M02 - Service Designer

📍 Job Overview

Job Title: Service Designer

Company: FPT Asia Pacific Pte Ltd

Location: Singapore, Singapore

Job Type: Full-Time

Category: Service Design / UX Design / Operations Process Improvement

Date Posted: October 1, 2026

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

Remote Status: On-site

🚀 Role Summary

• Shape the digital experience of a next-generation Facilities Management (FM) platform by focusing on service design and user-centric principles.

• Conduct in-depth user research and stakeholder analysis to identify operational needs, pain points, and opportunities for improvement within existing FM applications.

• Design end-to-end service journeys, future-state workflows, and intuitive interfaces across multiple digital touchpoints and business processes.

• Collaborate closely with product managers, engineers, AI specialists, and business stakeholders to translate operational requirements into actionable product features and AI-enabled user experiences.

• Drive business process improvement initiatives by mapping, analyzing, and streamlining workflows to enhance service delivery and user productivity.

📝 Enhancement Note: This role is not a traditional Revenue Operations or Sales Operations role but significantly intersects with operations by focusing on the efficiency and effectiveness of operational processes within the Facilities Management domain through service design principles. The emphasis on business process improvement, workflow analysis, and the design of operational systems positions it as a valuable opportunity for operations professionals looking to leverage their skills in a design-focused context.

📈 Primary Responsibilities

• Lead service discovery initiatives through planning and facilitating stakeholder workshops, interviews, co-design sessions, and comprehensive user research activities.

• Conduct contextual research, including interviews and observations, to deeply understand user needs, current operational processes, and identify critical service gaps within the Facilities Management domain.

• Analyze existing workflows, pinpointing pain points, workarounds, and inefficiencies to inform design recommendations and strategic improvements.

• Translate complex research findings into actionable insights and compelling design recommendations, developing key service design artifacts such as personas, journey maps, and service blueprints.

• Design end-to-end user journeys that span across multiple applications, services, and intricate business processes, ensuring a cohesive and intuitive user experience.

• Develop future-state workflows, innovative service concepts, and optimized operating models that align with business objectives and user needs.

• Create wireframes, interactive prototypes, and detailed experience concepts to effectively validate proposed solutions with end-users and stakeholders.

• Ensure a consistent, intuitive, and user-friendly experience across all digital touchpoints of the FM platform.

• Design solutions specifically aimed at simplifying complex operational processes and significantly improving user productivity within the Facilities Management context.

• Collaborate closely with product managers to identify emerging user needs, strategic opportunities, and effectively prioritize product backlogs.

• Translate multifaceted business and operational requirements into clear, concise user stories and detailed functional requirements for development teams.

• Support the strategic definition of Minimum Viable Products (MVPs), release scopes, and robust user validation plans.

• Ensure all proposed solutions are strategically aligned with identified user needs, overarching business objectives, and critical operational requirements.

• Map and meticulously analyze current-state and future-state business processes to identify key areas for streamlining and efficiency gains.

• Identify and champion opportunities to reduce manual activities, optimize service delivery, and support the modernization and migration of existing FM applications.

• Work collaboratively with stakeholders to rigorously validate proposed processes and service improvements prior to their implementation.

• Partner with AI and engineering teams to identify and design opportunities for AI-assisted experiences within the FM platform.

• Design intuitive conversational interfaces, effective search-based interactions, and practical AI-assisted user journeys.

• Contribute to the development of intelligent search, knowledge discovery, automation, and productivity solutions that enhance operational efficiency.

• Ensure AI-enabled experiences are designed to be transparent, practical, user-centric, and easy to understand for operational staff.

• Plan and facilitate concept testing, usability testing, and comprehensive user validation activities throughout the product development lifecycle.

• Gather, analyze, and effectively incorporate user feedback to iteratively refine designs and ensure successful implementation.

• Collaborate closely with engineering teams to ensure that designs are translated into high-quality, functional products.

