UX Researcher and Service Designer - A26286

📍 Job Overview

Job Title: UX Researcher and Service Designer - A26286

Company: Activate Interactive Pte Ltd

Location: Singapore, Singapore

Job Type: CONTRACTOR

Category: UX/Service Design Operations

Date Posted: 2026-08-11

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

Remote Status: On-site

🚀 Role Summary

• Spearhead user research and usability testing initiatives to define and refine the user experience of Activate Interactive's Digital Factory Platform.

• Drive the service design process, creating comprehensive service blueprints and mapping end-to-end user journeys for complex operational workflows.

• Design intuitive self-service platform experiences, developer workflows, and role-based dashboards to enhance adoption, productivity, and decision-making.

• Collaborate closely with product owners, engineers, and stakeholders to ensure UX decisions are evidence-based, practical, and aligned with platform objectives.

• Leverage AI-enabled design tools and possess strong AI literacy to accelerate research synthesis, ideation, prototyping, and design iteration.

📝 Enhancement Note: This role is a 12-month fixed-term contract, specifically focused on enhancing internal platform experiences for JTC's Digital Factory Platform. The emphasis is on practical application of UX and Service Design principles within a complex, regulated environment, requiring strong collaboration and the ability to translate technical and governance requirements into user-centric solutions.

📈 Primary Responsibilities

• Lead comprehensive user research activities, including interviews, contextual inquiries, surveys, and prototype testing, to gather insights for the Digital Factory Platform.

• Develop detailed end-to-end user journey maps, identifying pain points, critical handoffs, dependencies, and governance controls within complex operational workflows.

• Design self-service platform experiences and onboarding processes for product teams, developers, business users, and operational stakeholders to reduce friction.

• Apply service design methodologies to create service blueprints, define backstage processes, touchpoints, roles, and ownership across platform delivery journeys.

• Design developer workflows and platform interaction patterns, including golden paths, environment provisioning, deployment requests, and access management.

• Create wireframes, interactive prototypes, information architecture diagrams, and detailed design specifications for implementation by engineering teams.

• Design role-based dashboards and views to present critical information effectively to diverse stakeholder groups, including developers, product owners, operations, security, and finance.

• Develop clear and effective data visualization patterns for key platform metrics such as adoption rates, delivery progress, service health, costs, and compliance posture.

• Foster close collaboration with product owners, engineers, architects, security, finance, and business stakeholders to ensure UX decisions are aligned with platform outcomes and governance requirements.

• Document and maintain design principles, reusable UX patterns, user journeys, design decisions, and research insights to ensure consistency and knowledge retention.

📝 Enhancement Note: The responsibilities clearly indicate a need for a candidate who can bridge the gap between technical platform capabilities, stringent governance requirements, and the end-user experience. The focus on "self-service," "automation-led foundation," and "governed" platform implies a need for designs that are not only user-friendly but also robust and compliant.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Human-Computer Interaction (HCI), Design, Psychology, Computer Science, or a related field is typically expected for roles of this nature, demonstrating a foundational understanding of user-centered design principles.

Experience: A minimum of 5 years of hands-on experience in UX research, product design, service design, or experience design, with a strong preference for experience with internal platforms, enterprise systems, developer tools, or operational products.

Required Skills:

• Proven expertise in leading user research and usability testing, including planning, execution, synthesis of insights, and translation into actionable product improvements.

• Demonstrated experience in designing self-service platforms, internal portals, workflow tools, or enterprise products supporting multiple user groups and diverse operational use cases.

• Strong proficiency in designing developer workflows, technical user journeys, onboarding flows, and platform services critical for engineering teams.

• Advanced capability in service design, including service blueprinting, stakeholder mapping, journey mapping, process mapping, and touchpoint design for complex workflows.

• Skill in designing role-based dashboards, information views, and reporting experiences tailored to specific stakeholder needs and decision-making processes.

• Excellent data visualization skills, with the ability to simplify complex operational, technical, cost, or performance data into clear, actionable views.

• High proficiency with modern design and prototyping tools such as Figma, Miro, FigJam, or equivalent, including leveraging AI-enabled features for accelerated design processes.

• Good AI literacy, understanding AI-assisted workflows and applying AI tools responsibly in research, ideation, and product design.

• Ability to translate user journeys into backlog items, design specifications, and acceptance criteria for engineering teams within an agile framework.

• Strong communication, facilitation, and presentation skills, capable of running workshops, articulating design rationale, aligning stakeholders, and explaining user insights to technical and non-technical audiences.

