UX Researcher and Service Designer - A26373

📍 Job Overview

Job Title: UX Researcher and Service Designer - A26373

Company: Activate Interactive Pte Ltd

Location: Singapore, Singapore

Job Type: FULL_TIME

Category: Service Design & User Experience

Date Posted: October 1, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Lead the discovery, redesign, and migration of existing facilities management applications into a unified, AI-enabled platform experience.

• Drive service design initiatives by conducting user research, facilitating workshops, and developing service blueprints to understand operational needs and identify pain points.

• Collaborate closely with product managers, engineers, AI specialists, and business stakeholders to define and design intuitive, effective, and aligned digital service experiences.

• Optimize business processes by mapping 'as-is' and 'to-be' workflows, identifying streamlining opportunities, and supporting the redesign of operational processes during application revamps and migrations.

• Design future-state AI-enabled user journeys, including conversational, search-based, and intelligent productivity tools, ensuring they are user-centric and transparent.

📝 Enhancement Note: This role is a fixed-term contract for 1 year, which is a crucial detail for candidates to consider regarding long-term career planning. The role is also specifically within Singapore Government Agencies, implying a need for understanding public sector project environments and potentially stricter compliance or security protocols.

📈 Primary Responsibilities

• Plan and facilitate stakeholder engagement sessions, workshops, and co-design activities to gather requirements and foster collaboration.

• Conduct in-depth user research, including interviews, observations, and contextual inquiries, to deeply understand operational processes and user needs within the facilities management domain.

• Analyze existing workflows, identify critical pain points, workarounds, and service gaps to inform design decisions and process improvements.

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

• Design end-to-end user journeys across multiple applications and business processes, ensuring a cohesive and intuitive experience within the Facilities Experience (FX) Platform ecosystem.

• Develop future-state workflows, operating models, and innovative service concepts that enhance operational efficiency and user productivity.

• Create wireframes, interactive prototypes, and visual experience concepts to effectively validate design ideas and solutions with users and stakeholders.

• Ensure design consistency across all digital touchpoints within the FX ecosystem, maintaining a unified brand and user experience.

• Work closely with product managers to define user needs, prioritize opportunities, and translate business and operational requirements into clear user stories and functional specifications.

• Support backlog development, feature prioritization, and the definition of Minimum Viable Products (MVPs) and release scopes, including user validation plans.

• Map and analyze current ('as-is') and future ('to-be') business processes, identifying opportunities for streamlining, reducing manual effort, and improving overall service delivery.

• Collaborate with AI engineers to identify and design opportunities for AI-assisted user experiences, including conversational interfaces, intelligent search, and productivity tools.

• Plan and facilitate concept testing, usability testing, and User Acceptance Testing (UAT) activities to gather feedback and ensure design quality.

• Gather and synthesize user feedback throughout the entire software development lifecycle, from discovery to delivery and post-launch.

• Work closely with software engineers in an Agile environment to ensure designs are implemented accurately and effectively, participating in ceremonies like sprint planning and reviews.

• Support change management and adoption activities to ensure successful implementation and user uptake of new digital services.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on 'AI-Enabled Experience Design,' indicating that candidates familiar with designing for AI integrations, intelligent search, and conversational interfaces will be highly valued. The role also explicitly mentions supporting 'digital transformation, application modernisation, or platform migration initiatives,' signaling a need for experience in large-scale change projects.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Psychology, Information Technology, or a related field is typically expected for this level of role.

Experience: Minimum of 2-5 years of progressive experience in service design, user experience design, human-centered design, or product design, with a strong portfolio showcasing successful project outcomes. Proven experience working within Agile product development teams and collaborating effectively with cross-functional stakeholders.

Required Skills:

• Demonstrated experience in service design, user experience (UX) design, human-centered design, or product design.

• Strong understanding and practical application of user research methodologies (e.g., interviews, contextual inquiry, usability testing).

• Proficiency in design thinking principles and workshop facilitation techniques.

