UX Researcher and Service Designer - P26001

📍 Job Overview

Job Title: UX Researcher and Service Designer - P26001

Company: Activate Interactive Pte Ltd

Location: Singapore, Singapore

Job Type: Contract (12 or 24 months fixed term)

Category: User Experience (UX) & Service Design Operations

Date Posted: April 24, 2026

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

Remote Status: Hybrid

🚀 Role Summary

• Drive product strategy and service experience improvements through in-depth user and citizen research, leveraging both qualitative and quantitative methodologies.

• Translate complex data and insights into actionable recommendations for product development and service design initiatives.

• Facilitate user-centric ideation and problem-solving sessions, applying design thinking principles to create innovative solutions.

• Map customer journeys and design seamless, engaging experiences in collaboration with cross-functional Product, Tech, Data, and Business teams.

• Define and monitor key performance indicators (KPIs) to measure the effectiveness of services and identify areas for continuous improvement.

📝 Enhancement Note: The role is explicitly a fixed-term contract (12 or 24 months) and part of a Talent Pipeline Initiative, indicating proactive talent acquisition for future needs rather than immediate openings. The hybrid work arrangement is inferred from typical consultancy environments and the need for both on-site collaboration and remote flexibility.

📈 Primary Responsibilities

• Conduct generative and evaluative research (user interviews, surveys, usability testing, A/B testing) to uncover user needs, behaviors, motivations, and pain points across citizen, business, and public officer segments.

• Analyze qualitative and quantitative research data to identify significant trends, patterns, and actionable insights that inform product strategy and service enhancements.

• Develop and present comprehensive research reports and compelling presentations to effectively communicate findings and strategic recommendations to diverse cross-functional teams and stakeholders.

• Facilitate design thinking workshops and collaborative ideation sessions, prioritizing user needs and envisioning innovative solutions.

• Create detailed customer journey maps, service blueprints, and process flows to visualize research findings and communicate strategic direction.

• Collaborate closely with Product Managers, Engineers, Data Analysts, and Business stakeholders to translate research insights into tangible service concepts and product features.

• Define, track, and report on key performance indicators (KPIs) and relevant metrics to evaluate the effectiveness of products and services post-launch.

• Stay current with the latest UX research and service design methodologies, tools, and industry best practices, ensuring methodological rigor in all activities.

📝 Enhancement Note: The responsibilities are detailed to reflect the dual nature of UX Research and Service Design, emphasizing the end-to-end process from insight generation to solution implementation and measurement. The inclusion of "citizen service journey experience" and "public officer needs" suggests a potential focus on government or public sector projects, common for consultancies in Singapore.

🎓 Skills & Qualifications

Education:

Experience:

• Proven experience working as a User Researcher and/or Service Designer, with a portfolio demonstrating successful project outcomes.

• Demonstrated ability to deliver services and experiences by effectively collaborating with Product, Tech, Data, and Business partners.

Required Skills:

• Expertise in a wide range of qualitative and quantitative research methodologies (e.g., user interviews, contextual inquiry, surveys, diary studies, usability testing, A/B testing).

• Strong proficiency in data analysis and synthesis to derive actionable insights and identify key user needs and pain points.

• Deep understanding of design thinking principles and their application to problem-solving and innovation.

• Experience in creating comprehensive customer journey maps, service blueprints, and process flows.

• Familiarity with design and prototyping tools such as Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop).

• Excellent communication, presentation, and negotiation skills, with the ability to articulate complex ideas to diverse audiences.

• Demonstrates systems thinking, teamwork, leadership, and planning capabilities in project execution.

Preferred Skills:

• Direct experience in both traditional and modern approaches to participant recruitment for research studies.

• Familiarity with emerging technologies and their application in service design.

• Experience in defining and tracking product/service performance metrics and KPIs.

• Knowledge of agile development methodologies.

📝 Enhancement Note: The requirements are structured to highlight both the foundational knowledge (education, research principles) and practical application (tools, collaboration, project success). The emphasis on "systems thinking" and "agile environment" points towards a consultancy that values structured yet adaptable problem-solving.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a range of UX research and service design projects, highlighting your specific contributions and impact.

• Case studies that detail the research process, including problem definition, methodology selection, data analysis, and the resulting insights.

• Examples of deliverables such as user personas, journey maps, service blueprints, wireframes, and prototypes that demonstrate your design thinking and problem-solving abilities.