• Experience working in an agile, product-oriented environment with a focus on iterative design based on evidence and measurable outcomes. Preferred Skills:

• Experience designing for cloud environments, platform engineering, DevSecOps, AI platforms, data platforms, or technical operations.

• Familiarity with enterprise technology delivery processes, governance workflows, access control, change management, audit requirements, or operational support models.

• Experience in creating design systems, reusable UX patterns, or component libraries for internal products.

• Proficiency in dashboard design tools such as Power BI, Azure Dashboards, Grafana, or similar visualization platforms.

• Exposure to public sector, regulated enterprise, or government technology environments.

• Familiarity with collaboration and project management tools like Jira, Confluence, Azure DevOps, GitHub, ShipHATS, and modern AI-assisted engineering tools.

📝 Enhancement Note: The requirement for 5+ years of experience, coupled with specific skills in internal platforms, developer tools, and AI literacy, positions this as a mid-to-senior level role. The preference for experience in regulated environments and specific enterprise tools suggests a need for candidates who can navigate complex organizational structures and compliance requirements.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 comprehensive case studies demonstrating end-to-end UX research and service design projects, preferably for internal platforms, enterprise systems, or developer tools.

• Each case study should clearly articulate the problem statement, your role and responsibilities, the research methodologies employed, the design process, key insights derived, and the final solution.

• Highlight your ability to design self-service workflows, developer journeys, and role-based dashboards, with visual examples of wireframes, prototypes, and final designs.

• Include examples of service blueprints, journey maps, or process maps for complex operational workflows.

• Demonstrate proficiency in data visualization and dashboard design through specific examples of how you've presented complex data to different stakeholders.

• Clearly indicate the tools used (e.g., Figma, Miro) and any use of AI-assisted design features.

• Quantify impact where possible (e.g., improvements in adoption, reduction in support tickets, efficiency gains). Process Documentation:

• Provide evidence of how you document design principles, reusable UX patterns, user journeys, and research findings to ensure knowledge sharing and consistency.

• Showcase examples of design specifications, acceptance criteria, or backlog items derived from your UX work for engineering implementation.

• Illustrate your approach to iterative design and how you incorporate user feedback and measurable outcomes into your process.

📝 Enhancement Note: Given the emphasis on internal platforms and complex workflows, the portfolio should strongly emphasize practical problem-solving, stakeholder collaboration, and the ability to translate technical requirements into functional, user-friendly designs. Case studies that detail the process of simplification and efficiency improvement within a governed environment will be highly valued.

💵 Compensation & Benefits

Salary Range: For a UX Researcher and Service Designer with 5-10 years of experience in Singapore, the typical salary range is between SGD 7,000 to SGD 11,000 per month, depending on the depth of experience, specific skills in enterprise/platform design, and the candidate's negotiation ability. For a fixed-term contract role, this range might be slightly adjusted based on the overall contract duration and benefits package.

Benefits:

• 12 months fixed-term contract employment.

• Employee Wellness Program to support physical and mental well-being.

• Exposure to projects with Singapore Government Agencies, offering significant public sector experience.

• Structured development framework and growth opportunities, recognized by SHRI 2025 Gold award for "Learning & Development; Coaching & Mentoring."

• Opportunity to work with leading industry experts and highly motivated peers.

• Equal opportunities for professional growth and development.

Working Hours: The standard working hours are expected to be around 40 hours per week, typically Monday to Friday. While the role is on-site, there may be some flexibility depending on project needs and team coordination, but core hours will likely be expected for collaborative work.

📝 Enhancement Note: The salary estimate is based on research of similar UX/Service Design roles in Singapore for mid-to-senior level professionals, considering the "CONTRACTOR" employment type and the specific industry context (technology consultancy working with government agencies). The benefits highlight a strong focus on employee development and well-being, aligning with the company's award-winning L&D programs.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consultancy, with a significant focus on Application Development (mobile and web), Cloud Technology, and serving clients in Government & Public Sector, as indicated by the JTC Digital Factory Platform project. The company also specializes in B2B solutions and enterprise software.

Company Size: Activate Interactive Pte Ltd is part of a growing technology consultancy. While the exact number of employees isn't specified, the mention of presence in Singapore, Malaysia, and Indonesia, along with hiring for multiple roles, suggests a medium-sized organization, likely employing between 50-250 individuals. This size offers a balance of structured processes and agile flexibility.

Founded: Activate Interactive was founded with a mission to empower clients with impactful technology solutions and to positively impact lives through technology. This founding principle suggests a culture that values innovation, client success, and social responsibility.

Team Structure:

• The UX Researcher and Service Designer will likely be part of a broader Product & Engineering Division, possibly within a dedicated UX/Design team or embedded within platform engineering teams.