• Proven ability to facilitate stakeholder engagement sessions, co-design activities, and user interviews.

• Expertise in developing key design artifacts:

  • Journey maps
  • Service blueprints
  • Personas
  • Process maps ('as-is' and 'to-be')
  • Wireframes and interactive prototypes

• Strong analytical and problem-solving skills with a proven track record in business process documentation and redesign.

• Ability to translate complex user needs and operational requirements into actionable product requirements and user stories.

• Experience working effectively in Agile product development teams and participating in Agile ceremonies.

• Excellent written and verbal communication skills, with the ability to articulate design concepts and rationale clearly to diverse audiences.

• Ability to collaborate effectively with product managers, engineers, AI specialists, and business stakeholders. Preferred Skills:

• Experience designing for enterprise, government, or complex operational systems.

• Prior experience working on workflow management, case management, or specialized operational platforms.

• Familiarity with the facilities management, smart estate, or built environment domains.

• Proficiency with design and collaboration tools such as Figma, Miro, FigJam, or Lucidchart.

• Familiarity with designing AI-enabled user experiences, enterprise search functionalities, or conversational interfaces.

• Experience supporting digital transformation, application modernization, or large-scale platform migration initiatives.

📝 Enhancement Note: The experience level is inferred from the AI-generated "2-5 years" and the nature of the responsibilities. The requirement for "Experience designing enterprise, government or operational systems" and "Experience supporting digital transformation, application modernisation or platform migration initiatives" suggests that candidates with experience in large, complex organizations or public sector projects will have a distinct advantage.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 distinct projects demonstrating end-to-end service design and UX research processes.

• For each project, clearly articulate the problem statement, your specific role and contributions, the methodologies employed (user research, design thinking, Agile), and the outcomes achieved.

• Include detailed examples of key deliverables such as service blueprints, journey maps, personas, wireframes, and prototypes.

• Demonstrate how you translated user research findings into tangible design solutions and business process improvements.

• Highlight projects involving complex operational systems, government agencies, or digital transformation initiatives if applicable. Process Documentation:

• Provide examples of how you have mapped and analyzed 'as-is' business processes and designed 'to-be' optimized workflows.

• Showcase documentation that clearly outlines user needs, functional requirements, and user stories derived from research and stakeholder input.

• Include evidence of how you have supported the implementation of designs, including collaboration with development teams and participation in Agile ceremonies.

• Demonstrate how you have gathered and incorporated user feedback throughout the design and development lifecycle, including usability and UAT findings.

📝 Enhancement Note: Given the role's focus on redesigning existing applications and migrating to a new platform, the portfolio should strongly emphasize case studies demonstrating the ability to analyze complex existing systems, identify inefficiencies, and design streamlined, user-friendly future states. Experience with AI-driven features in the portfolio will be a significant plus.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for experienced Service Designers and UX Researchers in Singapore, and considering the fixed-term contract nature, a competitive salary range is estimated to be between SGD 6,000 - SGD 8,500 per month. This range accounts for the mid-level experience requirement (2-5 years), the specialized skill set, and the strategic importance of the role within a government agency context.

Benefits:

• Market competitive salary and variable performance bonus aligned to skills, impact, and contribution.

• Comprehensive medical coverage: Outpatient medical and specialist medical coverage.

• Generous and customizable flexi benefits or flexi allowance, allowing employees to tailor benefits to their needs.

• Life and health insurance policies for added security.

• Thoughtful perks such as special occasion "red packet" and Chinese New Year (CNY) goodies.

• Support for employee wellness through year-round initiatives focusing on physical, mental, and overall well-being.

• Access to structured learning programmes and certification support.

• Dedicated staff development budget to foster continuous learning.

• Structured career pathways, offering opportunities to grow along technical/domain expert or leadership tracks.

• A practical Competency Framework to support development, performance, and success.

• Flexible Work Arrangement options including flexi-place, flexi-time, and flexi-load, based on existing frameworks.