• Evidence of how your research and design work has directly influenced product strategy, improved user experiences, or driven measurable business outcomes.

Process Documentation:

• Demonstrated ability to document and communicate complex user research and service design processes, including research plans, analysis frameworks, and design specifications.

• Experience in developing and maintaining process documentation that supports the implementation and iteration of services and products.

• Examples of how you have used process documentation to ensure consistency, quality, and scalability of user-centered design practices.

📝 Enhancement Note: For roles involving design and research, a strong portfolio is paramount. This section emphasizes showcasing the process and impact of the work, not just the final artifacts, which is crucial for operations-minded candidates.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Outpatient medical coverage

• Specialist medical coverage

• Generous customizable flexi benefits or flexi allowance

• Life insurance

• Health insurance

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

• Learning programmes and certification support

• Dedicated staff development budget

• Structured career pathways

• Competency Framework for development

Working Hours:

• Standard full-time working hours, estimated at 40 hours per week, with flexibility offered through the company's Flexi-Work Arrangement program.

📝 Enhancement Note: Salary is estimated based on typical Singapore market rates for this experience level and specialization, adjusted for a contract role. Benefits are directly extracted from the job description and highlighted for their comprehensive nature. The flexi-benefits and flexi-work arrangements are particularly attractive for operations professionals seeking work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consultancy, Application Development (Mobile & Web), Cloud Technology.

Company Size: The job posting does not explicitly state the company size, but the presence across multiple countries (Singapore, Malaysia, Indonesia) and the mention of "cross-functional teams" suggests a medium to large organization, likely between 50-250 employees.

Founded: The founding date is not provided, but the company description indicates it is an established leader in its field, focused on empowering clients with technology solutions.

Team Structure:

• The role involves working within "cross-functional teams" alongside Product Managers, Tech leads, Data Analysts, and Business partners. This suggests a collaborative, project-based team structure common in consultancies.

Methodology:

• The company emphasizes "quality, cost-effective, and impactful end-to-end application development" and removing "technology roadblocks." This points to a methodology focused on delivering tangible client value through efficient and effective technology solutions.

• The role itself requires applying "design thinking principles," "agile environment" practices, and a focus on "user-centric" approaches.

Company Website: https://activate.sg/

📝 Enhancement Note: The company culture is inferred from its description as a technology consultancy aiming to empower clients. The emphasis on impact, quality, and efficiency in technology solutions aligns with operations-oriented thinking. The "Talent Pipeline Initiative" and fixed-term contract nature suggest a dynamic and project-driven work environment.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Senior level, requiring significant experience in UX research and service design. It involves conducting research, analyzing data, facilitating ideation, and collaborating across multiple functions to drive product strategy and service improvements. The responsibilities indicate a significant level of autonomy and contribution to strategic decision-making.

Reporting Structure: While not explicitly stated, the candidate will likely report to a senior design lead, a project manager, or a head of UX/Product within Activate Interactive. They will collaborate extensively with Product, Tech, Data, and Business stakeholders, indicating a matrixed reporting or project-based interaction.

Operations Impact: The role has a direct impact on the success of client projects by ensuring that solutions are user-centered, effective, and meet business objectives. By uncovering user needs and designing optimal service journeys, the UX Researcher and Service Designer contributes to client satisfaction, product adoption, and ultimately, the client's business efficiency and success. This is a critical "GTM enablement" function through user-centric product development.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies or service design domains (e.g., government services, FinTech UX).

• Leadership: Transition into leading research teams, managing junior researchers, or taking on senior project roles.

• Strategic Influence: Influence product roadmaps and company-wide service design strategies based on research insights.

• Skill Expansion: Develop skills in related areas like product management, business analysis, or advanced data analytics.

• Career Progression: The company offers structured career pathways, including technical/domain expert tracks and leadership tracks, supported by a competency framework and staff development budget.

📝 Enhancement Note: The analysis focuses on how UX/Service Design roles contribute to "GTM enablement" and "operations impact" through user-centric product development, aligning with the broader GTM operations focus. The growth opportunities are tailored to the specialized nature of the role and the company's stated commitment to development.

🌐 Work Environment

Office Type: Activate Interactive offers a hybrid work arrangement, implying a mix of in-office collaboration and remote work. The office environment in Singapore is likely modern and equipped to support collaborative work sessions, client presentations, and focused individual work.

