UX Researcher & Service Designer - A26344

📍 Job Overview

Job Title: UX Researcher & Service Designer (A26344)

Company: Activate Interactive Pte Ltd

Location: Singapore, Singapore

Job Type: CONTRACTOR

Category: Service Design & UX Research Operations

Date Posted: 2026-09-18

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• This role focuses on the critical intersection of user experience research and service design to define and optimize the process of translating fuzzy business ideas into clear, actionable requirements for digital products.

• You will be instrumental in understanding and mapping the end-to-end journey of digital product ideation and requirement definition within agency teams.

• The position requires a strong ability to conduct generative discovery, synthesize complex information, and translate findings into practical design principles and tool concepts.

• This is a unique opportunity to work in an exploratory "0 to 1" context, shaping a new solution from its foundational stages, with a potential advantage for those interested in AI-assisted tools.

📝 Enhancement Note: The role is explicitly a 12-month fixed-term contract, which is a key detail for candidates evaluating long-term career alignment. The focus on "0 to 1" context and shaping ambiguous problem spaces indicates a need for self-starters comfortable with undefined processes.

📈 Primary Responsibilities

• Conduct generative discovery sessions with agency teams to deeply understand their current methodologies for idea generation, information gathering, and requirement definition for digital products.

• Map the comprehensive end-to-end service process, from the initial business concept through to the final defined requirements, identifying critical bottlenecks, information loss points, and areas of divergence.

• Synthesize qualitative and quantitative research findings to identify recurring patterns, significant friction points, and unmet needs across various teams.

• Translate synthesized insights into actionable design principles, user stories, and functional requirements that will guide the conceptualization and design of a new supporting tool or agent.

• Design, prototype, and test process interventions or conceptual solutions to validate their effectiveness in helping teams achieve buildable clarity and defined requirements.

• Facilitate engaging workshops aimed at framing complex problems, aligning diverse stakeholders, and critically evaluating emerging concepts and potential solutions.

• Collaborate closely with cross-functional teams, including product managers, engineers, and other designers, to ensure research insights are effectively integrated into the product development lifecycle.

📝 Enhancement Note: The responsibilities highlight a dual focus on both deep user understanding (UX Research) and process optimization (Service Design). The emphasis on "shaping ambiguous problem spaces" and "0→1 context" suggests that the candidate will be responsible for defining processes and frameworks that may not yet exist.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Human-Computer Interaction, Design, Psychology, Sociology, Information Science, or a related field is often preferred for roles involving in-depth user research and service design.

Experience: A minimum of 5 years of progressive experience in service design, UX research, or product discovery roles, with a proven track record of navigating and shaping ambiguous problem spaces is required.

Required Skills:

• Service Design: Expertise in mapping customer journeys, service blueprints, and process flows to identify pain points and opportunities for improvement.

• UX Research: Proficient in conducting a variety of generative research methods (e.g., interviews, contextual inquiries, diary studies) and translating findings into actionable insights.

• Product Discovery: Experience in early-stage product development, understanding user needs, and defining product requirements for new digital solutions.

• Generative Research & Synthesis: Strong ability to design and execute research that uncovers novel insights and synthesize complex, often unstructured, data into clear, actionable themes and patterns.

• Workshop Facilitation: Proven ability to design and lead effective workshops for problem framing, ideation, and stakeholder alignment with diverse groups.

• Stakeholder Engagement: Excellent communication and interpersonal skills to build rapport, gather information, and influence stakeholders across different levels and departments.

• Process Design & Optimization: Experience in designing, documenting, and improving workflows and operational processes.

• Prototyping & Testing: Familiarity with creating low-fidelity prototypes (e.g., wireframes, process mockups) and conducting usability or concept testing.

Preferred Skills:

• Experience with AI-assisted tools or agents, particularly in how they can support creative or problem-solving processes.

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

• Experience working in a technology consultancy or a "0 to 1" product development environment.

• Understanding of application development, mobile, and web technologies.

📝 Enhancement Note: The "5+ years" requirement, combined with the "0→1 context" and "ambiguous problem spaces," suggests a mid-to-senior level role. The preference for AI-assisted tool exposure is a specific differentiator, indicating the company's forward-thinking approach.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of end-to-end service design projects, including research, journey mapping, and proposed solutions.

• Case studies showcasing generative UX research methodologies and impactful synthesis of findings.

• Examples of process mapping and workflow optimization initiatives, detailing the problem, approach, and outcome.

• Evidence of designing for process and workflow challenges, not solely user interfaces.

• Prototypes or concept designs for tools or agents that support complex problem-solving or process improvement.

• Documentation of successful workshop facilitation and stakeholder alignment outcomes. Process Documentation:

• Showcase the ability to clearly document complex processes, highlighting key stages, decision points, and potential areas for intervention.