Working Hours: The role is full-time, typically implying around 40 hours per week. However, the company offers flexible work arrangements including flexi-time, allowing for adaptation to personal schedules within operational needs.

📝 Enhancement Note: The salary estimate is based on research of similar roles in Singapore's tech and consulting sectors, considering the mid-level experience and specialized skills. The fixed-term contract nature may influence negotiation, but the comprehensive benefits package, including flexi options and a dedicated development budget, adds significant value.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consultancy, Software Development, Public Sector Technology Services. Activate Interactive Pte Ltd operates within the technology consultancy space, focusing on application development, mobile and web technologies, and cloud solutions. Their work with Singapore Government Agencies places them in a unique position to drive digital transformation within the public sector, specifically in facilities management.

Company Size: Activate Interactive Pte Ltd is described as a leading technology consultancy with a presence in multiple countries, suggesting a medium-to-large enterprise size within the tech consultancy sector. The specific team size for this project is not detailed but is implied to be a dedicated unit working on the FX Platform.

Founded: The founding date of Activate Interactive Pte Ltd is not explicitly provided, but their established presence and diverse client base, including government agencies, indicate a mature organization with significant industry experience.

Team Structure:

• The role is part of the Co-Development Business Unit, specifically focused on the Facilities Experience (FX) Platform for JTC, a Singapore Government Agency.

• This implies a dedicated project team structure, likely comprising Product Managers, Service Designers/UX Researchers, UX/UI Designers, AI Specialists, Engineers (Frontend, Backend, DevOps), and Business Analysts.

• The reporting structure will likely involve reporting to a Product Manager or a Lead Designer/Service Designer, with close collaboration across all engineering and business stakeholder functions.

• Cross-functional collaboration is a cornerstone of this role, requiring constant interaction with various departments to understand operational needs, translate requirements, and ensure design alignment. Methodology:

• Data Analysis and Insights: Research findings are translated into actionable insights to inform design decisions and process improvements.

• Workflow Planning and Optimization: Focus on mapping and redesigning 'as-is' and 'to-be' processes to enhance efficiency and user experience.

• Automation and Efficiency Practices: Integration of AI and digital solutions to streamline operations and reduce manual effort.

• Agile Development: Participation in Agile ceremonies, sprint planning, and iterative design and development cycles.

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

📝 Enhancement Note: Working within Singapore Government Agencies suggests a structured, process-driven environment with a strong emphasis on compliance, security, and long-term impact. The "Co-Development Business Unit" implies a collaborative model, likely with the government agency itself as a partner in development.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-level, requiring 2-5 years of experience. It offers a significant opportunity to specialize in Service Design and UX Research within a critical public sector domain (facilities management). The scope involves not just design but also a deep understanding of business processes and AI integration, providing a well-rounded experience.

Reporting Structure: The role reports into a Product Manager or a Lead Designer within the Co-Development Business Unit, working closely with a cross-functional team that includes engineers, AI specialists, and business stakeholders from the government agency. This structure allows for direct exposure to project leadership and diverse technical disciplines.

Operations Impact: The role has a direct and substantial impact on the efficiency and effectiveness of government operations by redesigning and modernizing the Facilities Management ecosystem. Successful execution will lead to improved productivity for agency staff, better service delivery, and the strategic implementation of AI to enhance operational outcomes.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in Service Design, UX Research, and Human-Centered Design, with a focus on complex enterprise and government systems. Gain specialized experience in designing AI-enabled user journeys and conversational interfaces.

• Industry Specialization: Develop deep domain knowledge in facilities management, smart estates, and the built environment, becoming a subject matter expert in a critical sector.

• Leadership Development: Opportunities to lead design initiatives within projects, mentor junior designers, and potentially transition into a lead designer or product management role within Activate Interactive or the government sector.

• Digital Transformation Experience: Gain hands-on experience in large-scale digital transformation, application modernization, and platform migration projects, which are highly valuable skills in the current market.