Office Location(s): Singapore, with a presence in Malaysia and Indonesia. The specific office location in Singapore is not detailed but is implied to be a central hub for technology and business operations.

Workspace Context:

• Collaborative Environment: The role necessitates close collaboration with diverse teams (Product, Tech, Data, Business), suggesting an open-plan or flexible workspace designed to facilitate brainstorming, workshops, and co-creation.

• Tools & Technology: Access to industry-standard design and prototyping tools (Figma, Adobe Creative Suite) and likely other project management and communication platforms.

• Team Interaction: Frequent opportunities for interaction with peers, project teams, and potentially clients, fostering a dynamic and engaging work atmosphere.

Work Schedule: Standard working hours with flexibility. The "flexi-place, flexi-time, and flexi-load" arrangement allows individuals to manage their schedules and work locations to optimize productivity and work-life balance, which is beneficial for deep-focus tasks common in research and design.

📝 Enhancement Note: The work environment description is built around the "hybrid" arrangement and the "flexi-work" options, highlighting how these contribute to productivity and well-being for operations-focused roles.

📄 Application & Portfolio Review Process

Interview Process:

1. Application Review: Initial screening of CV and portfolio by the Talent team.

2. Exploratory Conversation: An initial chat (potentially with HR or a hiring manager) to discuss your background, interests, and suitability for the role and the Talent Pipeline Initiative.

3. Technical/Skills Assessment: This may involve a portfolio review session, a design challenge, or a case study presentation focusing on your research methodology, problem-solving approach, and service design thinking.

4. Team/Stakeholder Interviews: Meetings with potential team members (Product, Tech, Data) and hiring managers to assess cultural fit, collaboration style, and strategic thinking.

5. Final Decision: Offer extended for a suitable upcoming role.

Portfolio Review Tips:

• Structure: Organize your portfolio by project, clearly outlining the problem, your role, the methodology used, your process, key insights, solutions, and the impact/outcomes.

• Process Focus: Emphasize your research process, how you gathered insights, and how those insights directly informed your design decisions. Showcase journey maps, blueprints, or user flow diagrams.

• Visual Storytelling: Use visuals effectively to communicate your findings and designs. Ensure your presentations are clean, professional, and easy to follow.

• Quantify Impact: Where possible, include metrics or data that demonstrate the success of your work (e.g., improved usability scores, increased user satisfaction, reduced task completion time).

• Tailor to Role: Highlight projects that align with consultancy work, client collaboration, and the specific requirements of UX Research and Service Design.

Challenge Preparation:

• Methodology Deep Dive: Be prepared to discuss your preferred research methods, why you choose them for specific problems, and how you adapt them.

• Problem-Solving Scenarios: Practice articulating your approach to hypothetical design challenges, focusing on user needs and business goals.

• Service Design Principles: Be ready to discuss core service design concepts and how you apply them to create holistic user experiences.

• Tool Proficiency: Be comfortable discussing your experience with Figma, Adobe Creative Suite, and other relevant design and research tools.

📝 Enhancement Note: This section provides actionable advice specifically for portfolio presentation and interview preparation, emphasizing the need to demonstrate process, impact, and strategic thinking, which are critical for operations roles.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (primary), Sketch, Adobe Creative Suite (Illustrator, Photoshop). Proficiency in these tools is essential for wireframing, prototyping, and creating visual assets.

• Research Platforms: Familiarity with various survey tools (e.g., SurveyMonkey, Typeform), usability testing platforms (e.g., UserTesting.com, Maze), and potentially data analysis software.

Analytics & Reporting:

• Experience with analytics tools (e.g., Google Analytics, Mixpanel) to understand user behavior post-launch.

CRM & Automation:

• While not a primary focus, an understanding of how user experience impacts CRM data and customer lifecycle management could be beneficial. Familiarity with project management tools (e.g., Jira, Asana) is also valuable for agile environments.

📝 Enhancement Note: This section highlights the specific tools mentioned in the job description and infers others commonly used in UX Research and Service Design within a technology consultancy setting, emphasizing their role in the design and analysis process.

👥 Team Culture & Values

Operations Values:

• Impact-Driven: A strong focus on delivering "impactful end-to-end application development" and positively impacting clients' business efficiency through technology.

• Innovation & Continuous Improvement: Commitment to "continuously drive innovation" and empower employees to realize their full potential, suggesting a culture that embraces new ideas and ongoing learning.

