UX Researcher and Service Designer - (Public Sector)

📍 Job Overview

Job Title: UX Researcher and Service Designer - (Public Sector)

Company: Xtremax Pte. Ltd.

Location: Singapore, Singapore

Job Type: CONTRACTOR

Category: UX Research & Service Design

Date Posted: December 03, 2025

Experience Level: 2-5 years

🚀 Role Summary

• This role is designed for a strategic UX Researcher and Service Designer focused on enhancing public sector digital services and citizen journeys.

• The position requires a deep understanding of user needs, data analysis, and the application of design thinking to inform product strategy and development within the government sector.

• Key responsibilities include generating actionable user insights, mapping complex user experiences, and fostering cross-functional collaboration to deliver seamless and impactful digital services.

• A strong emphasis will be placed on ensuring the usability and accessibility of digital products, alongside defining and tracking Key Performance Indicators (KPIs) for service effectiveness.

📝 Enhancement Note: While the input description is for a UX Researcher and Service Designer, the output is tailored to operations professionals. This role, particularly in the public sector, often involves significant elements of process optimization, workflow design, and data-driven decision-making that align with Revenue Operations and GTM strategies. The focus on citizen journeys and service improvement translates directly to customer journey optimization in a commercial context, making it relevant for operations professionals.

📈 Primary Responsibilities

• Conduct comprehensive user research using a variety of qualitative and quantitative methods to uncover citizen needs, pain points, and behaviors within public services.

• Apply design thinking principles and systems thinking to solve complex problems, propose innovative solutions, and drive user-centric product and service strategies.

• Facilitate workshops, ideation sessions, and cross-functional team collaborations to co-create and refine user-centric solutions for digital services.

• Develop detailed UX artifacts, including customer journey maps, personas, user flows, wireframes, and interactive prototypes, to visualize and communicate user experiences and proposed solutions.

• Collaborate closely with Product Managers, Developers, Data Analysts, and Business Stakeholders to ensure seamless integration of user insights into the product development lifecycle and IT project delivery.

• Define, monitor, and analyze Key Performance Indicators (KPIs) to measure the effectiveness, usability, and accessibility of digital services, recommending data-driven improvements.

• Ensure that all digital products and service concepts meet high standards of usability and accessibility, adhering to relevant guidelines and best practices.

• Contribute to the continuous learning and evolution of UX research and service design methodologies, tools, and best practices within the organization and supported public sector agencies.

📝 Enhancement Note: The primary responsibilities are framed to highlight the process optimization, data analysis, and strategic planning elements crucial for operations roles. The emphasis on "citizen journey" is recontextualized as "customer journey" enhancement, and "digital services" as "digital products and solutions" to resonate with a broader operations audience while maintaining the core function of the role.

🎓 Skills & Qualifications

Education:

• Advanced degree or professional certification in Service Design, UX Design, Human-Computer Interaction (HCI), or a closely related field is preferred.

• A Degree/Diploma in Computer Science, Product Management, or a related technical field is considered advantageous.

Experience:

• Proven 2-5 years of experience in UX Research, Service Design, or Web Application UI Design.

• Demonstrated experience working within agile development environments, employing systems thinking and exhibiting project leadership capabilities.

• Experience with Singapore Government Projects is a significant advantage.

Required Skills:

• User Research: Proficiency in both traditional and modern research methodologies (e.g., interviews, surveys, usability testing, ethnographic studies).

• Service Design: Ability to apply design thinking principles and systems thinking to map and improve complex service ecosystems and customer journeys.

• Design Tools: Advanced proficiency with design and prototyping tools such as Figma, Adobe Creative Suite (e.g., Illustrator, Photoshop, XD), or similar platforms.

• Collaboration & Stakeholder Management: Strong ability to collaborate effectively with cross-functional teams, including Product, Tech, Data, and Business stakeholders, and to manage diverse stakeholder expectations.

• UX Artefact Creation: Skilled in synthesizing research insights into practical, actionable deliverables like customer journey maps, personas, blueprints, wireframes, and prototypes.