• Learning & Development: Access to a dedicated staff development budget, learning programs, and certification support, fostering continuous professional growth.

📝 Enhancement Note: The "SHRI 2025 Gold winner" award for "Learning & Development; Coaching & Mentoring" underscores the company's commitment to employee growth. The dual career tracks (technical/domain expert vs. leadership) offer clear paths for progression tailored to individual aspirations.

🌐 Work Environment

Office Type: The role is described as Hybrid. While exact office days are not specified, it implies a mix of in-office and remote work. Given the government agency context, there may be requirements for on-site presence for specific meetings, workshops, or collaborative sessions.

Office Location(s): The primary work location is Singapore. Activate Interactive Pte Ltd also has a presence in Malaysia and Indonesia, suggesting potential for broader regional exposure or collaboration. Specific office details in Singapore are not provided, but it is implied that the work will be conducted in a professional office setting.

Workspace Context:

• Collaborative Environment: The role necessitates close collaboration with diverse teams, including product management, engineering, and business stakeholders. The use of tools like Miro and FigJam suggests a dynamic, collaborative digital workspace.

• Operations Tools and Technology: Access to industry-standard design and collaboration tools such as Figma, Miro, FigJam, and Lucidchart is expected. The work involves designing for advanced technologies like AI, suggesting exposure to modern development stacks.

• Team Interaction: Regular interaction with team members through Agile ceremonies, design reviews, workshops, and project meetings, both in person and virtually.

Work Schedule: Full-time employment with flexible work arrangements (flexi-time, flexi-place, flexi-load) is offered. This flexibility allows for better work-life integration, which is beneficial for deep analytical and creative work, while ensuring project deadlines and collaborative needs are met.

📝 Enhancement Note: The hybrid nature combined with government agency client work might mean specific days or periods require on-site presence in Singapore. Candidates should clarify expectations regarding on-site requirements with the hiring team.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and portfolio to assess alignment with the required skills and experience.

• Hiring Manager/Team Interview: An interview with the hiring manager or key team members to discuss your background, experience, and approach to service design and UX research. Expect questions about your portfolio projects and problem-solving methodologies.

• Design Challenge/Case Study: A practical exercise or case study, potentially involving a real-world problem related to facilities management or service design. This assesses your analytical skills, design process, and ability to articulate solutions.

• Stakeholder/Cross-functional Interview: An interview with representatives from product management, engineering, or business stakeholders to evaluate your collaboration skills and ability to work within a cross-functional team.

• Final Interview: Potentially a final interview with senior leadership to discuss cultural fit, career aspirations, and overall alignment with Activate Interactive's values and the project's strategic goals.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your end-to-end service design and UX research capabilities, specifically highlighting experience with complex systems, process improvement, and user-centric design.

• Tell a Story: For each project, clearly articulate the problem, your role, the process followed, key insights derived from research, design decisions made, and the measurable impact or outcomes achieved. Use visuals effectively.

• Highlight Process: Showcase your understanding of various methodologies (Design Thinking, Agile, user research techniques) and how you applied them. Detail how you translated research into actionable design solutions.

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

• Tailor to the Role: Emphasize any experience with government projects, facilities management, AI-enabled experiences, or digital transformation initiatives, as these are key aspects of the role.

Challenge Preparation:

• Understand the Domain: Research Singaporean government agencies, specifically JTC, and the facilities management sector. Understand common challenges and operational needs.

• Practice Process Mapping: Be prepared to map out 'as-is' and 'to-be' processes for a given scenario.

• Articulate Design Decisions: Be ready to explain the rationale behind your design choices, referencing user research and business objectives.

• AI Integration: Consider how AI could be applied to enhance user experiences in operational contexts.

• Agile Context: Understand how design integrates into Agile development cycles.

📝 Enhancement Note: The emphasis on government agencies and the FX Platform suggests that case studies demonstrating complex problem-solving, stakeholder management in regulated environments, and the ability to drive change through design will be highly valued.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (primary expectation), Miro, FigJam, Lucidchart (or equivalent tools for wireframing, prototyping, journey mapping, service blueprints, and process mapping). Proficiency in at least one of these is essential.

