M01 - Service Designer

📍 Job Overview

Job Title: M01 - Service Designer

Company: FPT Asia Pacific Pte Ltd

Location: Singapore, Singapore

Job Type: Full-time

Category: Service Design / Product Discovery Operations

Date Posted: 2026-09-11

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• Drive discovery research initiatives to understand and optimize agency team workflows in translating business ideas into actionable digital product requirements.

• Map end-to-end processes from initial concept to buildable requirements, identifying critical friction points and unmet needs within agency teams.

• Synthesize complex research findings into clear, structured insights that directly inform the design of digital tools and AI-assisted agents.

• Prototype and test process interventions and workflow concepts to validate their effectiveness in improving requirement clarity and actionability.

• Collaborate closely with cross-functional teams including Product, Design, and Engineering to ensure research insights are integrated into solution development.

📝 Enhancement Note: This role is positioned within an operational context, focusing on the "how" of requirement definition for digital products. The emphasis on "0-to-1 environment" and "exploratory" suggests a need for individuals comfortable with ambiguity and driving foundational process improvements that will later be scaled or productized. The "AI-assisted agent" aspect points towards a forward-thinking approach to operational efficiency.

📈 Primary Responsibilities

• Conduct in-depth discovery research with agency teams to meticulously understand their current methodologies for idea development, information gathering, and translating business needs into digital product requirements.

• Develop comprehensive end-to-end journey maps, illustrating the complete flow from an initial business concept to the final stage of clearly defined and buildable requirements.

• Proactively identify and document challenge areas, information silos, process inefficiencies, and points of divergence within existing team workflows.

• Analyze and identify recurring patterns, critical friction points, user behaviors, and unmet needs across diverse agency teams to inform strategic interventions.

• Skillfully synthesize complex, fragmented, and often ambiguous research findings into structured, actionable insights and clear narratives for various stakeholders.

• Translate synthesized research findings into robust design principles, clearly defined opportunity areas, and detailed requirements that will guide the conceptualization and design of supporting digital tools or AI-assisted agents.

• Design, prototype, and rigorously test process interventions, novel workflows, and innovative concepts to empirically validate their efficacy in enhancing team clarity and the development of more actionable requirements.

• Plan, design, and facilitate interactive workshops to effectively frame complex problems, foster stakeholder alignment, explore potential opportunities, and critically evaluate emerging concepts.

• Foster seamless collaboration with Product Management, Design, Engineering, and other relevant stakeholders to ensure that discovery insights are effectively translated into tangible solution development.

• Articulate research findings, strategic recommendations, and the underlying design rationale with exceptional clarity to both technical and non-technical audiences.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on process discovery, mapping, and optimization, which are core to Revenue Operations and Sales Operations functions. The output of this role is not just insights, but actionable requirements for tools that improve operational efficiency in a complex GTM context.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field. Master's degree preferred for advanced strategic roles.

Experience: A minimum of 5 years of progressive experience in Service Design, UX Research, Product Discovery, or a closely related discipline. Demonstrated success in navigating and bringing clarity to ambiguous or complex problem spaces, leading teams toward defined, actionable outcomes.

Required Skills:

• Proven expertise in generative research methodologies and advanced synthesis techniques, capable of transforming messy, scattered, or incomplete information into structured, actionable insights.

• Extensive experience conducting qualitative research, including in-depth stakeholder interviews, generative discovery sessions, and detailed process mapping.

• Strong capability in designing for processes, services, and complex workflows, with a strategic focus beyond just user interface (UI) design.

• Demonstrated ability to translate research findings into impactful design principles, clearly defined opportunity areas, actionable requirements, and innovative solution concepts.

• Exceptional workshop facilitation skills, with a proven track record of guiding diverse stakeholders through effective problem framing, collaborative ideation, and strategic alignment processes.

• Confident and adept stakeholder engagement and communication skills, effective across both technical and non-technical audiences, ensuring buy-in and clear understanding.

• Proven ability to operate independently and drive initiatives within an exploratory "0-to-1" environment where the final product or solution may not yet be clearly defined.