• Actively participate in Agile ceremonies, including sprint planning, backlog refinement, and release reviews, to maintain project momentum.

• Support user adoption strategies and change management initiatives to ensure successful integration of new platform features and processes.

📝 Enhancement Note: The primary responsibilities are heavily focused on the discovery, design, and validation phases of product development, with a strong emphasis on understanding and improving operational workflows. For an operations professional, highlighting experience in process mapping, workflow analysis, requirements gathering, and user feedback integration would be crucial for this role.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Computer Science, Business, or a related field, or equivalent practical experience.

Experience: 5-10 years of progressive experience in service design, UX design, human-centered design, product design, or a closely related discipline.

Required Skills:

• Proven experience in service design, UX design, human-centered design, product design, or a related discipline.

• Deep understanding of user research methodologies, service design principles, and design thinking frameworks.

• Demonstrated experience conducting stakeholder interviews, user research, workshops, and co-design sessions to gather insights.

• Hands-on experience developing key service design artifacts, including journey maps, service blueprints, personas, process maps, wireframes, and interactive prototypes.

• Strong capabilities in business process analysis and proven success in business process redesign initiatives.

• Ability to effectively translate user, business, and operational needs into clear, actionable product and functional requirements.

• Experience working collaboratively with product managers, engineers, and diverse business stakeholders within Agile delivery environments.

• Excellent analytical, problem-solving, facilitation, and stakeholder management skills to navigate complex project landscapes.

• Strong written and verbal communication skills, with the ability to articulate complex ideas clearly and persuasively.

• Proficiency in using design and collaboration tools such as Figma, Miro, FigJam, Lucidchart, or equivalent platforms for concept development and documentation. Preferred Skills:

• Experience designing enterprise-level systems, government platforms, workflow management systems, case management systems, or other complex operational systems.

• Familiarity with the Facilities Management (FM) industry, smart estates, property technology, or the broader built environment sector.

• Experience designing and implementing AI-enabled experiences, enterprise search solutions, conversational interfaces, or intelligent automation initiatives.

• Proven experience supporting digital transformation programs, application modernization efforts, or large-scale platform migration projects.

📝 Enhancement Note: For operations professionals, the "Business Process Improvement" and "Product & Requirements Definition" aspects of the required skills are particularly relevant. Highlighting experience with process mapping tools and translating business needs into technical requirements will be key.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 distinct projects that demonstrate a deep understanding of service design and user research methodologies.

• Include detailed case studies that clearly illustrate the problem statement, your role, the design process followed, and the impact of your solutions.

• For each project, clearly articulate the user research conducted, the key insights derived, and how these insights informed the final design decisions.

• Provide examples of service blueprints, customer journey maps, and user flow diagrams that illustrate complex service ecosystems and user interactions.

• Demonstrate the creation of wireframes and interactive prototypes, explaining the rationale behind key design choices and how they addressed identified user needs or operational challenges.

• Include examples of business process mapping and redesign, illustrating how you streamlined workflows or improved operational efficiency through design interventions.

• Clearly articulate the metrics or outcomes used to measure the success of your design solutions, focusing on user adoption, efficiency gains, or satisfaction improvements. Process Documentation:

• Provide examples of how you have documented user research findings, including synthesis of qualitative and quantitative data.

• Showcase examples of how you have translated research insights into actionable design recommendations and product requirements.

• Include documentation of collaborative design processes, such as workshop outputs or co-design session summaries.

• Demonstrate how you have documented future-state service blueprints or workflow diagrams to guide implementation.

• Provide examples of how you have documented user feedback and incorporated it into iterative design improvements.

📝 Enhancement Note: Operations professionals can adapt their experience in documenting processes, requirements, and project outcomes to meet these portfolio expectations. Highlighting process optimization projects and the resulting efficiency gains will be crucial.