• Collaboration: Tools for virtual collaboration, potentially including Slack, Microsoft Teams, or similar platforms, alongside the design collaboration tools.

Analytics & Reporting:

• While not explicitly mentioned as a primary responsibility for the Service Designer, an understanding of how user research and design impact key performance indicators (KPIs) for the FX Platform will be crucial. This might involve familiarity with analytics platforms used to track user engagement and operational efficiency. CRM & Automation:

• Familiarity with how CRM systems and workflow automation tools are used in enterprise environments can be beneficial for understanding broader operational contexts, though direct experience with CRM configuration might not be required. The role focuses more on the user experience of these systems.

• AI Integration: Experience or familiarity with designing for AI-enabled user experiences, including conversational AI, intelligent search, and predictive analytics interfaces.

📝 Enhancement Note: The explicit mention of Figma, Miro, FigJam, and Lucidchart indicates these are the primary tools the candidate will be expected to use. Candidates should be prepared to discuss their proficiency and experience with these specific platforms.

👥 Team Culture & Values

Operations Values:

• Innovation & Impact: A drive to leverage technology to create positive impacts on people's lives and business efficiency. This role is central to innovating the facilities management experience.

• Collaboration & Partnership: Strong emphasis on working closely with clients (government agencies) and internal teams to co-develop solutions.

• Continuous Learning & Development: A commitment to employee growth, evidenced by learning programs, certification support, and a dedicated development budget.

• User-Centricity: A core principle of designing solutions that are intuitive, effective, and aligned with user needs and operational outcomes.

• Efficiency & Process Optimization: A focus on streamlining workflows, reducing manual effort, and improving service delivery through thoughtful design.

Collaboration Style:

• Cross-functional Integration: Expect a highly collaborative environment where designers work hand-in-hand with product managers, engineers, and business stakeholders to achieve shared goals.

• Design Thinking & Co-creation: A culture that embraces design thinking methodologies, actively involving stakeholders in workshops and co-design sessions to build consensus and generate innovative ideas.

• Feedback & Iteration: An iterative approach to design, where feedback from users and stakeholders is actively sought, synthesized, and used to refine solutions throughout the development lifecycle.

• Data-Informed Decisions: While creativity is key, decisions are grounded in user research, analytics, and business objectives.

📝 Enhancement Note: The company's "SHRI 2025 Gold winner" award for "Learning & Development; Coaching & Mentoring" highlights a strong emphasis on a supportive and growth-oriented culture. The mention of "equal opportunities" and non-discrimination policies indicates a commitment to diversity and inclusion.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Stakeholder Environment: Navigating the needs and priorities of multiple stakeholders within a government agency and within Activate Interactive itself.

• Legacy System Integration/Migration: Redesigning and migrating existing, potentially complex or outdated, facilities management applications into a unified, modern platform.

• AI Adoption & Trust: Designing AI-enabled experiences that users will trust and adopt, ensuring transparency and intuitive interaction.

• Balancing User Needs with Operational Constraints: Finding design solutions that are both user-friendly and practical within the operational realities and compliance requirements of a government agency.

• Driving Change: Facilitating adoption of new digital services and processes among end-users who may be accustomed to existing workflows.

Learning & Development Opportunities:

• Specialized Domain Expertise: Deepen knowledge in facilities management, smart estates, and the built environment, becoming a sought-after expert in this niche.

• AI UX Specialization: Gain hands-on experience designing cutting-edge AI-powered user interfaces and conversational experiences.

• Large-Scale Project Experience: Contribute to significant digital transformation and platform modernization initiatives, building a strong portfolio of complex project delivery.

• Cross-Disciplinary Collaboration: Enhance skills in working effectively with diverse teams, including AI engineers, product managers, and government officials.