• Communication & Presentation: Exceptional verbal and written communication, presentation, and negotiation skills, with the ability to articulate complex ideas clearly and persuasively.

• Problem Solving: Demonstrated ability to analyze complex problem spaces, identify root causes, and propose effective, user-centered solutions.

• Agile & Systems Thinking: Experience working in agile environments and applying systems thinking to understand interconnected processes and user flows.

• Self-Management: Highly self-directed, organized, and capable of managing multiple complex projects simultaneously with minimal supervision.

Preferred Skills:

• Experience with content management systems (CMS) or website project management.

• Illustration, visual, and graphic design skills.

• Familiarity with product management frameworks and tools (e.g., Jira, Confluence, Agile, Scrum).

📝 Enhancement Note: The "Must Have" and "Good to Have" sections have been integrated into Required and Preferred Skills, respectively. The language has been refined to emphasize operations-relevant competencies such as "stakeholder management," "systems thinking," and "project leadership," which are critical in operations roles. The educational requirements are noted with a preference for advanced degrees or certifications, common in specialized operations fields.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• User Research Case Studies: Showcase examples of user research methodologies employed, the insights generated, and how these insights directly influenced product or service design decisions. Quantify impact where possible (e.g., improved conversion rates, reduced task completion times).

• Service Design Blueprints/Journeys: Present detailed customer journey maps or service blueprints that illustrate end-to-end user experiences, highlighting pain points, opportunities for improvement, and proposed solutions.

• Design Artifacts & Prototyping: Include examples of wireframes, interactive prototypes, and final UI designs, demonstrating a clear progression from concept to execution and adherence to usability and accessibility standards.

• Process Optimization Examples: Demonstrate how your research and design efforts led to tangible process improvements, increased efficiency, or enhanced user satisfaction within a project lifecycle.

Process Documentation:

• Evidence of documenting research processes, design decisions, and user feedback loops to ensure transparency and knowledge sharing within project teams.

• Ability to create clear and concise documentation for design specifications, user stories, and implementation guidelines.

• Demonstrate experience in defining and tracking metrics for evaluating the success of implemented designs and service improvements.

📝 Enhancement Note: This section is entirely generated based on the inference that a role involving UX Research and Service Design, especially in a government IT project context, would require a strong portfolio demonstrating practical application of skills. The focus is on process, documentation, and measurable outcomes, aligning with operations' emphasis on standardized workflows and performance tracking.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Contract Duration: Opportunity for a defined contract period, potentially leading to extensions or further project engagements based on performance and project needs.

• Project Impact: Direct involvement in high-impact public sector IT projects aimed at improving citizen services and digital government initiatives.

• Professional Development: Exposure to diverse public sector challenges, allowing for the development of specialized skills in government IT project environments.

• Collaborative Environment: Opportunity to work with experienced cross-functional teams, including product, technology, and business stakeholders.

• Standard Contractual Benefits: May include statutory contributions as per Singapore labor laws for contract positions, such as CPF contributions where applicable, and paid leave entitlements.

Working Hours:

• Standard full-time working hours, typically around 40 hours per week. While the role is described as on-site, there might be some flexibility depending on project demands and team agreements, common in contract roles.

📝 Enhancement Note: The salary range is estimated based on typical contractor rates for specialized roles in Singapore, considering the experience level. Benefits are inferred based on common offerings for contract positions, emphasizing project impact and professional growth, which are often key motivators for operations professionals in contract roles. The working hours are set to a standard benchmark, with a note on potential flexibility.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Consulting, Government Services. Xtremax Pte. Ltd. likely operates within the technology consulting space, specializing in digital transformation and IT solutions, with a strong focus on serving public sector clients. This industry context implies a need for structured project management, adherence to rigorous standards, and a focus on delivering tangible value.

Company Size: While not explicitly stated, a company that partners with government agencies on IT projects often implies a medium to large organizational structure, capable of handling complex, long-term engagements. This size suggests a professional environment with established processes and a focus on specialization.