• This role will report to a Design Lead, Head of UX, or a Product Manager overseeing the Digital Factory Platform.

• Close collaboration is expected with Product Owners, Software Engineers, Architects, Security Specialists, Finance teams, and other operational stakeholders within JTC and Activate Interactive. Methodology:

• Data-Driven Design: Emphasis on user research, usability testing, and evidence-based decision-making to inform design choices.

• Agile Development: Working within an agile framework, involving iterative design, continuous feedback loops, and adapting to evolving requirements.

• Service Design Thinking: Applying holistic service design principles to map and optimize entire service ecosystems, not just individual user interfaces.

• AI Integration: Responsible and strategic use of AI-enabled design tools to enhance efficiency and innovation in the design process.

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

📝 Enhancement Note: The company's emphasis on "positively impacting lives through technology" and their work with government agencies suggests a culture that values purpose-driven work and high standards of quality and reliability in their solutions. The "SHRI 2025 Gold winner" award for Learning & Development underscores a commitment to employee growth.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-to-Senior level, requiring significant autonomy and expertise in both UX research and service design. The "5+ years of hands-on experience" requirement indicates a need for individuals who can lead initiatives, mentor junior designers (if applicable), and drive strategic design decisions. The focus is on delivering tangible outcomes for a complex platform.

Reporting Structure: The UX Researcher and Service Designer will likely report into a Design Lead, Head of UX, or a Product Management function. They will work closely with cross-functional teams, including product owners, engineers, and business stakeholders, requiring strong interpersonal and collaboration skills to navigate different perspectives and priorities.

Operations Impact: The impact of this role is significant, directly influencing the adoption, efficiency, and user satisfaction of JTC's Digital Factory Platform. By simplifying complex workflows, enabling self-service capabilities, and providing clear insights through dashboards, this role contributes to faster digital product delivery, reduced operational friction, and improved decision-making for a key government agency. This has downstream effects on innovation and efficiency within the public sector.

Growth Opportunities:

• Skill Specialization: Deepen expertise in specific areas like AI-assisted design, complex enterprise platform UX, or advanced service design for regulated environments.

• Leadership Development: Potential to lead design initiatives, mentor junior team members, or take on more complex platform design challenges.

• Industry Exposure: Gain invaluable experience working on high-impact projects for Singapore Government Agencies, enhancing your profile in public sector technology.

• Cross-Functional Learning: Develop a strong understanding of engineering, product management, security, and finance operations through close collaboration.

• Continuous Learning: Access to structured development frameworks and growth opportunities, potentially including specialized training or certifications, supported by the company's award-winning L&D program.

📝 Enhancement Note: The growth opportunities are tied to both skill enhancement within the UX/Service Design domain and the development of leadership and cross-functional collaboration skills, particularly within the context of government technology projects. The contract nature means growth might be focused on project-based learning and skill acquisition rather than long-term tenure within the same team structure unless extended.

🌐 Work Environment

Office Type: The role is on-site in Singapore, implying a typical office-based work environment within Activate Interactive's premises or potentially at the client's (JTC) location for collaborative sessions and user research. This setting facilitates direct interaction and collaboration.

Office Location(s): Singapore, Singapore. Specific office details would typically be provided upon engagement. Accessibility via public transport is generally good in Singapore.

Workspace Context:

• Collaborative Environment: Expect a dynamic workspace that encourages interaction with product owners, engineers, and other designers. Regular workshops, design sprints, and feedback sessions are likely.

• Tools and Technology: Access to modern design and collaboration tools, including Figma, Miro, FigJam, and potentially AI-assisted design tools, will be crucial for daily tasks. Access to relevant project management and documentation tools (e.g., Jira, Confluence) is also expected.

• Team Interaction: Opportunities for regular team meetings, stand-ups, and informal discussions to ensure alignment and knowledge sharing. The culture emphasizes mutual success and continuous development.

Work Schedule: The role is on-site with a standard ~40-hour work week. While core working hours are expected for team collaboration, flexibility might be offered depending on project deadlines and team agreements. The emphasis is on delivering results within the fixed-term contract period.

📝 Enhancement Note: The on-site nature of the role is significant for roles heavily reliant on collaboration and direct user interaction. It suggests a preference for in-person brainstorming, workshops, and user testing, which can be highly effective for complex design challenges.

📄 Application & Portfolio Review Process

Interview Process:

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

• Technical Interview(s): Likely involving discussions about your UX research methodologies, service design approach, experience with enterprise platforms, and proficiency with design tools. Expect scenario-based questions and discussions around your portfolio case studies.