• High comfort level with experimentation, rapid prototyping, iterative testing, and adapting solutions based on empirical evidence and user feedback. Preferred Skills:

• Prior exposure to or a strong interest in AI-assisted tools, AI agents, or AI-enabled product experiences.

• Experience in a consulting or agency environment, working with diverse clients and project types.

• Familiarity with agile development methodologies and how design research integrates into sprint cycles.

• Understanding of business strategy and how operational improvements contribute to overarching company goals.

• Experience with journey mapping tools and process visualization software.

📝 Enhancement Note: The experience requirement of "5 years" combined with the "0-to-1 environment" context suggests this role is not entry-level but requires seasoned professionals who can operate with autonomy and drive foundational operational improvements. The emphasis on "design for processes, services, and workflows" is a critical differentiator for operations-focused roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase 2-3 detailed case studies demonstrating your ability to navigate ambiguous problem spaces and deliver clear, actionable outcomes for digital products or services.

• For each case study, clearly articulate the initial problem statement, your discovery process, the research methodologies employed, and the synthesized insights derived.

• Detail how your insights directly informed the design principles, requirements, or solution concepts developed for the project.

• Include examples of process mapping, journey mapping, or workflow visualizations that illustrate your understanding of complex operational flows.

• Demonstrate your experience in prototyping and testing process interventions or workflow concepts, highlighting the outcomes and learnings. Process Documentation:

• Evidence of designing and documenting new or improved workflows that enhance efficiency, clarity, or output quality.

• Examples of how you have translated user research and stakeholder feedback into formal process documentation or design specifications.

• Documentation of iterative process improvements based on testing, feedback, and performance analysis.

📝 Enhancement Note: For operations roles, a portfolio is critical for demonstrating tangible impact. This role requires showcasing not just the "what" but the "how" – the specific processes and methodologies used to achieve clarity and actionable outcomes, especially in the context of defining requirements for tools.

💵 Compensation & Benefits

Salary Range:

Given the specialized nature of the role, the location in Singapore, and the experience level (5-10 years), a competitive salary range is estimated.

• Estimated Annual Salary: SGD 90,000 - SGD 130,000 per annum.

Explanation for Estimate:

This range is based on industry benchmarks for experienced Service Designers and UX Researchers in high-cost-of-living cities like Singapore. It considers the demand for professionals skilled in product discovery, process optimization, and working in "0-to-1" environments. FPT Asia Pacific, as a significant technology player, is likely to offer compensation commensurate with the expertise required for this exploratory role.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off (PTO), including annual leave, sick leave, and public holidays.

• Professional development opportunities, including training, workshops, and conference attendance.

• Opportunities to work with cutting-edge AI technologies and contribute to innovative digital products.

• Collaborative and dynamic work environment with a focus on continuous learning and improvement.

• Potential for performance-based bonuses or incentives.

• Access to company-sponsored wellness programs. Working Hours:

• Standard working hours are typically 40 hours per week.

• Flexibility may be offered based on project needs and team agreements, with a focus on delivering outcomes rather than strict adherence to hours.

📝 Enhancement Note: Salary estimation is based on Singapore market rates for experienced design and research professionals, adjusted for the specific operational focus of this role. Benefits are standard for reputable tech companies in the region.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, IT Services & Consulting, Software Development. FPT Asia Pacific is part of FPT Corporation, a global leading IT services provider. This industry context means the company operates in a fast-paced, innovation-driven environment where efficiency and cutting-edge solutions are paramount.

Company Size: FPT Corporation is a large enterprise with over 100,000 employees globally. FPT Asia Pacific Pte Ltd, while a regional entity, benefits from the resources and reach of a major corporation, suggesting a structured yet dynamic operational framework. This size implies opportunities for cross-functional collaboration and exposure to diverse projects.

Founded: FPT Corporation was founded in 1988. This long history indicates stability, experience, and a deep understanding of the technology landscape, which can translate into well-established operational processes and a culture that values expertise and long-term growth.

Team Structure:

• The Service Designer will likely be part of a Product Development or Innovation team, working closely with Product Managers, UX/UI Designers, Researchers, and Engineers.