• User-Centricity: A core value embedded in the role, emphasizing understanding and addressing the "Citizen/Business/Public Officer needs, behaviors, motivations, and pain points."

• Collaboration & Teamwork: The requirement to work with "cross-functional teams" highlights the importance of effective teamwork and communication.

• Quality & Efficiency: Delivering "quality, cost-effective" solutions points to a value placed on both excellence and operational efficiency.

Collaboration Style:

• Cross-Functional Integration: Expect a highly collaborative style, working closely with Product, Tech, Data, and Business teams to integrate user insights into the entire development lifecycle.

• Data-Informed Decision Making: Research findings and data analysis are central to informing design and product decisions, fostering a data-driven approach.

• Agile & Iterative: Likely to involve an iterative process with regular feedback loops and adjustments based on research and testing.

📝 Enhancement Note: This section interprets the company's mission and the role's responsibilities into core values and collaboration styles relevant to operations professionals, emphasizing data-driven approaches and cross-functional synergy.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Constraints: Effectively advocating for user needs while navigating technical limitations, budget constraints, and client expectations.

• Synthesizing Diverse Data: Integrating insights from various research methods and stakeholders into a cohesive and actionable strategy.

• Driving Change in a Consultancy Model: Influencing client perspectives and internal teams to adopt user-centered approaches and design principles.

• Rapid Project Cycles: Adapting quickly to new projects and client requirements in a dynamic consultancy environment.

Learning & Development Opportunities:

• Methodological Mastery: Opportunities to deepen expertise in cutting-edge UX research and service design techniques.

• Cross-Disciplinary Exposure: Learning from and collaborating with experts in application development, cloud technology, and data analytics.

• Industry Best Practices: Exposure to diverse client projects and industries, providing a broad understanding of different challenges and solutions.

• Formal Training: Access to "Learning programmes, certification support, and a dedicated staff development budget," as well as recognition as a "SHRI 2025 Gold winner" in Learning & Development.

• Career Tracks: Structured pathways for growth into senior specialist roles or leadership positions.

📝 Enhancement Note: Challenges are framed from an operations perspective (balancing constraints, driving change) and growth opportunities are linked to the company's stated commitment to learning and development, including specific awards.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used user research to significantly influence product strategy. What was the outcome?" (Focus on your process, the insights, and the measurable impact.)

• "How would you approach designing a service journey for [hypothetical user scenario relevant to Activate's work]? Walk us through your thought process, research methods, and key considerations." (Demonstrate your design thinking, research planning, and ability to map complex journeys.)

Company & Culture Questions:

• "What interests you about Activate Interactive and our approach to technology consultancy?" (Research the company's website, case studies, and mission.)

• "How do you approach collaboration with Product, Tech, and Business teams?" (Emphasize your cross-functional communication and teamwork skills.)

Portfolio Presentation Strategy:

• Project Selection: Choose 2-3 projects that best showcase your end-to-end UX research and service design capabilities, highlighting variety in methodology and impact.

• Narrative Arc: For each project, tell a clear story: the problem, your role, the research process, key insights, design solutions, and finally, the impact or outcome.

• Process Visualization: Use journey maps, service blueprints, wireframes, and user flow diagrams to visually represent your process and thinking.

• Data Emphasis: Highlight how data (qualitative and quantitative) informed your decisions and how you measured success.

• Conciseness: Be prepared to present your projects within a set timeframe, focusing on the most critical elements.

📝 Enhancement Note: Interview questions are crafted to probe the core competencies of a UX Researcher and Service Designer, with an emphasis on process, impact, and collaboration, aligning with operations expectations. Portfolio presentation advice focuses on storytelling and demonstrating tangible results.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workable link.

• Prepare your portfolio: Curate 2-3 key projects that best demonstrate your UX research and service design process, insights, and impact. Ensure it's well-organized and easy to navigate.

• Tailor your resume: Highlight keywords and achievements related to user research, service design, data analysis, design thinking, and cross-functional collaboration, aligning with the job description's requirements.

• Research Activate Interactive: Understand their services, client types, and company mission to articulate your interest and cultural fit during conversations.

• Practice your presentation: Rehearse walking through your portfolio projects, focusing on clear communication of your process, insights, and the tangible outcomes of your work.

⚠️ 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.

---