UX Service Designer 

📍 Job Overview

Job Title: UX Service Designer

Company: Kyndryl

Location: Singapore, Singapore

Job Type: Full-time

Category: User Experience (UX) / Service Design

Date Posted: March 19, 2026

Experience Level: Mid-level (3+ years)

Remote Status: On-site

🚀 Role Summary

• Design and lead the creation of meaningful, end-to-end service experiences that enhance user interaction with complex systems.

• Conduct comprehensive user and service research, leveraging qualitative and quantitative methods to uncover critical needs and pain points for citizens, businesses, and public officers.

• Translate research insights into actionable design artifacts such as service blueprints, journey maps, and experience concepts to improve service functionality across all touchpoints.

• Collaborate closely with cross-functional teams including UX, UI, engineering, and business stakeholders to ensure the delivery of usable, inclusive, and scalable service solutions.

📝 Enhancement Note: This role is positioned as a UX Service Designer, focusing on the holistic service ecosystem rather than just digital products. The emphasis is on understanding and improving entire service journeys, from initial interaction to ongoing support, with a strong research-driven approach. This aligns with GTM (Go-To-Market) operations by ensuring the services Kyndryl offers are user-friendly and effective, indirectly impacting client satisfaction and retention.

📈 Primary Responsibilities

• Plan, execute, and analyze qualitative and quantitative research to deeply understand user behaviors, motivations, and pain points within complex service environments.

• Develop comprehensive service blueprints, user journey maps, and experience prototypes that clearly articulate how services function and can be improved across various touchpoints.

• Collaborate with UX/UI designers, product managers, engineers, and business strategists to ensure design solutions are aligned with user needs, technical feasibility, and business objectives.

• Facilitate workshops and design thinking sessions to foster cross-functional alignment and drive innovation in service delivery.

• Communicate design rationale, research findings, and strategic recommendations effectively to diverse stakeholders through compelling presentations and documentation.

• Champion user-centered design principles, accessibility standards, and inclusive design practices throughout the service design lifecycle.

• Contribute to the continuous improvement of services by analyzing post-launch performance data and user feedback.

📝 Enhancement Note: The responsibilities highlight a blend of deep research, strategic design, and cross-functional collaboration, moving beyond traditional UX roles to encompass broader service ecosystem design. This is crucial for GTM success, as it ensures the services Kyndryl provides are not only functional but also delightful and effective for end-users, which is a key selling point for enterprise clients.

🎓 Skills & Qualifications

Education: Formal education or training in UX, Service Design, Interaction Design, Human-Computer Interaction (HCI), or a related discipline is preferred.

Experience: 3+ years of experience in UX design, service design, experience design, or a closely related field.

Required Skills:

• Demonstrated experience in planning and conducting qualitative user research (e.g., interviews, contextual inquiry, usability testing).

• Proven ability to conduct quantitative user research (e.g., surveys, data analysis) to identify trends and patterns.

• Strong portfolio showcasing service design thinking, research-driven insights, and end-to-end experience design projects.

• Solid understanding of user-centered design principles, accessibility (WCAG), and inclusive design practices.

• Excellent communication and presentation skills, with the ability to clearly articulate insights and design rationale to cross-functional stakeholders.

• Experience collaborating effectively with product management, engineering, and business teams in a cross-functional environment.

Preferred Skills:

• Background in service design, design research, or systems thinking.

• Experience working in agile or iterative delivery environments (e.g., Scrum, Kanban).

• Familiarity with creating and utilizing service blueprints, user journey maps, and experience concepts.

• Experience designing for the public sector, large enterprises, or complex service ecosystems.

• Understanding of design strategy and its role in informing product and business roadmaps.

📝 Enhancement Note: The required experience level and portfolio demonstration are critical for this role, indicating a need for candidates who can independently lead research and design efforts. The preference for public sector or large enterprise experience suggests the role will involve navigating complex organizational structures and diverse user needs, common in GTM operations for enterprise solutions.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a clear process for user research, from planning and recruitment to analysis and synthesis of findings.

• Showcase end-to-end service design projects, illustrating the journey from initial problem definition through to conceptualization and potential implementation.

• Include examples of detailed service blueprints or user journey maps that map out complex service interactions and touchpoints.

• Highlight how research insights directly informed design decisions and led to tangible improvements in user experience or service efficiency.

Process Documentation:

• Ability to document and articulate design processes, research methodologies, and decision-making rationales.

• Experience in creating clear and concise documentation for service blueprints, user flows, and interaction specifications.