Founded: Information on the founding date is not provided. However, companies involved in public sector IT projects typically have a history of delivering reliable solutions and building trust with government entities.

Team Structure:

• The role likely sits within a dedicated project team or a UX/Design practice group, collaborating closely with product managers, developers, business analysts, and client-side government officials.

• Reporting structure may involve a Project Lead, Design Manager, or a direct line to the client's IT project management office.

Methodology:

• Emphasis on data-driven decision-making, utilizing user research and analytics to inform design and strategy.

• Adherence to agile development methodologies (Scrum, Kanban) for iterative progress and flexibility.

• Application of design thinking and systems thinking frameworks to tackle complex challenges and ensure holistic solutions.

Company Website: https://www.xtremax.com/

📝 Enhancement Note: The company culture section is built by inferring from the job description's focus on public sector IT projects, which typically requires a structured, process-oriented, and collaborative environment. The "Methodology" subsection is tailored to highlight operations-relevant approaches like data-driven decision-making and agile practices.

📈 Career & Growth Analysis

Operations Career Level: This role represents an experienced individual contributor level within the specialized field of UX Research and Service Design. It requires a blend of deep technical/design expertise and strong soft skills for stakeholder management and project execution, aligning with mid-level operations roles focused on specialized functions.

Reporting Structure: The UX Researcher and Service Designer likely reports to a Project Manager, Design Lead, or a Program Director overseeing public sector IT initiatives. Collaboration will extend to cross-functional teams, including developers, business analysts, and client-side government liaisons.

Operations Impact: The role directly impacts the effectiveness, usability, and citizen adoption of public digital services. By improving user experience and optimizing service delivery, it contributes to government efficiency, citizen satisfaction, and the successful digital transformation of public sector operations.

Growth Opportunities:

• Specialization: Deepen expertise in public sector UX, service design for government, or specific areas like accessibility or information architecture within complex systems.

• Project Leadership: Progress to leading UX/Design streams on larger government IT projects, mentoring junior designers, and influencing project strategy at a higher level.

• Cross-Functional Mobility: Develop a broader understanding of IT project management, product management, or business analysis within the public sector context, opening doors to related operations roles.

• Industry Expertise: Become a recognized expert in digital service design for government, potentially leading to consulting roles or strategic advisory positions.

📝 Enhancement Note: This section interprets the role's career trajectory through an operations lens, emphasizing impact on operational efficiency, potential for leadership in specialized functions, and pathways for growth into related operational domains.

🌐 Work Environment

Office Type: The role is explicitly stated as on-site in Singapore, suggesting a professional office environment typical for IT consulting firms and government project engagements. This environment is likely designed to facilitate collaboration and focused work.

Office Location(s): Singapore, Singapore. This central location offers access to a thriving tech and business ecosystem.

Workspace Context:

• The workspace is expected to be collaborative, with dedicated areas for team meetings, workshops, and individual focused work. Proximity to government agencies may also be a factor for client interactions.

• Access to standard office technology, project management tools, and specialized UX/design software (e.g., Figma, Adobe Creative Suite) is anticipated.

Work Schedule:

• A standard full-time work schedule (approx. 40 hours/week) is expected. While the role is on-site, contract positions can sometimes offer a degree of flexibility in managing work hours, provided project deliverables and collaboration needs are met effectively.

📝 Enhancement Note: The "Work Environment" section is tailored to reflect an on-site role in a professional services context, focusing on collaboration and the tools necessary for effective UX and service design work, which are relevant to operations professionals.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess experience, skills, and alignment with the role's requirements, particularly any public sector or relevant project experience.

• Technical Interview: Discussion focused on your UX research methodologies, service design approach, experience with specific tools (Figma, Adobe Creative Suite), and your understanding of design thinking and systems thinking. Expect questions about your process for tackling complex user problems.

• Portfolio Presentation: A dedicated session to walk through your portfolio, presenting 1-2 key case studies that best demonstrate your capabilities in user research, service design, and delivering impactful UX artifacts. Be prepared to discuss your role, challenges, solutions, and outcomes.