• Provide examples of how you have translated research insights into formalized process improvements or design principles.

• Illustrate methods used for validating process changes and measuring their impact on efficiency or clarity.

📝 Enhancement Note: For this role, the portfolio is crucial for demonstrating the ability to handle ambiguity and translate research into tangible process improvements. Emphasis should be placed on the process of discovery and design, not just the final output.

💵 Compensation & Benefits

Salary Range: As this is a 12-month fixed-term contract role in Singapore, the salary would typically align with industry benchmarks for experienced UX Researchers and Service Designers. Based on market research for Singapore, a competitive range for an individual with 5-10 years of experience in this specialized field would likely fall between SGD 7,000 to SGD 10,000 per month, depending on the depth of experience and specific skill set.

Benefits:

• Fun working environment

• Employee Wellness Program

• Exposure to Singapore Government Agency projects

• Structured development framework

• Growth opportunities (recognized by SHRI 2025 Gold winner for Learning & Development; Coaching & Mentoring)

Working Hours: The standard working hours are likely 40 hours per week, Monday to Friday. However, given the exploratory nature of the role and the "0 to 1" context, there may be flexibility required to meet project milestones, with potential for occasional extended hours during critical phases.

📝 Enhancement Note: The salary estimate is based on current market rates for contract UX Researchers/Service Designers in Singapore with 5-10 years of experience. This range is subject to negotiation based on the candidate's specific qualifications and the project's scope. The benefits highlight a strong emphasis on employee well-being and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consultancy, specializing in application development (mobile, web, cloud) and digital transformation. The company works with clients ranging from agencies to Singapore Government Agencies, indicating a diverse project landscape.

Company Size: Activate Interactive Pte Ltd is a growing company with a presence in Singapore, Malaysia, and Indonesia. While the exact number isn't specified, its expansion suggests a mid-sized organization with approximately 50-250 employees. This size often allows for a more agile and collaborative environment compared to very large corporations.

Founded: The founding date is not explicitly stated, but the company's description as a "leading technology consultancy" with established operations in multiple countries implies it has been operational for a significant period, likely over 5-10 years, allowing for a solid foundation and expertise.

Team Structure:

• The operations and design teams are likely structured to support project-based work, with specialists in UX research, service design, and development.

• Reporting structures would typically involve project leads or design managers, with direct interaction with client stakeholders.

• Cross-functional collaboration is a cornerstone, requiring close partnership between researchers, designers, developers, and project managers to deliver end-to-end solutions. Methodology:

• Data Analysis & Insights: Emphasizes understanding user needs and business requirements through rigorous research and synthesis.

• Workflow Planning & Optimization: Focuses on improving processes for digital product development, from ideation to actionable requirements.

• Automation & Efficiency: Explores innovative solutions, including potential AI assistance, to enhance efficiency in the development lifecycle.

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

📝 Enhancement Note: The company's emphasis on "positively impacting the lives of people" and its "SHRI 2025 Gold winner" award for Learning & Development suggest a culture that values employee growth and social responsibility, alongside technological innovation. Working with government agencies implies a need for structured processes and robust documentation.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Senior UX Researcher & Service Designer, requiring significant independent work and problem-solving in an exploratory context. It's a hands-on role focused on deep user and process understanding rather than people management.

Reporting Structure: The candidate will likely report to a Design Lead, Head of UX, or a Project Manager overseeing the specific initiative. Collaboration will be extensive with product teams, agency clients, and potentially other specialized consultants.

Operations Impact: The direct impact of this role is on the clarity and effectiveness of digital product development processes. By ensuring that requirements are well-defined and buildable, this role significantly reduces downstream development risks, improves product-market fit, and enhances the overall efficiency of the product creation lifecycle. It bridges the gap between business strategy and technical execution.

Growth Opportunities:

• Skill Specialization: Deepen expertise in generative research methodologies, advanced service design techniques, and the application of AI in design processes.

• Project Leadership: Potential to lead discovery phases for new initiatives, mentor junior researchers or designers, and contribute to the strategic direction of service design offerings.

• Industry Exposure: Gain experience working on high-impact projects for Singapore Government Agencies and diverse commercial clients, broadening the professional network and portfolio.

• Learning & Development: Leverage the company's award-winning L&D framework for continuous skill enhancement and professional growth.

📝 Enhancement Note: The "0 to 1" nature of the project offers a unique growth path for individuals looking to define new processes and solutions. The contract nature means growth might be project-dependent, but the underlying skills developed are highly transferable.

🌐 Work Environment

Office Type: The role is on-site in Singapore, suggesting a professional office environment within Activate Interactive's headquarters. This environment is likely designed to foster collaboration and innovation.

