execute comprehensive research plans, utilizing both generative research to explore problem spaces and evaluative research (e.g., usability testing, A/B testing) to validate solutions and inform iterative improvements.

• Analyze diverse datasets from research activities to identify trends, patterns, and derive actionable insights that directly inform product strategy, development roadmaps, and design decisions.

• Facilitate engaging workshops and ideation sessions with cross-functional stakeholders, applying design thinking principles to prioritize user needs and collaboratively brainstorm innovative solutions.

• Develop comprehensive customer journey maps, service design blueprints, and process flows to visually communicate research findings, service gaps, and proposed improvements to stakeholders.

• Collaborate with product managers, designers, developers, and business analysts to translate research insights into tangible service improvements and user-centric product features.

• Define and track key performance indicators (KPIs) and relevant metrics to measure the effectiveness of designed services and products, identifying areas for continuous improvement and optimization.

• Maintain up-to-date knowledge of the latest research methodologies, tools, and industry trends in UX research and service design, ensuring methodological rigor and best practices are applied.

• Champion user-centricity throughout the product development lifecycle, acting as a strong advocate for the end-user within the organization.

📝 Enhancement Note: The responsibilities highlight a dual focus on deep user insight generation and practical application through service design. The emphasis on "citizen service journey experience" and working within "Singapore Government Agencies" is a critical differentiator, requiring an understanding of public sector user needs and potentially complex stakeholder environments.

🎓 Skills & Qualifications

Education:

Experience:

• Proven experience working as a User Researcher and/or Service Designer, with a strong portfolio demonstrating successful project execution.

• Demonstrated experience in applying design thinking principles and systems thinking to solve complex problems within dynamic and agile environments.

Required Skills:

• User Research Methodologies: Expertise in a wide range of qualitative (e.g., interviews, ethnography, contextual inquiry) and quantitative (e.g., surveys, analytics, A/B testing) research methods.

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

• Data Analysis & Synthesis: Ability to analyze and synthesize complex qualitative and quantitative data to derive actionable insights and inform strategic decisions.

• Design Thinking & Ideation: Facilitation skills for workshops, ideation sessions, and co-creation activities.

• Prototyping & Design Tools: Proficiency with design and prototyping tools such as Figma, and/or Adobe Creative Suite.

• Agile Methodologies: Familiarity and experience working within agile development frameworks.

Preferred Skills:

• Systems Thinking: Ability to understand complex systems and interdependencies within service delivery.

• Communication & Presentation: Excellent verbal, written, and visual communication skills, with the ability to present research findings and design concepts compellingly to diverse audiences.

• Negotiation & Influence: Strong ability to negotiate, influence, and build consensus among stakeholders with potentially differing priorities.

• Product Design Process: Deep knowledge of product design processes and familiarity with emerging technologies.

• Recruitment & Screening: Direct experience in both traditional and modern approaches to participant recruitment for research studies.

📝 Enhancement Note: The requirements emphasize a blend of research rigor, design thinking application, and strong collaborative and communication skills. The mention of "advanced degree, training, or certification" suggests a preference for candidates with formal education or specialized professional development in the field. The need for "systems thinking" and "negotiation" points to the complexity of working with government agencies.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: A curated portfolio showcasing at least 3-5 significant projects that demonstrate a clear application of UX Research and Service Design principles. Each case study should detail the problem, your role, the methodologies used, the process followed, and the impact of your work.

• Research Deliverables: Examples of research plans, user interview guides, survey questionnaires, usability test reports, and synthesized research findings (e.g., personas, journey maps, affinity diagrams).

• Service Design Artifacts: Visualizations of customer journey maps, service blueprints, process flows, and ideation outputs that illustrate problem-solving and solution design.

• Impact & Metrics: Evidence of how your research and design contributions have led to measurable improvements in user experience, service effectiveness, or business outcomes (e.g., increased citizen satisfaction, reduced service delivery time, improved efficiency).

• Tool Proficiency: Demonstrations or mentions of your proficiency with key design and research tools (e.g., Figma, Adobe Creative Suite, survey platforms).

Process Documentation:

• Research Planning: Clear documentation of your process for defining research objectives, selecting appropriate methodologies, planning recruitment, and outlining timelines.

• Synthesis & Analysis: Examples of how you systematically analyze qualitative and quantitative data to extract meaningful insights and translate them into actionable recommendations.

• Collaboration & Iteration: Evidence of how you collaborate with cross-functional teams throughout the design process, incorporating feedback and iterating on designs based on user testing and stakeholder input.