💵 Compensation & Benefits

Salary Range: An estimated salary range for a Service Designer with 5-10 years of experience in Singapore typically falls between SGD 75,000 to SGD 120,000 annually. This range is influenced by the specific company's compensation structure, the candidate's precise experience, and the scope of responsibilities.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

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

• Opportunities for professional development, including training, workshops, and conference attendance.

• Contribution to a robust retirement savings plan (e.g., CPF in Singapore).

• Potential for performance-based bonuses or incentives.

• Access to employee assistance programs for personal and professional support.

• Opportunities to work on cutting-edge technology and shape the future of Facilities Management platforms.

Working Hours: Standard full-time work hours are typically 40 hours per week, Monday to Friday. While the role is on-site, there may be flexibility for occasional remote work or adjusted hours depending on project needs and team agreements, especially during Agile ceremonies or critical project phases.

📝 Enhancement Note: The salary estimate is based on current market data for similar roles in Singapore, considering the specified experience level and the specialized nature of service design within a technology context. Benefits are standard for a professional role in Singapore, with an emphasis on professional development relevant to the role's design and technology focus.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Software Development, IT Services. FPT Asia Pacific Pte Ltd is part of FPT Corporation, a global leader in IT services and technology solutions. The company operates within a dynamic and competitive technology landscape, focusing on delivering innovative solutions to clients across various sectors.

Company Size: FPT Corporation is a large enterprise, employing over 27,000 people globally. FPT Asia Pacific Pte Ltd likely represents a significant regional hub with a substantial workforce dedicated to client projects and innovation. This large company size suggests established processes, a structured environment, and ample resources for professional growth and development.

Founded: FPT Corporation was founded in 1988. This long history indicates stability, a deep understanding of the technology market, and a proven track record of adapting to industry changes. The company's longevity suggests a commitment to long-term strategic goals and client relationships.

Team Structure:

• The Service Designer will likely be part of a product development or digital transformation team, working closely with Product Managers, UX/UI Designers, Engineers (including AI specialists), and Business Analysts.

• The reporting structure will probably involve a lead designer, a product lead, or a program manager, with direct collaboration across various functional teams.

• Cross-functional collaboration is paramount, requiring seamless interaction with technical teams to ensure designs are feasible and with business stakeholders to align with strategic objectives. Methodology:

• Data Analysis and Insights: Emphasis on using user research data, system analytics, and market trends to drive design decisions and identify opportunities for AI integration.

• Workflow Planning and Optimization: A core focus on mapping, analyzing, and redesigning operational workflows to enhance efficiency, reduce friction, and improve the overall service experience.

• Automation and Efficiency Practices: Exploring and designing solutions that leverage AI and technology to automate manual tasks, streamline processes, and boost productivity within the Facilities Management domain.

Company Website: https://www.fpt-software.com/

📝 Enhancement Note: The company's scale suggests a structured approach to operations and project management, which will likely be reflected in the design and implementation processes. For operations professionals, understanding how large organizations manage cross-functional projects and implement new systems will be beneficial.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Senior level, typically requiring 5-10 years of experience. It signifies a level of autonomy where the individual is expected to lead design initiatives, manage complex projects, and contribute significantly to strategic product direction. The focus is on applying specialized design expertise to solve complex operational challenges and shape user experiences.

Reporting Structure: The Service Designer will likely report to a Head of Design, a Lead Service Designer, a Product Director, or a Program Manager overseeing the FM platform development. They will work collaboratively with peers in product management, engineering, and business analysis, fostering a matrixed reporting environment common in tech companies.

Operations Impact: The Service Designer's impact will be directly tied to the effectiveness and efficiency of the Facilities Management platform. By designing intuitive user experiences and streamlined operational processes, they will contribute to increased user productivity, reduced operational costs, improved service delivery, and enhanced user satisfaction. The integration of AI-driven features will further amplify this impact by introducing intelligent automation and predictive capabilities into daily operations.