Office Location(s): The specific office location in Singapore should be confirmed, but it's expected to be a well-connected business district accessible via public transport, common for corporate offices in Singapore.

Workspace Context:

• Collaborative Environment: The office space is likely equipped with meeting rooms, whiteboards, and common areas conducive to brainstorming, workshops, and team discussions.

• Tools & Technology: Access to standard office productivity software, design tools, and potentially specialized research and prototyping platforms.

• Team Interaction: Opportunities for regular interaction with fellow researchers, designers, developers, and project managers, fostering a dynamic and supportive team atmosphere.

Work Schedule: A standard 40-hour work week is typical. However, the contract nature and the exploratory phase of the project might necessitate some flexibility to meet deadlines or facilitate client-side workshops at specific times. Clear communication regarding expectations for working hours and flexibility will be important.

📝 Enhancement Note: The emphasis on a "fun working environment" and "Employee Wellness Program" suggests that while professional, the atmosphere is also geared towards employee well-being and engagement, which can positively impact productivity and creativity.

📄 Application & Portfolio Review Process

Interview Process:

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

• Hiring Manager Interview: A discussion focusing on your experience in service design, UX research, and handling ambiguous problem spaces. Be prepared to articulate your process and methodologies.

• Portfolio Presentation/Workshop: A key stage where you will likely present a selection of your work, demonstrating your approach to research, synthesis, and process design. You might be asked to conduct a mini-workshop or problem-solving exercise related to the project's goals.

• Team/Stakeholder Interview: An opportunity to meet potential colleagues or key stakeholders to assess cultural fit and collaborative style.

• Final Offer: Based on the overall assessment.

Portfolio Review Tips:

• Highlight Process: Clearly articulate your step-by-step approach for each project, emphasizing how you moved from problem definition to insights and solutions.

• Showcase Synthesis: Provide concrete examples of how you synthesized complex research data into clear, actionable insights and design principles.

• Demonstrate Impact: Quantify results where possible (e.g., "reduced requirement ambiguity by X%", "improved stakeholder alignment by facilitating Y workshops"). If not quantifiable, articulate the qualitative impact.

• Focus on Service Design & Process: Ensure your portfolio includes examples that specifically address process design, workflow mapping, and service blueprinting, not just UI design.

• Prepare for "0 to 1": Be ready to discuss how you would approach a completely new problem space where minimal information is available.

Challenge Preparation:

• Problem Framing: Practice framing ambiguous problems and identifying key questions to ask.

• Research Design: Be ready to outline a generative research plan for understanding agency teams' ideation processes.

• Synthesis Scenarios: Prepare to discuss how you would synthesize diverse inputs (e.g., interview transcripts, observation notes, existing documentation) into coherent insights.

• Stakeholder Management: Think about strategies for engaging and aligning various stakeholders with different perspectives and priorities.

📝 Enhancement Note: The interview process will heavily scrutinize your ability to handle ambiguity and your practical application of service design and UX research principles. A strong portfolio that clearly illustrates your end-to-end process is paramount.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Tools like Figma, Sketch, Adobe XD, or InVision for wireframing, prototyping, and collaborative design.

• Research & Synthesis: Platforms such as Dovetail, Miro, Mural, or specialized survey tools (e.g., SurveyMonkey, Typeform) for organizing research data, affinity mapping, and collaborative ideation.

• Process Mapping: Tools like Lucidchart, Visio, or dedicated service design platforms for creating service blueprints and workflow diagrams.

Analytics & Reporting:

• While not the primary focus, familiarity with analytics platforms (e.g., Google Analytics, Mixpanel) can provide context for digital product performance.

• Proficiency in presentation software (e.g., PowerPoint, Google Slides) for conveying research findings and design concepts. CRM & Automation:

• Experience with CRM systems (e.g., Salesforce) can be beneficial for understanding client engagement context, though not directly used in this role.

• Familiarity with project management tools (e.g., Jira, Asana, Trello) for tracking progress and managing tasks.

📝 Enhancement Note: The company's emphasis on AI-assisted tools suggests that familiarity with or a strong interest in emerging AI platforms relevant to design and research (e.g., AI writing assistants, AI-powered synthesis tools) would be a significant advantage.

👥 Team Culture & Values

Operations Values:

• Innovation & Impact: A drive to leverage technology to create positive impacts and solve real-world problems for clients and people.

• Collaboration & Teamwork: Emphasis on working together across disciplines to achieve shared goals, valuing diverse perspectives.

• Continuous Learning & Growth: A commitment to professional development, evidenced by their award-winning L&D programs, fostering an environment where employees can realize their full potential.

• Client-Centricity: A focus on understanding and meeting client needs with quality, cost-effective, and impactful solutions.