• Reporting may be to a Head of Design, Head of Product, or a specific project lead, depending on the organizational structure within FPT Asia Pacific.

• Cross-functional collaboration is essential, requiring close partnership with agency teams to understand their needs and with development teams to translate insights into buildable requirements. Methodology:

• Data Analysis & Insights: Emphasis on rigorous qualitative research and data synthesis to uncover user behaviors, pain points, and process inefficiencies. Insights are expected to be actionable and directly inform strategy.

• Workflow Planning & Optimization: Core to the role is mapping, analyzing, and redesigning workflows to improve clarity, efficiency, and the quality of output (i.e., requirements).

• Automation & Efficiency: The project's goal of creating digital tools or AI-assisted agents directly points to a company-wide focus on leveraging technology to automate processes and enhance operational efficiency.

Company Website: https://www.fpt-software.com/ (Assuming this is the relevant operational website for FPT Asia Pacific's software services division)

📝 Enhancement Note: The company's scale and history suggest a robust operational backbone, while the project's nature points to an innovation-focused arm. The Service Designer will bridge the gap between user needs and technological solutions, a crucial function in a large tech organization aiming for efficiency.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Senior or Lead Service Designer, focusing on foundational discovery and process definition in an exploratory "0-to-1" phase. It requires significant autonomy and the ability to shape the direction of a new initiative, making it a key contributor role rather than a junior or mid-level position.

Reporting Structure: The Service Designer will likely report to a senior leader within Product, Design, or Innovation. They will work closely with cross-functional teams, acting as a central hub for understanding user needs and translating them into product requirements. This structure allows for direct influence on product direction.

Operations Impact: The Service Designer's work will have a direct impact on the efficiency and effectiveness of digital product development processes within agency teams. By clarifying requirements and designing better workflows, they will reduce ambiguity, minimize rework, and ultimately accelerate the delivery of high-quality digital products. The success of the digital tool or AI agent designed will be a direct measure of their impact.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in service design, product discovery, and process optimization within a large, global technology organization. Gain experience in defining requirements for AI-powered tools.

• Leadership Potential: Opportunity to lead design discovery initiatives, mentor junior designers or researchers, and potentially transition into product management or lead design roles as the project matures.

• Strategic Influence: Contribute to the strategic direction of new product development, influencing how digital products are conceived and built within the organization.

• Cross-functional Expertise: Develop strong collaborative skills and a deep understanding of product development lifecycles across different disciplines (design, engineering, product).

📝 Enhancement Note: This role offers a unique opportunity for growth by being involved in the foundational stages of product development, particularly with AI integrations. The emphasis on process and operational efficiency makes it a valuable stepping stone for future leadership roles in operations or product.

🌐 Work Environment

Office Type: On-site, within FPT Asia Pacific's Singapore office. This suggests a professional, corporate office environment typical of a large technology company.

Office Location(s): Singapore. This provides access to a vibrant, international business hub with excellent infrastructure and connectivity.

Workspace Context:

• Collaborative Environment: The role necessitates active collaboration with various teams, suggesting an office layout that supports teamwork, workshops, and informal discussions. Expect shared workspaces, meeting rooms, and potentially project-specific team areas.

• Tools & Technology: Access to standard office productivity tools, design software, and potentially specialized research or prototyping platforms provided by FPT. The project itself aims to define requirements for new tools, so the current environment will likely be equipped for exploration and development.

• Team Interaction: Frequent interaction with colleagues from Product, Design, Engineering, and potentially client-side agency teams (if applicable), fostering a dynamic and communicative atmosphere.

Work Schedule:

• The standard work schedule is likely Monday to Friday, approximately 40 hours per week.

• Given the exploratory nature of the project and potential client interactions, some flexibility may be expected, but the core work will be performed during business hours within the Singapore time zone.

📝 Enhancement Note: The on-site nature in Singapore emphasizes a professional, collaborative setting where direct interaction is key to the discovery and design process. This is typical for roles requiring deep stakeholder engagement and workshop facilitation.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess experience in service design, product discovery, and relevant skills.