Growth Opportunities:

• Specialization: Opportunity to deepen expertise in AI-enabled experience design, conversational interfaces, or specific industry verticals like Facilities Management and PropTech.

• Leadership: Potential to grow into a Senior Service Designer, Lead Service Designer, or Design Manager role, overseeing multiple projects or a team of designers.

• Cross-Functional Mobility: Ability to transition into Product Management, UX Strategy, or Business Process Improvement roles leveraging design thinking and operational understanding.

• Skill Development: Continuous learning in emerging technologies (AI, ML), advanced design methodologies, and strategic product discovery through company-provided training, workshops, and industry events.

📝 Enhancement Note: The growth opportunities highlight how design skills, combined with operational process understanding, can lead to diverse career paths within a large technology organization. For operations professionals, this offers a unique avenue to pivot or broaden their career scope.

🌐 Work Environment

Office Type: This is an on-site role, indicating a traditional office environment within FPT Asia Pacific Pte Ltd's Singapore location. The workspace is expected to be professional, equipped with modern amenities to support collaborative design and development activities.

Office Location(s): The role is based in Singapore, a major hub for technology and business in Asia. Specific office details would be provided upon inquiry or during the interview process, but it's expected to be in a accessible business district within Singapore.

Workspace Context:

• Collaborative Environment: The workspace will likely feature open-plan areas, meeting rooms, and dedicated design studios to facilitate brainstorming, co-creation sessions, and team collaboration.

• Tools and Technology: Access to industry-standard design software (Figma, Miro), high-performance workstations, and potentially specialized equipment for user research or prototyping.

• Team Interaction: Frequent opportunities for direct interaction with product managers, engineers, AI specialists, and business stakeholders, fostering a dynamic and integrated work environment.

Work Schedule: The standard work schedule is Monday to Friday, aligning with typical business hours in Singapore. While the role is on-site, the company culture may support some flexibility for specific project needs or Agile ceremonies, but the primary expectation is physical presence in the office.

📝 Enhancement Note: The on-site nature of the role is significant. Operations professionals accustomed to remote or hybrid setups should consider the implications of daily office presence and the opportunities for in-person collaboration and networking.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with an HR representative or recruiter to assess basic qualifications, experience, and cultural fit.

• Technical Interview 1 (Design Skills): A deep dive into your service design process, user research methodologies, and experience with design tools. Expect to discuss your portfolio and walk through specific projects.

• Technical Interview 2 (Operations & Product Focus): This interview will focus on your ability to understand and improve business processes, translate operational needs into requirements, and collaborate within an Agile product development framework. Case studies or problem-solving exercises related to operational workflows may be presented.

• Stakeholder Interview: Meeting with key stakeholders, such as Product Managers or business leads, to evaluate your communication, collaboration, and strategic thinking skills.

• Final Interview: A discussion with a senior leader (e.g., Head of Design, Director) to assess overall fit, strategic vision, and potential for growth within the company.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 of your strongest projects that best represent your service design, user research, and business process improvement capabilities relevant to this role.

• Tell a Story: For each project, clearly articulate the problem, your approach, the challenges faced, your specific contributions, the design solutions, and the measurable impact or outcomes. Use a consistent structure for each case study.

• Highlight Process: Emphasize your thought process, research methodologies (user interviews, journey mapping, service blueprints), and how you translated insights into actionable designs.

• Showcase Collaboration: Include examples of how you collaborated with product managers, engineers, and stakeholders, and how you incorporated their feedback.

• Demonstrate Impact: Quantify results whenever possible (e.g., improved efficiency by X%, reduced user errors by Y%, increased adoption by Z%). If quantitative data is unavailable, clearly articulate the qualitative benefits.

• Tool Proficiency: Briefly mention the tools used (Figma, Miro, etc.) and how they facilitated your design process.

• Tailor to FM: If possible, subtly highlight any experience or understanding of operational systems, workflow optimization, or even the Facilities Management domain.