• Formal Training and Certification: Utilize the dedicated staff development budget for courses, workshops, and certifications relevant to service design, UX, AI, or the specific domain.

📝 Enhancement Note: The role offers a unique opportunity to work on a government project with a focus on AI, which is a rapidly growing area. Overcoming the challenges associated with legacy systems and driving adoption within a public sector context will provide invaluable experience.

💡 Interview Preparation

Strategy Questions:

• Design Process & Methodology: "Describe a complex service design project from your portfolio. Walk us through your process, from initial research to final implementation, highlighting key decisions and how you navigated challenges." Focus on articulating your approach to user research, journey mapping, service blueprinting, and prototyping.

• Stakeholder Management: "How do you approach gathering requirements and managing expectations from diverse stakeholders, including technical teams and non-technical business users, especially in a government context?" Prepare examples of successful collaboration and conflict resolution.

• Problem-Solving & Innovation: "Imagine you need to redesign a core workflow for facilities maintenance. What steps would you take to identify pain points and design a more efficient, user-friendly solution, potentially incorporating AI?" Be ready to brainstorm solutions and articulate your thought process.

Company & Culture Questions:

• Motivation & Fit: "Why are you interested in Activate Interactive and this specific role, particularly working with government agencies on their Facilities Experience Platform?" Research Activate's mission and values, and the importance of digital transformation in government.

• Teamwork: "Describe your experience working in Agile teams. How do you collaborate with developers, product managers, and other designers?" Provide examples of your contribution to team success.

• Impact Measurement: "How do you measure the success of your designs? What metrics do you typically track for service design or UX improvements?" Discuss how you'd assess the impact on operational efficiency and user satisfaction.

Portfolio Presentation Strategy:

• Structure for Clarity: Organize your portfolio presentation logically, perhaps by project. For each project, clearly define the problem, your role, the methodology, key insights, design solutions, and outcomes. Use strong visuals.

• Focus on Process and Impact: Emphasize how you arrived at your solutions and the impact your work had. Quantify results where possible (e.g., "reduced task completion time by X%", "improved user satisfaction scores by Y%").

• Tailor to the Role: Highlight projects that demonstrate experience with complex systems, process optimization, government or enterprise clients, and ideally, any exposure to AI-driven features.

• Be Ready for Deep Dives: Prepare to answer detailed questions about your design decisions, research findings, and the trade-offs you made. Be honest about challenges and how you overcame them.

• Engage the Interviewer: Make it a conversation. Ask clarifying questions about the project or challenge, and demonstrate enthusiasm for the work.

📝 Enhancement Note: Given the government agency context, expect questions that probe your understanding of user needs in operational environments, process efficiency, and the ability to deliver robust, scalable solutions. Highlighting experience with public sector projects or similar complex organizational structures will be advantageous.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on Workable.

• Portfolio Customization: Curate your portfolio to prominently feature projects that align with the core responsibilities: service design, UX research, business process improvement, and experience with complex/enterprise systems. Emphasize case studies demonstrating your ability to analyze 'as-is' processes and design 'to-be' optimized workflows, especially if they involve government or operational contexts.

• Resume Optimization: Tailor your resume to include keywords from the job description, such as "Service Design," "UX Researcher," "Human-Centered Design," "Design Thinking," "Journey Mapping," "Service Blueprints," "Business Process Improvement," "Agile," and specific tools like "Figma" and "Miro." Quantify your achievements and highlight experience with enterprise or government systems.

• Interview Preparation: Practice articulating your design process and project outcomes clearly and concisely. Prepare to discuss your experience with stakeholder management, Agile methodologies, and how you approach designing for AI-enabled experiences. Be ready to present your portfolio and discuss specific case studies in detail.

• Company Research: Familiarize yourself with Activate Interactive Pte Ltd, their work in technology consultancy, and their focus on government projects. Understand the importance of the Facilities Experience (FX) Platform and JTC's role. Research common challenges in facilities management and digital transformation within government entities.

⚠️ 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.

---