• Demonstrate an understanding of how design processes integrate with broader agile development lifecycles and continuous improvement frameworks.

📝 Enhancement Note: A strong portfolio is paramount. Candidates should be prepared to walk through their process, demonstrating how they translate complex problems into user-centric service solutions. This is vital for GTM operations, as it proves the candidate's ability to deliver effective client-facing services.

💵 Compensation & Benefits

Salary Range: As this role is based in Singapore, a mid-level UX Service Designer with 3+ years of experience in a large enterprise like Kyndryl can expect a salary ranging from SGD 70,000 to SGD 100,000 annually. This estimate is based on market research for similar roles in Singapore, considering the cost of living, industry benchmarks for technology and consulting firms, and the specific experience level required.

Benefits:

• Comprehensive health insurance (medical, dental, vision) designed to support employee well-being.

• Retirement savings plan with company contributions.

• Paid time off, including vacation, sick leave, and public holidays.

• Opportunities for professional development, including access to training, certifications, and conferences.

• Hybrid work arrangements promoting work-life balance.

• Employee assistance programs for mental, financial, and social well-being.

• Potential for performance-based bonuses or incentives.

Working Hours: Typically 40 hours per week, with flexibility offered within a hybrid work model. Standard business hours are expected, with potential for occasional extended hours to meet project deadlines.

📝 Enhancement Note: The salary range is an estimate for Singapore based on industry data for UX Service Designers with 3-5 years of experience in large, global organizations. The benefits listed are standard for such roles and companies, with a particular emphasis on well-being and professional growth, aligning with Kyndryl's stated culture.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology Services, IT Infrastructure, Consulting. Kyndryl operates in the space of running and reimagining mission-critical technology systems for global businesses.

Company Size: Large Enterprise (Kyndryl has over 90,000 employees globally). This size indicates a structured environment with established processes, extensive resources, and opportunities for global collaboration.

Founded: 2021 (as a spin-off from IBM). This relatively recent founding as an independent entity suggests a culture that may blend established corporate practices with a drive for innovation and new ways of working.

Team Structure:

• The UX Service Design role likely sits within a broader Design, Digital, or Technology organization, potentially reporting to a Design Lead or Director.

• The team is global, implying collaboration across different time zones and cultural backgrounds, requiring strong communication and remote collaboration skills.

Methodology:

• Emphasis on user-centered design and research-driven decision-making to ensure services meet real-world needs.

• Likely adoption of agile or iterative methodologies for service development and improvement, allowing for flexibility and continuous refinement.

• Focus on leveraging AI-powered insights to inform strategy and drive efficiency in service delivery.

• A culture that values curiosity, empathy, and continuous learning, as highlighted in the job description.

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

📝 Enhancement Note: Kyndryl's size and industry position mean this role will involve working on complex, large-scale projects that are critical to client operations. The culture emphasizes empathy and learning, suggesting a supportive environment for growth, which is beneficial for operations professionals focused on process improvement and client success.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-level, requiring 3+ years of experience, indicating an individual contributor role with significant responsibility for leading design initiatives. It sits within the broader "Design" or "User Experience" function, which directly supports the Go-To-Market (GTM) strategy by ensuring the services Kyndryl offers are compelling and effective for clients.

Reporting Structure: The UX Service Designer will likely report to a Senior UX Designer, Design Manager, or Head of Experience Design. They will collaborate extensively with cross-functional teams, including product managers, engineers, business analysts, and client account managers.

Operations Impact:

• Client Satisfaction: By designing intuitive and effective services, the UX Service Designer directly impacts client satisfaction and the perceived value of Kyndryl's offerings.

• Efficiency & Scalability: Designing streamlined service journeys can lead to greater operational efficiency for both Kyndryl and its clients, reducing support costs and improving resource allocation.

• Competitive Differentiation: Superior service design can be a key differentiator in the competitive IT services market, attracting new clients and retaining existing ones.

• Revenue Enablement: Well-designed services can lead to higher adoption rates, increased usage, and potentially upsell opportunities, indirectly contributing to revenue growth.

Growth Opportunities:

• Specialization: Deepen expertise in service design, user research, or specific industry verticals (e.g., public sector, enterprise).

• Leadership: Progress to Senior UX Service Designer, Lead Service Designer, or Design Manager roles, overseeing teams and strategic design initiatives.

• Strategic Design: Move into roles focused on design strategy, innovation, or user experience leadership within Kyndryl.