• Stakeholder/Client Interview: Interaction with project leads, potential team members, and possibly client representatives to assess collaboration style, communication skills, and cultural fit within a public sector project environment.

• Final Assessment: Evaluation of overall fit, including problem-solving abilities, strategic thinking, and alignment with Xtremax's values and public sector project requirements.

Portfolio Review Tips:

• Curate Strategically: Select case studies that highlight your experience with complex problem spaces, end-to-end design processes, and demonstrable impact, ideally with a focus on service improvement or citizen-centric design.

• Showcase Process: Clearly articulate your methodology for each project, from initial research and problem definition through to solution design and iteration. Explain your rationale behind key decisions.

• Quantify Impact: Whenever possible, include metrics that demonstrate the success of your work (e.g., improvements in user satisfaction, task completion rates, efficiency gains). For public sector roles, focus on impact on citizen experience and service delivery.

• Highlight Collaboration: Emphasize how you worked with cross-functional teams and stakeholders, showcasing your ability to translate user needs into actionable insights for developers and business teams.

• Tailor to Public Sector: If possible, include examples relevant to government or public service projects, demonstrating an understanding of the unique challenges and considerations in this sector.

Challenge Preparation:

• Be prepared for potential scenario-based questions where you might be asked to outline how you would approach a specific public service design challenge.

• Practice articulating your thought process clearly and concisely, focusing on structured problem-solving and user-centricity.

• Familiarize yourself with common public sector digital service initiatives and design trends in Singapore.

📝 Enhancement Note: This section provides actionable advice for preparing for interviews and portfolio reviews, framed with an operations professional's mindset – emphasizing structure, process, and measurable outcomes, while acknowledging the specific demands of UX/Service Design and public sector projects.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly preferred), Adobe Creative Suite (Illustrator, Photoshop, XD), Sketch. Proficiency in at least one industry-standard tool is essential for creating wireframes, mockups, and interactive prototypes.

• Research & Analysis: Tools for surveys (e.g., SurveyMonkey, Google Forms), user interview platforms (e.g., Zoom, UserTesting.com), and potentially data analysis software (e.g., Excel, SPSS, R for statistical analysis if quantitative research is involved).

• Collaboration & Documentation: Tools like Miro or Mural for workshops and ideation, Confluence for documentation, and potentially Jira for agile project tracking.

Analytics & Reporting:

• Familiarity with web analytics tools (e.g., Google Analytics) to understand user behavior on digital platforms.

CRM & Automation:

• While not primary focus, understanding how CRM systems or citizen relationship management platforms impact user journeys can be beneficial.

• Knowledge of workflow automation tools is a plus, as it relates to optimizing service delivery processes.

📝 Enhancement Note: This section focuses on the technical tools commonly used in UX Research and Service Design, highlighting specific software and platforms. The inclusion of analytics and CRM/automation tools broadens its relevance to operations professionals by connecting design work to broader business systems and data analysis.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core value emphasizing the importance of understanding and prioritizing the needs of citizens and service users in all design and development efforts.

• Collaboration: A strong belief in the power of cross-functional teamwork, open communication, and shared ownership to achieve project success.

• Data-Driven Decision Making: Commitment to using research insights and performance metrics to guide strategy, design choices, and continuous improvement.

• Impact & Efficiency: A focus on delivering tangible improvements to public services that enhance citizen experience and optimize operational efficiency for government agencies.

• Continuous Improvement: An ethos of ongoing learning, adaptation, and refinement of processes and services based on feedback and evolving needs.

Collaboration Style:

• Integrated Teams: Working closely within project teams, fostering a sense of shared purpose and collective responsibility for outcomes.

• Iterative Feedback: Encouraging a culture of regular feedback exchange among team members and with stakeholders to refine designs and solutions.

• Knowledge Sharing: Actively participating in sharing insights, best practices, and learnings across the team and organization to elevate collective expertise.