• Portfolio Presentation: A dedicated session where you will present 1-2 key case studies from your portfolio, detailing your process, insights, and outcomes. Be prepared to discuss your design rationale and how you addressed specific challenges.

• Stakeholder/Team Interview: An opportunity to meet with potential team members, product owners, or engineering leads to assess cultural fit, collaboration style, and communication skills.

• Final Interview: Potentially with a senior leader to discuss your overall fit and long-term impact.

Portfolio Review Tips:

• Curate Strategically: Select case studies that best showcase your experience with internal platforms, developer tools, complex workflows, and service design. Prioritize projects where you led research and design efforts.

• Tell a Story: For each case study, clearly articulate the problem, your process (research, ideation, design, testing), your specific contributions, the challenges faced, and the impact achieved. Use visuals effectively (wireframes, user flows, prototypes, final designs).

• Highlight Process: Emphasize your UX research methodology, how you synthesized findings, and how these insights directly informed your design decisions and service blueprints.

• Demonstrate Collaboration: Explain how you worked with engineers, product managers, and other stakeholders. Showcase your ability to translate technical requirements and governance needs into user-centric solutions.

• Showcase AI Use: If applicable, highlight how you've responsibly leveraged AI-enabled design tools to accelerate your workflow and improve outcomes.

• Quantify Impact: Wherever possible, use metrics to demonstrate the success of your designs (e.g., increased adoption, reduced task completion time, improved user satisfaction scores).

Challenge Preparation:

• Design Thinking Exercises: Be ready for questions that probe your problem-solving approach to specific design challenges related to internal platforms, developer workflows, or data visualization.

• Service Design Scenarios: Prepare to discuss how you would approach designing or improving a complex service workflow, identifying key touchpoints and stakeholder needs.

• Stakeholder Alignment: Practice articulating design decisions and research findings in a clear, concise, and persuasive manner to different audiences.

📝 Enhancement Note: The interview process will likely heavily scrutinize your portfolio. Candidates should be prepared to deep-dive into their past projects, explaining the "why" and "how" behind their design decisions, with a particular focus on how they handled constraints and collaborated within complex organizational structures.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly emphasized), Miro, FigJam, Sketch, Adobe XD (or similar modern design suites). Proficiency in using AI-enabled features within these tools is a significant plus.

• User Research: Tools for conducting interviews, surveys, usability testing (e.g., UserTesting.com, Maze, Qualtrics, SurveyMonkey).

• Collaboration & Documentation: Jira, Confluence, Azure DevOps, GitHub, ShipHATS (as preferred tools), Google Workspace or Microsoft 365 for general productivity.

Analytics & Reporting:

• Data Visualization Tools: Experience with tools like Power BI, Azure Dashboards, Grafana, Tableau, or similar platforms for designing role-based dashboards and reporting views.

• Analytics Platforms: Familiarity with web analytics or product analytics tools (e.g., Google Analytics, Mixpanel, Amplitude) for understanding user behavior and platform adoption.

CRM & Automation:

• While not a direct CRM role, understanding how user data flows from platforms into backend systems or analytics is beneficial.

• Familiarity with workflow automation concepts is important, especially in the context of designing for automated processes within the platform.

📝 Enhancement Note: Proficiency in Figma is explicitly mentioned and is crucial. The company also lists a range of preferred tools, indicating a modern and integrated technology stack. Candidates should be prepared to discuss their experience with these tools and how they leverage them for efficient design and research processes.

👥 Team Culture & Values

Operations Values:

• Impact-Driven: A strong focus on creating positive impact through technology, aligning with the company's mission and client work for government agencies.

• User-Centricity: Placing the user at the heart of all design decisions, ensuring intuitive and adoption-ready experiences.

• Collaboration: Emphasizing teamwork, open communication, and cross-functional partnership to achieve shared goals.

• Continuous Improvement: A commitment to iterative design, learning from feedback, and constantly seeking ways to optimize processes and user experiences.

• Innovation & Efficiency: Encouraging the responsible use of new technologies, including AI, to drive innovation and improve operational efficiency.

Collaboration Style:

• Cross-Functional Integration: Actively working with product, engineering, security, and business teams to ensure holistic solutions.

• Evidence-Based Dialogue: Engaging in discussions and workshops backed by user research data and design principles.

• Constructive Feedback: Openness to receiving and providing constructive feedback to foster a culture of learning and design excellence.

• Knowledge Sharing: Actively participating in documentation and sharing best practices to build collective knowledge within the team and organization.

