UX service Designer

📍 Job Overview

Job Title: UX Service Designer

Company: Kyndryl

Location: Singapore

Job Type: FULL_TIME

Category: UX/Service Design & Strategy

Date Posted: 2026-04-28

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

Remote Status: Hybrid

🚀 Role Summary

• Drive improvements in citizen service journey experiences through in-depth user research and data analysis.

• Inform overall product strategy and development decisions by translating research insights into actionable recommendations.

• Collaborate with cross-functional teams, including Product, Tech, Data, and Business partners, to deliver user-centric services and experiences.

• Apply design thinking principles and advanced research methodologies to solve complex problems and envision innovative solutions.

• Develop and maintain customer journey maps and service design blueprints to communicate findings and strategic direction.

📝 Enhancement Note: This role is positioned as a UX Service Designer, blending user experience research with service design principles. The emphasis on "citizen service journey experience" and collaboration with "Product, Tech, Data, and Business partners" indicates a strategic role focused on improving end-to-end service delivery within Kyndryl's client-facing operations. The requirement for an advanced degree and 5-10 years of experience suggests a mid-to-senior level position with significant autonomy and impact.

📈 Primary Responsibilities

• Conduct comprehensive qualitative and quantitative research (e.g., user interviews, surveys, usability testing, A/B testing) to understand citizen/business needs, behaviors, motivations, and pain points.

• Analyze research data to identify trends, patterns, and actionable insights, translating them into clear and compelling research reports and presentations for stakeholders.

• Facilitate ideation workshops and design thinking sessions, prioritizing user needs and collaboratively developing innovative solutions.

• Create detailed customer journey maps, service design blueprints, and other artifacts to visualize user experiences and communicate research findings effectively.

• Partner with designers, developers, product managers, and business stakeholders to translate research insights into seamless, engaging, and usable service experiences.

• Define and track key performance indicators (KPIs) to measure the effectiveness of products and services, identifying areas for continuous improvement.

• Stay abreast of the latest research methodologies, service design techniques, tools, and industry trends to ensure methodological rigor and innovation.

• Ensure the usability and accessibility of service concepts and products through close collaboration with design and development teams.

📝 Enhancement Note: The responsibilities highlight a strong focus on the end-to-end service design lifecycle, from initial research and ideation to final product implementation and performance measurement. The emphasis on "citizen service journey experience" suggests a public-facing or large-scale enterprise service context, common in organizations like Kyndryl.

🎓 Skills & Qualifications

Education: Advanced degree, training, or certification in Service Design, UX Design, Human-Computer Interaction (HCI), or related design fields.

Experience: Minimum 5-10 years of direct experience in UX research, service design, and product development, with a proven track record of implementing user-centric solutions in dynamic, agile environments.

Required Skills:

• Expertise in conducting both qualitative and quantitative user research methodologies (e.g., interviews, surveys, usability testing, A/B testing).

• Proficient in analyzing research data to identify actionable insights and trends.

• Strong understanding and application of design thinking principles and user-centric ideation techniques.

• Skilled in creating customer journey maps, service design blueprints, and process flows.

• Experience collaborating effectively with cross-functional teams (Product, Tech, Data, Business).

• Familiarity with design and prototyping tools such as Figma and/or Adobe Creative Suite.

• Demonstrates strong systems thinking and planning capabilities.

• Excellent communication, presentation, and negotiation skills.

Preferred Skills:

• Experience with modern approaches to recruitment, diverse research methods, and reporting.

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

• Experience in defining and tracking Key Performance Indicators (KPIs) for product and service effectiveness.

• Ability to select the right research methods at the right time and synthesize complex information into digestible deliverables.

📝 Enhancement Note: The qualifications emphasize a blend of research expertise, strategic thinking, and practical design skills. The mention of "advanced degree, training, or certification" combined with 5-10 years of experience suggests a need for both formal education and substantial practical application in the field. The explicit mention of "recruitment" alongside "diverse research methods" might indicate a need to understand internal employee journeys or talent acquisition processes as part of broader service design initiatives.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 comprehensive case studies demonstrating end-to-end service design and UX research projects.

• Clearly articulate the problem statement, research objectives, methodologies employed, and the insights derived.