• First Interview: Typically with a hiring manager or senior team member to discuss your background, experience with ambiguous problems, and approach to generative research and process mapping. Expect behavioral questions and a high-level overview of your portfolio.

• Case Study Presentation/Workshop: You may be asked to present one of your portfolio case studies in detail or participate in a simulated workshop exercise to demonstrate your problem-framing, facilitation, and synthesis skills. This is where your ability to articulate process improvements will be key.

• Technical/Team Interview: Further discussion with potential peers or stakeholders (e.g., Product Manager, Lead Designer) to assess technical fit, collaboration style, and understanding of the project's goals.

• Final Interview: Potentially with a senior leader to discuss strategic fit, long-term vision, and cultural alignment.

Portfolio Review Tips:

• Focus on Process & Impact: For each case study, clearly articulate the "problem" (especially operational or process-related ones), your "process" (discovery, research, mapping, synthesis), and the "impact" (actionable insights, design principles, requirements, or tested solutions).

• Showcase Ambiguity Navigation: Highlight instances where you took a messy, ill-defined problem and brought structure and clarity to it. Emphasize how you moved from scattered information to actionable outcomes.

• Demonstrate Synthesis: Clearly show how you synthesized complex qualitative data into compelling insights that drove design decisions.

• Highlight Workflow Design: If applicable, include examples where you designed or optimized a service workflow, process, or user journey.

• Quantify Where Possible: While qualitative roles often lack hard numbers, try to infer or discuss the potential impact of your solutions on efficiency, clarity, or time savings.

Challenge Preparation:

• Problem Framing: Be ready to discuss how you approach understanding and framing complex, ill-defined problems.

• Research Methodology: Prepare to explain your go-to generative research methods and why you choose them.

• Synthesis Techniques: Be prepared to walk through how you organize and make sense of research findings.

• Facilitation Scenarios: Think about how you would facilitate a workshop for problem framing or ideation with a diverse group.

• AI Interest: Be ready to articulate your thoughts on how AI can assist in operational processes or requirement definition.

📝 Enhancement Note: The emphasis on a portfolio review and potential case study presentation highlights the need for candidates to demonstrate practical application of their skills, particularly in process analysis and insight generation relevant to operations.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Research Tools: Figma, Sketch, Adobe XD for prototyping and wireframing; Miro, Mural for collaborative whiteboarding and workshop facilitation; Dovetail, UserTesting.com, or similar for qualitative research synthesis and analysis.

• Process Mapping Tools: Lucidchart, Visio, or similar for creating detailed workflow and journey maps.

• Data Synthesis Platforms: Tools for organizing and analyzing qualitative data (e.g., NVivo, ATLAS.ti, or advanced spreadsheet/database configurations).

Analytics & Reporting:

• While not a primary focus, familiarity with analytics concepts for understanding user behavior and process performance would be beneficial. Tools like Google Analytics or product-specific analytics platforms may be relevant for understanding the impact of designed solutions. CRM & Automation:

• Understanding of how CRM systems (e.g., Salesforce) and automation platforms function within business processes can provide context for how digital tools integrate into broader operational ecosystems, although direct hands-on experience with these may not be required.

📝 Enhancement Note: The technology stack emphasizes tools for research, collaboration, prototyping, and process visualization. The mention of AI-assisted tools suggests an openness to integrating newer technologies into the operational toolkit.

👥 Team Culture & Values

Operations Values:

• Clarity & Precision: A strong emphasis on moving from ambiguity to clear, actionable definitions, particularly in requirements and processes.

• Efficiency & Effectiveness: A drive to optimize workflows and identify solutions that improve operational performance and reduce wasted effort.

• User-Centricity: Deep understanding of user (agency teams) needs and pain points as the foundation for designing effective solutions.

• Collaboration & Communication: Valuing open dialogue, shared understanding, and effective communication across diverse teams and stakeholders.

• Innovation & Experimentation: An openness to exploring new approaches, testing hypotheses, and iterating based on evidence.

Collaboration Style:

• Cross-functional Integration: Expect a highly collaborative environment where the Service Designer acts as a bridge between different departments, facilitating understanding and alignment.