📝 Enhancement Note: The company's values emphasize purpose, user focus, and growth, which is further reinforced by their award for learning and development. Candidates who can demonstrate alignment with these values, particularly in their approach to problem-solving and collaboration, will be a strong fit.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Stakeholder Landscape: Navigating the needs and priorities of diverse stakeholders within a government agency (JTC) and a technology consultancy (Activate Interactive).

• Balancing User Needs with Governance: Designing user-friendly experiences while adhering to strict governance, security, and compliance requirements inherent in public sector projects.

• Adoption of Internal Tools: Driving the adoption of a new or evolving internal platform among a broad user base with varying technical proficiencies.

• Translating Technical Complexity: Effectively communicating complex technical platform capabilities and operational processes through intuitive user interfaces and workflows.

• AI Tool Integration: Responsibly and effectively integrating AI-assisted design tools into existing workflows to enhance productivity without compromising quality or ethical considerations.

Learning & Development Opportunities:

• Advanced UX/Service Design: Opportunity to refine skills in complex enterprise environments and gain experience with cutting-edge design tools and AI integrations.

• Public Sector Technology: Deepen understanding of technology within government agencies, including unique procurement, governance, and operational challenges.

• Cross-Disciplinary Expertise: Broaden knowledge in areas like platform engineering, DevSecOps, cloud technology, and data analytics through project exposure.

• Mentorship and Coaching: Benefit from Activate Interactive's award-winning L&D programs, offering structured mentorship and coaching for career advancement.

• Industry Trends: Stay abreast of evolving trends in UX, service design, and AI-enabled design through hands-on application and potentially industry events.

📝 Enhancement Note: The challenges highlight the need for a candidate who is not only a skilled designer but also a strategic thinker, adept at navigating complex organizational dynamics and technical constraints. The growth opportunities are significant, offering a chance to develop specialized expertise in a high-demand field.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to balance conflicting stakeholder requirements. How did you facilitate alignment and arrive at a design solution?" (Focus on negotiation, communication, and evidence-based decision-making.)

• "Walk us through your process for designing a self-service workflow for technical users. What were the key considerations and how did you validate your design?" (Highlight research, journey mapping, prototyping, and testing.)

• "How do you approach designing role-based dashboards for complex operational data? Provide an example." (Focus on understanding user needs, data visualization principles, and iterative refinement.)

• "Describe your experience with AI-assisted design tools. How have you used them responsibly to enhance your design process?" (Be specific about tools and outcomes, emphasizing ethical considerations.)

• "How would you approach user research for an internal platform where direct access to users might be limited or require specific approvals?" (Demonstrate resourcefulness and alternative research methods.) Company & Culture Questions:

• "What interests you about working for a technology consultancy that partners with government agencies?" (Show understanding of the company's mission and the impact of public sector projects.)

• "How do you align your design philosophy with a culture that values continuous learning and development?" (Connect your growth mindset to the company's L&D focus.)

• "Describe your ideal collaborative environment when working with engineering and product teams." (Emphasize communication, feedback, and shared ownership.) Portfolio Presentation Strategy:

• Structure is Key: For each case study, follow a clear narrative: Problem -> Your Role -> Process (Research, Ideation, Design) -> Solution -> Impact/Outcome.

• Visuals Matter: Use high-quality visuals of wireframes, user flows, prototypes, and final designs. Ensure they are annotated to explain key decisions.

• Focus on Process & Rationale: Don't just show the final product; explain why you made certain design choices and how your research informed them.

• Quantify Impact: Use metrics to demonstrate the success of your work. If exact numbers aren't available, discuss anticipated benefits or qualitative improvements.

• Be Ready for Deep Dives: Anticipate questions about specific design decisions, research methodologies, and challenges encountered.

📝 Enhancement Note: Interviewers will be looking for a blend of technical UX/Service Design skills, strong communication, and the ability to navigate complex, regulated environments. Your portfolio presentation is your primary opportunity to showcase these capabilities.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on Workable.

• Tailor Your Resume: Highlight your 5+ years of experience in UX research, service design, and product design, specifically mentioning any work on internal platforms, enterprise systems, or developer tools. Integrate keywords from the job description like "self-service platform," "developer workflows," "service blueprints," "Figma," and "AI literacy."

• Curate Your Portfolio: Select 2-3 strong case studies that best demonstrate your capabilities in the required areas. Ensure they clearly show your process, impact, and proficiency with relevant tools. Be ready to discuss these in detail.

• Prepare for Case Studies: Practice articulating your design process and rationale for specific scenarios related to platform design, workflow optimization, or data visualization.

• Research Activate Interactive: Understand their mission, client base (especially government projects), and commitment to learning and development, as evidenced by their awards. Prepare to articulate why you are a good cultural fit.

⚠️ 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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