• Service Design Frameworks: Demonstration of your structured approach to applying service design methodologies to map existing services, identify pain points, and conceptualize future service states.

📝 Enhancement Note: A strong portfolio is crucial for this role. It should not just showcase finished designs but also the rigorous research process, analytical thinking, and collaborative approach used to arrive at those solutions. The emphasis on "impact and metrics" is key for demonstrating value, especially in a public sector context where efficiency and citizen outcomes are paramount.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Employee Wellness Program: Access to programs and initiatives focused on employee health and well-being.

• Structured Development Framework: Opportunities for professional growth through a structured development framework.

• Learning & Development Opportunities: Robust learning and development programs, recognized by awards such as "SHRI 2025 Gold winner" for Learning & Development; Coaching & Mentoring.

• Project Exposure: Opportunity to work on impactful projects within Singapore Government Agencies.

• Collaborative Environment: Working alongside leading industry experts and highly motivated peers in a fun working environment.

• Equal Opportunity Employer: Commitment to merit-based employment decisions and non-discrimination.

Working Hours:

• The standard full-time working hours are typically around 40 hours per week. While the role is on-site, there may be flexibility depending on project needs and team collaboration, but core hours will be expected to align with business operations in Singapore.

📝 Enhancement Note: The salary range is an estimation based on market data for UX Researchers and Service Designers in Singapore with 2-5 years of experience. The benefits highlight a strong emphasis on employee development and well-being, with specific mention of awards for Learning & Development, which is a significant draw for career-oriented professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consultancy, Software Development, Government & Public Sector Services.

Company Size: Activate Interactive Pte Ltd is a growing company with operations in Singapore, Malaysia, and Indonesia. The specific size isn't stated, but the description suggests a dynamic, mid-sized firm with ambitions for expansion.

Founded: The founding date is not specified, but the company is described as "leading" and focused on "quality, cost-effective, and impactful end-to-end application development," indicating a mature yet innovative organization.

Team Structure:

• Co-Development Business Unit: The hiring is specifically for this unit, suggesting a focus on collaborative development and client partnerships.

• Cross-Functional Collaboration: The role emphasizes working closely with Product, Tech, Data, and Business partners, indicating a matrixed or project-based team structure where collaboration is key.

• Reporting: While not explicitly stated, this role likely reports to a UX Research Lead, Service Design Lead, or a Product Development Manager within the Co-Development Business Unit.

Methodology:

• Agile & Design Thinking: The company champions an environment that drives innovation and likely employs agile methodologies for development and design thinking for problem-solving.

• User-Centricity: A core tenet is positively impacting people's lives through technology, underscoring a strong commitment to user-centric design and research.

• Data-Driven Decisions: Research insights are used to "inform overall product strategy, development and design decisions," highlighting a data-driven approach.

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

📝 Enhancement Note: Activate Interactive positions itself as a forward-thinking technology consultancy that values impact and innovation. The emphasis on empowering clients with technology solutions and positively impacting people's lives suggests a mission-driven culture. Working with Singapore Government Agencies implies a need for professionalism, adherence to standards, and a focus on public service delivery.

📈 Career & Growth Analysis

Operations Career Level:

Reporting Structure:

Operations Impact:

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies (e.g., ethnography, large-scale surveys) or service design domains (e.g., public sector service transformation, digital service innovation).

• Leadership: Progress to a Senior UX Researcher/Service Designer role, leading larger projects, mentoring junior team members, and influencing strategic direction.

• Cross-functional Mobility: Potentially move into Product Management or specialized roles within service innovation or user experience strategy.

• Learning & Development: Continuous access to training, workshops, and potentially certifications, as evidenced by the company's award-winning L&D programs.

📝 Enhancement Note: The role offers a significant opportunity for growth, particularly in the public sector domain, which is often complex and impactful. The emphasis on "SHRI 2025 Gold winner" in Learning & Development indicates a strong commitment to employee growth, making this an attractive position for ambitious professionals.

🌐 Work Environment

Office Type:

Office Location(s):

Workspace Context:

• Collaborative Hub: The office space is likely designed to encourage interaction and teamwork, with meeting rooms, breakout areas, and potentially dedicated spaces for workshops and ideation sessions.

• Technology-Rich: Access to standard office technology, high-speed internet, and potentially specialized software and hardware for design and research activities.

• Team Interaction: Frequent opportunities for face-to-face interaction with colleagues from Product, Engineering, Data, and other design disciplines, as well as direct engagement with client teams from Singapore Government Agencies.