• Process Review Culture: A willingness to openly discuss, critique, and refine existing and proposed processes. Feedback is expected to be constructive and geared towards improvement.

• Knowledge Sharing: Encouragement to share research findings, insights, and best practices across teams to foster collective learning and enhance operational capabilities.

📝 Enhancement Note: The values align with a methodical, results-oriented approach to operations and product development, emphasizing precision and collaboration to achieve efficiency and innovation.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity: The primary challenge will be operating effectively in an "0-to-1" environment where the problem space and potential solutions are not yet clearly defined.

• Translating Insights to Action: Converting complex qualitative research into concrete, buildable requirements for digital products or AI agents requires strong synthesis and communication skills.

• Stakeholder Alignment: Gaining consensus and buy-in from diverse stakeholders with potentially different priorities and perspectives.

• Prototyping & Testing in an Exploratory Phase: Demonstrating value and iterating on concepts when the final product vision is still evolving.

Learning & Development Opportunities:

• AI Integration: Gain hands-on experience in defining requirements for AI-assisted tools and agents, a rapidly growing field.

• Service Design Leadership: Develop leadership skills by driving foundational discovery and shaping new product initiatives.

• Cross-Disciplinary Mastery: Enhance understanding and collaboration across Design, Product Management, and Engineering functions within a global IT services context.

• Industry Exposure: Work on projects that leverage FPT's broad IT expertise, offering exposure to various technologies and client needs.

📝 Enhancement Note: The challenges are inherent to exploratory roles, offering significant growth by pushing candidates to develop advanced problem-solving and strategic thinking capabilities within an operational context.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to move from a highly ambiguous business problem to a set of clear, actionable requirements. What was your process, and what were the outcomes?" (Focus on your methodology, stakeholder engagement, and synthesis.)

• "How do you approach mapping a complex service or operational workflow? What tools do you use, and how do you ensure accuracy and stakeholder buy-in?" (Demonstrate your process mapping skills and collaboration approach.)

• "Imagine we're building an AI agent to help agency teams define requirements. What are the biggest challenges you foresee, and how would you begin to research and design for it?" (Showcase your understanding of AI potential and your discovery process.) Company & Culture Questions:

• "What interests you about FPT Asia Pacific and this specific '0-to-1' project focusing on requirement discovery?" (Research FPT's mission, values, and recent work.)

• "How do you approach collaboration with engineers and product managers when translating research insights into technical requirements?" (Highlight your cross-functional communication and teamwork skills.)

• "How do you ensure your research and design work directly contributes to business objectives or operational efficiency?" (Emphasize your understanding of impact and ROI.) Portfolio Presentation Strategy:

• Storytelling: Structure your case studies as narratives, clearly outlining the problem, your journey, your actions, and the results.

• Process Visualization: Use diagrams, maps, and flowcharts to visually explain your process and findings.

• Insight Articulation: Clearly state the key insights derived from your research and explain their significance.

• Actionable Outcomes: Show how your work led to tangible outputs, such as design principles, user stories, or tested solution concepts.

• Focus on Operations: For this role, emphasize any aspects of your work that involved improving processes, workflows, or operational efficiency.

📝 Enhancement Note: Interview preparation should focus on demonstrating a structured approach to problem-solving, strong research and synthesis skills, and the ability to translate findings into actionable requirements, especially for operational tools and AI.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on the FPT Asia Pacific careers page.

• Tailor your resume: Highlight specific experiences in service design, product discovery, generative research, process mapping, and working with ambiguous problems. Use keywords from the job description.

• Curate your portfolio: Select 2-3 strong case studies that best showcase your ability to navigate complexity, conduct discovery, synthesize research, and influence product/process design. Ensure your portfolio emphasizes process optimization and requirement definition for digital products.

• Prepare your presentation: Practice articulating your case studies, focusing on your process, insights, and the impact of your work. Be ready to discuss how your approach can benefit the current project.

• Research FPT Asia Pacific: Understand their business, their role in the IT services industry, and any publicly available information about their innovation initiatives or use of AI.

⚠️ 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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