Challenge Preparation:

• Process Analysis: Be prepared to analyze a given operational process, identify pain points, and propose design solutions or improvements. Practice mapping simple workflows and identifying areas for streamlining.

• User Scenario: Expect a scenario where you need to design a user journey or a specific feature based on defined user needs and business goals. Focus on a user-centered approach.

• AI Integration: Consider how AI could enhance a given operational task or user experience. Think about conversational interfaces, intelligent search, or automation possibilities.

• Requirements Definition: Practice translating a high-level business need into specific user stories or functional requirements.

📝 Enhancement Note: The emphasis on portfolio review and potential design challenges is critical. Operations professionals should focus on framing their process documentation and project outcomes in a way that aligns with design thinking and user-centered methodologies.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (primary expectation), Adobe XD, Sketch. Proficiency in creating interactive prototypes is essential.

• Collaboration & Whiteboarding: Miro, FigJam, Mural. These tools are crucial for remote collaboration, workshop facilitation, and creating artifacts like journey maps and service blueprints.

• Diagramming & Process Mapping: Lucidchart, Visio, Draw.io. For creating detailed process maps, service blueprints, and system diagrams.

Analytics & Reporting:

• While not a primary focus for the Service Designer, familiarity with analytics tools like Google Analytics, Amplitude, or Mixpanel can be beneficial for understanding user behavior post-launch.

• Ability to interpret data and user feedback to inform design iterations. CRM & Automation:

• Experience with CRM systems (e.g., Salesforce, HubSpot) is advantageous for understanding how user interactions are managed and tracked.

• Understanding of workflow automation principles and how they can be applied to streamline operational processes within the platform.

• Familiarity with enterprise software, workflow management systems, or case management platforms.

📝 Enhancement Note: For operations professionals, highlighting proficiency in diagramming and process mapping tools (Lucidchart, Visio) and any experience with workflow automation or CRM systems will be highly relevant and transferable.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the end-user, ensuring that all designs are intuitive, efficient, and meet genuine needs. This value drives the entire design process.

• Collaboration & Transparency: Fostering an environment where ideas are shared openly, feedback is constructive, and teams work together seamlessly across disciplines to achieve common goals.

• Data-Driven Decision Making: Utilizing user research, analytics, and stakeholder input to inform design choices and validate solutions, moving beyond subjective opinions to evidence-based design.

• Continuous Improvement: An ethos of constantly seeking ways to enhance processes, user experiences, and product functionality through iterative design, testing, and learning. This aligns closely with operational excellence.

• Innovation & Adaptability: Embracing new technologies, methodologies, and approaches to design, particularly in areas like AI, to stay at the forefront of digital experience and operational efficiency.

Collaboration Style:

• Cross-Functional Integration: Proactively engaging with Product Management, Engineering, AI specialists, and business stakeholders to ensure alignment and shared understanding throughout the design lifecycle.

• Iterative Feedback Loops: Establishing regular opportunities for feedback on designs, prototypes, and proposed solutions, fostering a culture of continuous refinement and shared ownership.

• Knowledge Sharing: Actively participating in design critiques, sharing insights from user research, and contributing to a collective knowledge base to elevate the team's overall capabilities.

📝 Enhancement Note: The emphasis on user-centricity and continuous improvement directly parallels the goals of operations. Highlighting how you've applied these principles in past roles will resonate strongly.

⚡ Challenges & Growth Opportunities

Challenges:

• Bridging the Gap: Effectively translating complex, often nuanced, operational requirements and user needs within the Facilities Management domain into intuitive and actionable digital designs.

• AI Integration Nuances: Designing AI-enabled experiences that are genuinely helpful and transparent, avoiding the pitfalls of overly complex or opaque AI functionalities.

• Legacy System Migration: Navigating the complexities of redesigning and migrating existing FM applications into a unified platform, balancing innovation with practical constraints.