Work Schedule:

• Full-time, on-site role, typically adhering to standard business hours in Singapore. While core hours will be expected, the agile environment may allow for some flexibility in managing work-life balance, subject to project demands and team coordination.

📝 Enhancement Note: The on-site requirement suggests a preference for in-person collaboration and team synergy, which can be beneficial for complex design and research projects. The Singapore location places the role within a key business and technology hub in Southeast Asia.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess basic qualifications and alignment with the role requirements.

• Hiring Manager Interview: An in-depth discussion about your experience, research methodologies, service design approach, and understanding of user-centric principles. This stage will likely probe your portfolio examples and your approach to problem-solving.

• Skills Assessment/Case Study: You may be asked to complete a take-home assignment or a live exercise simulating a research or service design challenge. This could involve analyzing a dataset, proposing a research plan, or outlining a service design concept.

• Team/Cross-Functional Interview: An interview with potential colleagues from Product, Engineering, or Data to assess your collaboration style, communication skills, and ability to work within an agile team.

• Final Interview: Potentially with a senior leader to discuss cultural fit, career aspirations, and overall alignment with Activate Interactive's vision and values.

Portfolio Review Tips:

• Structure: Organize your portfolio clearly, ideally with a dedicated section for UX Research and another for Service Design, or integrated case studies that showcase both.

• Storytelling: For each project, tell a compelling story: What was the problem? What was your specific role? What methods did you use and why? What were the key insights and how did they lead to the solution? What was the outcome or impact?

• Visuals: Use high-quality visuals, including journey maps, wireframes, prototypes, research synthesis artifacts, and impact metrics. Keep text concise and focused on key contributions.

• Process Focus: Highlight your thought process, decision-making, and how you navigated challenges. Demonstrate your understanding of the iterative nature of design and research.

• Public Sector Relevance: If possible, include projects that demonstrate experience with government or public sector contexts, or highlight transferable skills in dealing with complex stakeholder environments and user needs.

Challenge Preparation:

• Understand the Context: If given a case study, thoroughly research the domain (e.g., government services, specific technology) and the target users.

• Methodology Justification: Be prepared to explain why you chose specific research or design methods and how they are best suited for the problem.

• Actionable Insights: Focus on translating findings into concrete, actionable recommendations.

• Presentation Skills: Practice presenting your work clearly and concisely, managing time effectively, and being ready to answer detailed questions about your process and decisions.

📝 Enhancement Note: The interview process is designed to evaluate both technical skills and how well a candidate can integrate into a collaborative, client-facing environment. A strong portfolio that demonstrates a clear, iterative process and measurable impact is paramount. The potential for a case study means candidates should be prepared to apply their skills in a practical scenario.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly probable given its industry prevalence), Adobe Creative Suite (Illustrator, Photoshop, XD).

• User Research Platforms: SurveyMonkey, Typeform, Google Forms for surveys; Lookback, UserTesting.com, Maze for usability testing; Qualtrics for advanced research.

• Collaboration Tools: Miro, Mural for virtual whiteboarding and ideation; Jira, Confluence for agile project management and documentation.

Analytics & Reporting:

• Web/App Analytics: Google Analytics, Adobe Analytics (depending on client stack).

• Data Visualization: Tableau, Power BI, or similar tools for presenting research insights and performance metrics.

CRM & Automation:

• While not directly a CRM role, understanding how user data feeds into CRM systems or marketing automation platforms could be beneficial. Familiarity with data integration concepts might be relevant.

📝 Enhancement Note: Proficiency in Figma and a strong understanding of various user research platforms are essential. The ability to work with data visualization tools for reporting is also critical for demonstrating the impact of research and design efforts. Familiarity with agile project management tools like Jira is also expected.

👥 Team Culture & Values

Operations Values:

• Impact-Driven: A commitment to creating positive impact on people's lives through technology, particularly in the context of public services.

• Innovation: Encouraging creative problem-solving and the exploration of new technologies and methodologies.

• Collaboration: Fostering a strong team environment where cross-functional partnerships are valued and encouraged.

• Continuous Learning: A dedication to professional development, skill enhancement, and staying ahead of industry trends.

• User-Centricity: Placing the needs and experiences of the end-user at the forefront of all design and development decisions.

Collaboration Style:

• Cross-Functional Integration: Expect a highly collaborative approach, working closely with product managers, engineers, data analysts, and business stakeholders to ensure a cohesive and effective service delivery.

• Open Communication: A culture that values open dialogue, constructive feedback, and shared problem-solving.