• Illustrate the design process, including ideation, prototyping, user testing, and iteration.

• Highlight the impact of your work on user experience improvements, business outcomes, or efficiency gains, ideally with quantifiable results.

Process Documentation:

• Demonstrate experience in documenting research processes, including research plans, participant recruitment strategies, and data synthesis methods.

• Provide examples of how you have translated research findings into actionable design recommendations and product strategy inputs.

• Showcase your ability to collaborate with cross-functional teams to define and refine service processes and user workflows.

📝 Enhancement Note: For a UX Service Designer role, a robust portfolio is critical. The emphasis should be on demonstrating the entire design and research process, from problem identification through to impact measurement. The inclusion of "service design blueprints" and "process flows" in the requirements directly aligns with the core responsibilities of this role, indicating that candidates should be prepared to present these artifacts.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a UX Service Designer with 5-10 years of experience in Singapore, the estimated annual salary range is SGD 90,000 - SGD 140,000. This estimate considers the cost of living in Singapore, the specialized skills required, and Kyndryl's position as a global technology services company.

Benefits:

• Flexible working environment

• Comprehensive "Be Well" programs supporting financial, mental, physical, and social health.

• Professional development opportunities, including access to cutting-edge learning resources.

• Certification opportunities with leading technology partners (e.g., Microsoft, Google, Amazon).

• Opportunities for career advancement and leadership development.

• Hybrid work model offering a balance between remote and in-office collaboration.

Working Hours: The standard working hours are approximately 40 hours per week, with flexibility to accommodate project needs and a hybrid work arrangement.

📝 Enhancement Note: Salary for this role in Singapore can vary significantly. The estimated range is based on aggregated data from reputable salary comparison sites for similar roles and experience levels in Singapore, adjusted for the specific industry (IT Services/Consulting) and company size. The benefits listed are directly extracted from the job description, emphasizing Kyndryl's focus on employee well-being and growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services & Consulting. Kyndryl operates at the forefront of mission-critical technology systems, providing IT infrastructure services, cloud solutions, and digital transformation expertise to global enterprises. This industry context means the operations and design teams must be highly attuned to client needs, technological advancements, and service delivery excellence.

Company Size: Kyndryl is a large enterprise, having spun off from IBM. This scale implies structured processes, a global reach, and opportunities to work on complex, high-impact projects. For operations professionals, this means navigating established systems while also having the potential to drive significant change.

Founded: Kyndryl was established in November 2020 as an independent entity, having previously been part of IBM. This relatively recent independence suggests a company in a phase of building its own identity and operational frameworks while leveraging decades of experience.

Team Structure:

• The UX Service Designer will likely be part of a broader Product, Design, or Digital Transformation team.

• Collaboration is expected with Product Managers, UI Designers, Developers, Data Analysts, Business Analysts, and client-facing stakeholders.

Methodology:

• Data-Driven Insights: Emphasis on using research data and analytics to inform decisions.

• Agile Development: Work within dynamic and agile environments, requiring flexibility and iterative approaches.

• Design Thinking: Application of design thinking principles for problem-solving and innovation.

• User-Centricity: A core focus on understanding and meeting user/citizen needs.

Company Website: https://www.kyndryl.com/

📝 Enhancement Note: Kyndryl's background as a spin-off from IBM means it possesses deep technical expertise and a large client base. The culture is likely a blend of established corporate processes and a drive for innovation and agility as a standalone entity. The emphasis on "Kinship" and "Belonging" suggests a focus on fostering an inclusive and collaborative work environment, which is crucial for roles requiring extensive cross-functional interaction.

📈 Career & Growth Analysis

Operations Career Level: This role is at a mid-to-senior level, requiring 5-10 years of experience. It signifies a position of influence where the individual is expected to lead research initiatives, contribute significantly to product strategy, and mentor more junior team members. The scope includes improving "citizen service journey experience," indicating a broad impact across user touchpoints.

Reporting Structure: The UX Service Designer will likely report to a Lead UX Designer, Head of Design, or a Director of Product Management/Digital Transformation, depending on the specific organizational structure within Kyndryl. They will collaborate extensively with peers in Product, Engineering, and Business functions.