• Stakeholder Alignment: Managing diverse perspectives and priorities from various stakeholders (business, IT, end-users) to achieve consensus on design direction and implementation.

• Measuring Impact: Defining and tracking meaningful metrics to demonstrate the value and ROI of design interventions, particularly in improving operational efficiency and user productivity.

Learning & Development Opportunities:

• AI & Conversational Design: Deepening expertise in designing for AI-powered features, including natural language processing interfaces and intelligent automation.

• Facilities Management / PropTech: Gaining specialized knowledge in the Facilities Management industry, smart building technologies, and property technology trends.

• Advanced Service Design: Exploring and applying cutting-edge service design frameworks and methodologies for complex systems.

• Product Strategy: Developing a stronger understanding of product management principles, roadmapping, and strategic prioritization within a technology product context.

• Leadership Development: Opportunities to mentor junior designers, lead design sprints, and contribute to the strategic direction of the product roadmap.

📝 Enhancement Note: Operations professionals can leverage their experience in navigating complex systems and driving efficiency to address these challenges. The growth opportunities offer clear paths for expanding into more strategic or specialized roles.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service or system for a complex operational process. What was your approach, and what were the key outcomes?" (Focus on your process, research, and impact.)

• "How would you approach understanding the needs of diverse user groups within a Facilities Management context, from building managers to maintenance staff?" (Highlight your user research and persona development skills.)

• "Imagine we want to introduce an AI assistant to help building occupants report issues. How would you design this experience to be intuitive and effective?" (Demonstrate your AI-enabled experience design thinking.)

• "How do you balance user needs, business objectives, and technical feasibility when designing a new feature or service?" (Showcase your ability to integrate different perspectives.) Company & Culture Questions:

• "What interests you about FPT Asia Pacific and our work in the Facilities Management technology space?" (Research the company's mission, recent projects, and values.)

• "How do you see your service design skills contributing to the modernization of existing FM applications and the development of new AI-enabled experiences?" (Connect your skills to the role's specific objectives.)

• "Describe your experience working within an Agile development environment. What is your role in Agile ceremonies?" (Emphasize collaboration and iterative processes.)

• "How do you stay updated on the latest trends in service design, UX, and AI?" (Showcase your commitment to continuous learning.) Portfolio Presentation Strategy:

• Structure: For each project, use a clear narrative: Problem -> Your Role -> Process -> Solution -> Impact/Outcome.

• Visuals: Use high-quality visuals (wireframes, mockups, journey maps, blueprints). Ensure they are easy to understand and directly support your narrative.

• Conciseness: Be prepared to present each project within a specific time limit (e.g., 5-10 minutes). Focus on the most critical aspects.

• Q&A Readiness: Anticipate questions about your design choices, trade-offs you made, challenges you encountered, and how you measured success.

• Operations Relevance: If possible, frame your project's impact in terms of operational efficiency, cost savings, or improved workflow, aligning with an operations perspective.

📝 Enhancement Note: The interview preparation advice focuses on bridging the gap between design and operations by emphasizing process understanding, stakeholder management, and measurable impact.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the official careers portal or provided link.

• Portfolio Customization: Tailor your resume and portfolio to highlight experience in service design, user research, business process analysis, and requirements definition. Showcase projects that demonstrate your ability to improve operational workflows and user experiences.

• Resume Optimization: Ensure your resume clearly articulates your years of experience, key skills (especially those listed as required), and quantifiable achievements in previous roles. Use keywords from the job description naturally.

• Interview Preparation: Practice articulating your design process, research methodologies, and problem-solving approaches. Prepare specific examples for common interview questions and be ready to walk through your portfolio with a focus on impact and process.

• Company Research: Familiarize yourself with FPT Asia Pacific Pte Ltd, their services, and their focus areas. Understand their approach to technology, client solutions, and their role within the broader FPT Corporation. Research the Facilities Management industry to understand common operational challenges and trends.

⚠️ 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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