• Efficiency & Clarity: A dedication to removing roadblocks and increasing business efficiency, particularly through clearer requirements and optimized processes.

Collaboration Style:

• Cross-functional Integration: Expect a highly collaborative environment where designers, researchers, developers, and project managers work closely together.

• Open Communication: A culture that encourages open dialogue, feedback exchange, and knowledge sharing to foster continuous improvement.

• Agile & Iterative: Likely an adaptive approach to project work, embracing iterative design and development cycles to respond to evolving needs.

📝 Enhancement Note: The company's stated commitment to "positively impacting the lives of people around us and the environment" suggests a value system that extends beyond commercial success, appealing to candidates who seek purpose in their work.

⚡ Challenges & Growth Opportunities

Challenges:

• Defining Ambiguity: The primary challenge is navigating and defining a problem space where the exact nature of the solution and its requirements are not yet clear. This requires comfort with uncertainty and a proactive approach to discovery.

• Cross-Functional Alignment: Ensuring buy-in and consistent understanding from diverse stakeholders (agency teams, product, development) on research findings and proposed process changes.

• "0 to 1" Development: Building a new tool or agent from scratch requires significant initiative, creativity, and resilience. The success of the initial concept is critical.

• Measuring Impact: Quantifying the success of process interventions can be challenging, requiring creative approaches to data collection and analysis.

Learning & Development Opportunities:

• Advanced Research & Design: Opportunity to hone skills in generative research, service design, and the application of AI in design.

• Strategic Impact: Contribute to the foundational strategy and design of a new product, gaining experience in early-stage product development.

• Client Exposure: Work on high-profile projects, potentially with government agencies, offering valuable experience and portfolio enhancement.

• Mentorship: Access to structured development frameworks and potential mentorship from experienced industry professionals within Activate Interactive.

📝 Enhancement Note: The "0 to 1" nature of this project presents a significant challenge but also an unparalleled opportunity for professional growth and to make a foundational impact.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to define requirements for a product or service where the problem space was very ambiguous. How did you approach it?" (Focus on your generative research and synthesis process).

• "How would you design a research plan to understand how agency teams currently translate business ideas into buildable requirements for digital products?" (Prepare to outline methods, target participants, and key research questions).

• "Walk me through a service design project where you mapped a complex end-to-end process. What were the key insights and what recommendations did you make?" (Be ready to present your process and highlight your impact).

• "Imagine you've conducted research and identified several friction points in a process. How would you go about designing and testing potential interventions or solutions?" (Discuss your prototyping and testing strategies). Company & Culture Questions:

• "What interests you about working on a '0 to 1' project and potentially designing for AI-assisted tools?" (Align your interest with the role's unique aspects).

• "How do you typically collaborate with developers and product managers when your research findings challenge existing assumptions or plans?" (Demonstrate your collaboration and communication skills).

• "What does a 'fun working environment' mean to you, and how do you contribute to it?" (Showcase your alignment with Activate's culture).

• "Our company values positive impact. Can you share an experience where your work had a meaningful positive impact?" (Connect your past work to their stated values). Portfolio Presentation Strategy:

• Structure: Organize your presentation logically, perhaps by project theme or by demonstrating different stages of your process (discovery, synthesis, ideation, testing).

• Storytelling: Frame each case study as a story: the challenge, your approach, the insights you uncovered, the solutions you designed, and the impact achieved.

• Visuals: Use clear, concise visuals (e.g., journey maps, process diagrams, personas, key research artifacts) to illustrate your points.

• Focus on Process: Emphasize how you arrived at your conclusions and designs, not just what the final output was.

• Engagement: Be prepared to answer in-depth questions about your work, rationale, and decision-making process. Treat it as a collaborative discussion.

📝 Enhancement Note: Be ready to discuss your experience with process-oriented design and research, as this is a core requirement. Highlighting your ability to work independently and drive initiatives in an undefined space will be key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on Workable.

• Portfolio Customization: Curate a portfolio that prominently features your experience in service design, UX research, and process optimization. Prioritize case studies that demonstrate your ability to handle ambiguous problems and translate research into actionable insights for digital products.

• Resume Optimization: Tailor your resume to highlight keywords from the job description, such as "service design," "UX research," "generative research," "synthesis," "process mapping," and "stakeholder engagement." Quantify your achievements whenever possible.

• Interview Preparation: Practice articulating your design process, research methodologies, and problem-solving approaches. Prepare to discuss specific examples from your portfolio and how you would tackle the challenges presented in this role, especially the "0 to 1" aspect.

• Company Research: Familiarize yourself with Activate Interactive Pte Ltd's work, particularly their focus on technology consultancy, application development, and their clients (including government agencies). Understand their stated values regarding impact and employee development.

⚠️ 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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