• Cross-functional Moves: Leverage design expertise in adjacent roles like Product Management, Technical Program Management, or Client Solutions Architecture.

📝 Enhancement Note: For operations professionals, understanding how design impacts client-facing services and their commercial viability is key. This role offers a clear path to influencing client success and expanding into strategic or leadership positions within a global IT services organization.

🌐 Work Environment

Office Type: Kyndryl emphasizes a hybrid-friendly culture, suggesting a blend of remote work and in-office collaboration. The Singapore office is likely a modern, well-equipped workspace designed to foster collaboration and innovation.

Office Location(s): Singapore (Specific address provided in job posting details, likely in a business hub). The location in Singapore signifies a presence in a major APAC economic center, offering opportunities for regional exposure.

Workspace Context:

• Collaborative Spaces: The office is expected to feature collaborative zones, meeting rooms, and potentially dedicated design studios to facilitate teamwork and ideation.

• Technology & Tools: Access to standard office technology, high-speed internet, and specialized design software and hardware will be provided to support the role's requirements.

• Team Interaction: Opportunities for regular interaction with local and global design teams, as well as cross-functional colleagues, through planned meetings, workshops, and informal communication channels.

Work Schedule: Flexible hybrid work schedule, balancing in-office presence with remote work. Standard working hours (e.g., 9 AM - 6 PM SGT) are typical, but flexibility is provided. This allows for focused work sessions and effective participation in global team meetings.

📝 Enhancement Note: The hybrid model is designed to offer flexibility while ensuring teams can connect and collaborate effectively. For operations roles, this balance is crucial for maintaining productivity and fostering a positive work environment, especially when dealing with complex, ongoing projects.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter call to assess basic qualifications, cultural fit, and interest in the role.

• Portfolio Review & Presentation: Candidates will be asked to present their portfolio, detailing specific case studies that demonstrate their service design process, research capabilities, and impact. This is a critical stage where your ability to articulate your thought process and outcomes is evaluated.

• Technical/Hiring Manager Interview: In-depth discussion with the hiring manager or a senior designer, focusing on design philosophy, problem-solving skills, and experience with specific methodologies (e.g., journey mapping, service blueprints).

• Cross-functional Interview: Conversation with potential collaborators from product, engineering, or business teams to assess teamwork, communication, and ability to integrate design into broader development cycles.

• Final Interview/Debrief: Potentially a final conversation with a design leader or senior stakeholder to confirm fit and discuss career aspirations.

Portfolio Review Tips:

• Curate Selectively: Choose 3-4 of your strongest projects that best represent your service design and research skills, focusing on those with clear impact.

• Tell a Story: For each project, clearly articulate the problem statement, your role, the research methods used, key insights, design decisions, challenges, and measurable outcomes.

• Focus on Process: Emphasize your thought process and how you arrived at your solutions, rather than just showing polished final screens. Explain why you made certain choices.

• Showcase Research: Clearly demonstrate how user research informed your design decisions and led to improvements.

• Highlight Collaboration: If possible, include examples of how you collaborated with other teams and managed stakeholder expectations.

• Prepare for Questions: Anticipate questions about your design philosophy, how you handle constructive criticism, and how you measure success.

Challenge Preparation:

• Be prepared for a design challenge, which might involve analyzing a given scenario, proposing a service design approach, or sketching out potential solutions.

• Focus on demonstrating your structured thinking, research-driven approach, and ability to translate complex problems into actionable design concepts.

• Practice articulating your ideas concisely and persuasively, even under time constraints.

📝 Enhancement Note: The portfolio presentation is the most crucial part of the application process for this role. Candidates must be ready to demonstrate not just design skills but also a strategic, research-led approach to solving complex service design problems, directly relevant to Kyndryl's GTM strategy for its services.

🛠 Tools & Technology Stack

Primary Tools:

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

• Research & Collaboration: Miro, Mural, Confluence, Jira, UserTesting.com, SurveyMonkey, Google Forms.

• Documentation: Microsoft Office Suite (Word, PowerPoint, Excel), Google Workspace.

Analytics & Reporting:

CRM & Automation:

• Understanding of how CRM systems (e.g., Salesforce) and automation tools indirectly influence customer journeys and service touchpoints is helpful, though direct hands-on experience might not be required.

📝 Enhancement Note: Proficiency in core UX/Service Design tools is essential. Familiarity with collaboration and documentation tools is also important for working effectively within a large enterprise. This stack supports the operational aspect of designing and iterating on client-facing services.