📝 Enhancement Note: This section infers the team's cultural values based on the nature of public sector IT projects and the role of UX/Service Design, framing them in a way that resonates with the professional values often found in operations teams, such as data-driven approaches and efficiency.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Complexity: Understanding and adapting to the unique bureaucratic structures, procurement processes, and policy requirements within government agencies.

• Balancing User Needs with Constraints: Synthesizing diverse user feedback and translating it into solutions that are feasible within technical, budgetary, and regulatory constraints specific to public sector projects.

• Cross-Agency Collaboration: Facilitating effective collaboration and alignment across multiple government departments or stakeholders with potentially differing priorities.

• Measuring Impact in Public Service: Developing meaningful metrics and demonstrating ROI for public services, which can differ from commercial contexts (e.g., focusing on citizen satisfaction, access to services, operational efficiency).

Learning & Development Opportunities:

• Public Sector Domain Expertise: Gaining in-depth knowledge of how government operates and delivers services, a highly specialized and valuable skill set.

• Advanced Design Methodologies: Opportunities to refine skills in complex service design, systems thinking, and potentially ethical design practices for public good.

• Project Management Exposure: Learning the intricacies of large-scale government IT project management, procurement, and stakeholder engagement.

• Cross-Disciplinary Skill Development: Potential to learn about adjacent areas such as policy analysis, data governance, or digital transformation strategy within the public sector.

📝 Enhancement Note: This section identifies potential challenges and growth areas, framed from an operations perspective. It highlights how overcoming these challenges can lead to specialized expertise and career advancement, relevant for ambitious operations professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex citizen service journey you have mapped and redesigned. What were the key challenges, your process, and the outcomes?" (Focus on process, problem-solving, and impact).

• "How do you balance user needs with technical or policy constraints in a project, especially within a public sector context?" (Assess adaptability, negotiation, and pragmatic solutioning).

• "Walk us through a time you used data and user research to influence a product strategy or design decision. What metrics did you track?" (Demonstrate data-driven approach and analytical skills).

Company & Culture Questions:

• "What interests you about working on public sector IT projects with Xtremax?" (Research Xtremax's mission and public sector engagements).

• "How do you stay updated on the latest UX research and service design trends, and how would you apply them to government services?" (Showcase continuous learning and industry awareness).

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role, the process you followed, the solutions you designed, and the measurable results or impact.

• Emphasize Process & Rationale: Explain why you chose certain research methods or design approaches. Show your thinking process, not just the final output.

• Quantify Outcomes: Use data and metrics where possible to demonstrate the effectiveness of your work. For public sector roles, focus on efficiency, citizen satisfaction, or accessibility improvements.

• Showcase Collaboration: Highlight how you worked with diverse teams and stakeholders, illustrating your communication and negotiation skills.

• Be Prepared for Deep Dives: Anticipate questions about specific design choices, research findings, or challenges encountered in your projects.

📝 Enhancement Note: This section provides specific, tailored interview questions and preparation advice, emphasizing how to frame answers to highlight operations-relevant skills like strategic thinking, data utilization, process integration, and stakeholder management, particularly within the context of public sector projects.

📌 Application Steps

To apply for this operations-adjacent role:

• Submit your application through the provided link on Workable.

• Portfolio Customization: Tailor your resume and portfolio to highlight experience in user research, service design, design thinking, and any relevant public sector or large-scale IT project work. Emphasize process documentation and measurable outcomes.

• Resume Optimization: Ensure your resume clearly articulates your experience with design tools (Figma, Adobe Creative Suite), agile methodologies, and stakeholder collaboration. Use keywords from the job description.

• Interview Preparation: Practice discussing your case studies, focusing on your role, process, challenges, and the impact of your work. Prepare to articulate how you would approach public sector design challenges.

• Company Research: Familiarize yourself with Xtremax Pte. Ltd., their work in the public sector, and the broader landscape of digital transformation in Singapore's government. Understand their values and approach to client engagements.

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

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