• Agile & Iterative: Embracing an iterative design process, with regular feedback loops and adjustments based on user insights and team input.

• Knowledge Sharing: Encouraging the sharing of best practices, learnings, and insights across teams and projects.

📝 Enhancement Note: The company culture appears to be a blend of innovation, client focus (especially government agencies), and employee development. The emphasis on "positively impacting the lives of people around us" suggests a mission-oriented approach that should resonate with candidates seeking purpose-driven work.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Complexity: Working with government agencies can involve complex bureaucratic structures, diverse stakeholder needs, and stringent requirements that differ from the private sector.

• Balancing User Needs with Constraints: Finding solutions that meet user needs while adhering to government regulations, budget limitations, and technical constraints.

• Data Synthesis from Diverse Sources: Integrating and synthesizing insights from various qualitative and quantitative research methods, potentially across different government systems and user groups.

• Driving Change: Advocating for user-centered design and research best practices within established organizational frameworks.

Learning & Development Opportunities:

• Public Sector UX/Service Design: Gaining specialized expertise in designing for public services, understanding citizen needs, and navigating government digital transformation initiatives.

• Advanced Methodologies: Opportunity to deepen knowledge and application of cutting-edge UX research and service design techniques.

• Cross-Disciplinary Exposure: Working closely with diverse teams (tech, data, policy) provides broad exposure to different aspects of service delivery.

• Mentorship & Coaching: Access to experienced professionals and structured development programs, as evidenced by the company's L&D awards.

📝 Enhancement Note: The challenges are inherent to working in the public sector and often involve managing complex stakeholder landscapes and policy constraints. However, these challenges also present significant growth opportunities for professionals keen on making a societal impact and developing specialized expertise.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used generative research to identify a new opportunity or problem space. What was your process, and what was the outcome?" (Focus on your approach to discovery and insight generation).

• "Walk us through a customer journey map you created. What were the key pain points, and how did you propose addressing them through service design?" (Demonstrate your ability to visualize user experiences and propose solutions).

• "How do you prioritize research objectives when working with multiple stakeholders who have different priorities?" (Showcase your stakeholder management and strategic thinking skills).

Company & Culture Questions:

• "What interests you about working with Singapore Government Agencies specifically?" (Show your understanding of the public sector context and your motivation).

• "How do you stay updated on the latest trends in UX Research and Service Design?" (Demonstrate your commitment to continuous learning).

Portfolio Presentation Strategy:

• Select Diverse Examples: Choose portfolio pieces that showcase a range of skills, from in-depth user research to strategic service design and problem-solving.

• Focus on Process & Impact: For each case study, clearly articulate the problem, your role, the methodology, your thought process, the key insights derived, the solutions proposed, and the measurable impact or outcomes.

• Visual Storytelling: Use visuals effectively to illustrate your work, such as journey maps, blueprints, wireframes, and data visualizations.

• Be Prepared for Deep Dives: Anticipate detailed questions about your decisions, methodologies, and challenges faced during each project. Be ready to discuss your rationale thoroughly.

• Tailor to the Role: Emphasize aspects of your work that align with the requirements of this specific UX Researcher and Service Designer role, particularly any experience with public sector or citizen-facing services.

📝 Enhancement Note: Preparation should focus not only on showcasing past work but also on demonstrating a clear, repeatable process and a user-centric mindset. Being able to articulate the 'why' behind your decisions and measure the 'so what' of your work will be crucial.

📌 Application Steps

To apply for this UX Researcher and Service Designer position:

• Submit your application through the provided link on Workable.

• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight your experience in UX Research and Service Design, with a strong emphasis on qualitative and quantitative methodologies, design thinking, and journey mapping. Prioritize projects that demonstrate impact and problem-solving.

• Resume Optimization: Quantify your achievements wherever possible (e.g., "Improved user satisfaction by X%," "Reduced service delivery time by Y%"). Use keywords from the job description such as "UX Researcher," "Service Designer," "Design Thinking," "Customer Journey Mapping," "Agile," and specific tools like "Figma."

• Interview Preparation: Practice articulating your process and insights using the STAR method (Situation, Task, Action, Result) for behavioral questions. Prepare to walk through your portfolio case studies, focusing on your role, methodology, insights, and impact.

• Company Research: Familiarize yourself with Activate Interactive Pte Ltd, its mission, and its work, especially any public sector projects or case studies. Understand the broader context of technology consultancy and digital transformation within Singapore.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details, particularly regarding salary estimates and specific interview structures, should be verified directly with Activate Interactive Pte Ltd during the application and interview process.