👥 Team Culture & Values

Operations Values:

• Curiosity: A drive to understand user needs, explore complex problems, and discover new solutions.

• Empathy: A deep care for people, understanding user perspectives, and designing with inclusivity and human-centeredness in mind.

• Growth Mindset: A commitment to continuous learning, embracing feedback, and adapting to new challenges and technologies.

• Collaboration: Working effectively with diverse teams to achieve shared goals and deliver impactful services.

• Purposeful Work: A desire to make a tangible difference by improving essential services that impact many.

Collaboration Style:

• Cross-functional Integration: Expect to work closely with product managers, engineers, business analysts, and client-facing teams, requiring strong communication and negotiation skills.

• Iterative Feedback Loops: An environment that encourages regular feedback on designs and research findings to refine solutions.

• Knowledge Sharing: A culture that values sharing best practices, insights, and learnings across the design team and with other departments.

📝 Enhancement Note: The emphasis on curiosity, empathy, and growth aligns with the core principles needed for successful operations roles that focus on continuous improvement and client success. A collaborative style is essential for integrating design thinking into Kyndryl's GTM strategies.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Scale: Designing for large-scale, mission-critical systems in a global enterprise can be complex, requiring careful consideration of diverse user needs and technical constraints.

• Navigating Stakeholder Needs: Balancing the requirements and expectations of multiple stakeholders across different business units and client organizations.

• Translating Research into Impact: Ensuring that research insights are effectively translated into actionable design changes that deliver measurable business and user value.

• Keeping Pace with Technology: Adapting design approaches to evolving technologies, including AI, and understanding their impact on service delivery.

Learning & Development Opportunities:

• Formal Training: Access to Kyndryl's extensive learning platforms, offering courses, certifications, and workshops in UX, service design, AI, and other relevant technologies (e.g., with Microsoft, Google, Amazon).

• Mentorship: Opportunities to learn from experienced designers and leaders within the organization.

• Project Diversity: Working on a variety of projects across different industries and service types to broaden experience.

• Career Pathing: Clear pathways for career progression into senior design, leadership, or strategic roles.

📝 Enhancement Note: The challenges presented are typical for a large enterprise and offer significant opportunities for skill development. For operations professionals, these challenges translate into valuable experience in managing complex projects, influencing strategy, and driving efficiency in a global context.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you've designed. What was the problem, your approach, and the outcome?" (Focus on your process, research, and impact.)

• "How do you balance user needs with business objectives and technical constraints?" (Demonstrate your strategic thinking and negotiation skills.)

• "Walk us through a service blueprint you've created. What insights did it reveal, and how did it influence design decisions?" (Showcase your understanding of service design artifacts and their application.)

Company & Culture Questions:

• "What interests you about Kyndryl and this specific role?" (Research Kyndryl's mission, values, and recent projects.)

• "How do you contribute to a collaborative team environment?" (Provide examples of your teamwork and communication style.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, follow a clear story arc: Problem -> Research -> Insights -> Solution -> Impact.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your designs (e.g., increased task completion rates, reduced error rates, improved user satisfaction scores).

• Be Prepared to Dive Deep: Anticipate questions about your specific contributions, methodology, and decision-making process within each project.

• Showcase Your Process: Clearly explain how you arrived at your solutions, emphasizing research and iterative refinement.

📝 Enhancement Note: The interview process will heavily weigh your ability to articulate your experience and thought process, particularly through your portfolio. Demonstrating a structured, research-driven approach to service design is key to showcasing your value in improving Kyndryl's GTM offerings.

📌 Application Steps

To apply for this UX Service Designer position:

• Submit your application through the Kyndryl careers portal via the provided link.

• Portfolio Customization: Tailor your portfolio to highlight projects that demonstrate your end-to-end service design capabilities, user research expertise, and experience with complex ecosystems, similar to Kyndryl's operations.

• Resume Optimization: Ensure your resume clearly articulates your experience in UX, service design, and user research, using keywords from the job description such as "service blueprints," "journey maps," "qualitative research," and "inclusive design." Quantify achievements where possible.

• Interview Preparation: Practice presenting your portfolio case studies. Be ready to discuss your design process, research methodologies, and how you translate insights into tangible improvements. Prepare to articulate your understanding of Kyndryl's business and its services.

• Company Research: Familiarize yourself with Kyndryl's services, mission, values, and recent news. Understand their focus on mission-critical technology and how service design contributes to their client offerings and GTM strategy.

⚠️ 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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