Operations Impact: This role directly impacts the usability, efficiency, and satisfaction of Kyndryl's services and products for its clients ("citizens"). By improving service journeys, the UX Service Designer contributes to client retention, operational efficiency, and the overall success of Kyndryl's technology solutions. Insights generated can influence strategic decisions, R&D investment, and the prioritization of features or service enhancements.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies, service design frameworks, or industry verticals served by Kyndryl.

• Leadership: Progress into Lead UX Designer, Design Manager, or Product Owner roles, managing teams and larger strategic initiatives.

• Cross-Functional Mobility: Transition into Product Management, Strategy, or Digital Transformation roles, leveraging a strong understanding of user needs and service design.

• Skill Development: Continuous learning through certifications, workshops, and exposure to cutting-edge technologies and design practices.

📝 Enhancement Note: The career path for a UX Service Designer at a company like Kyndryl is typically one of increasing strategic influence and leadership. The role offers a solid foundation for advancing into senior design leadership, product strategy, or even broader business consulting roles, given the focus on client-facing services and complex technology systems.

🌐 Work Environment

Office Type: Kyndryl promotes a hybrid-friendly culture, indicating a mix of remote work and in-office collaboration. This suggests a modern office environment designed to facilitate teamwork, brainstorming, and in-person interactions when needed.

Office Location(s): The role is based in Singapore, with specific locations mentioned as Singapore (KSG51588), Singapore (South West), and Singapore (South East). This implies access to corporate office spaces within the city-state, likely equipped with collaborative workspaces, meeting rooms, and necessary technology infrastructure.

Workspace Context:

• Collaborative Spaces: Offices are likely equipped with areas conducive to team meetings, workshops, and informal discussions, supporting the cross-functional nature of the role.

• Technology & Tools: Access to standard office technology, reliable internet, and potentially specialized design software and hardware as needed for UX/service design work.

• Team Interaction: Opportunities to engage with a diverse team of professionals across various disciplines, fostering knowledge sharing and a sense of community.

Work Schedule: The standard working hours are approximately 40 hours per week, with a hybrid work arrangement. This offers flexibility, allowing individuals to balance work responsibilities with personal well-being, while ensuring consistent coverage and collaboration during core working days.

📝 Enhancement Note: The hybrid model is a key aspect of Kyndryl's work environment. For a UX Service Designer, this means needing to be adept at both remote collaboration tools and in-person facilitation. The Singapore location places the role within a major tech hub, suggesting a vibrant professional ecosystem.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, focusing on relevant experience and qualifications.

• Technical/Portfolio Review: Candidates will likely present their portfolio, discussing case studies that demonstrate their UX research, service design, and problem-solving skills. Expect in-depth questions about methodologies, insights, and impact.

• Behavioral & Situational Interviews: Interviews will assess soft skills, including teamwork, communication, problem-solving, and cultural fit with Kyndryl's values (Kinship, Belonging, empathy).

• Cross-functional Panel: Potentially meet with stakeholders from Product, Engineering, or Business to gauge collaboration effectiveness and strategic understanding.

• Final Interview: A discussion with senior leadership to confirm suitability for the role and discuss career aspirations.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best showcase your end-to-end service design and UX research capabilities.

• Tell a Story: For each project, clearly articulate the problem, your role, the process followed, the key insights, the solutions developed, and the measurable impact.

• Highlight Methodology: Be prepared to discuss why you chose specific research methods and how they informed your design decisions.

• Showcase Artifacts: Include examples of journey maps, service blueprints, wireframes, prototypes, and user testing results.

• Quantify Impact: Whenever possible, provide data or metrics that demonstrate the positive outcomes of your work (e.g., improved user satisfaction, reduced task completion time, increased conversion rates).

• Tailor to Kyndryl: If possible, subtly align your case studies with Kyndryl's focus on enterprise technology services and client-centric solutions.

Challenge Preparation:

• Problem-Solving Scenarios: Be ready to discuss how you would approach a hypothetical service design or UX research challenge relevant to Kyndryl's business.

• Methodology Application: Prepare to explain how you would apply specific research or design thinking methods to a given problem.

• Stakeholder Management: Think about how you would communicate complex findings or advocate for user needs to diverse stakeholders with different priorities.

📝 Enhancement Note: The emphasis on a portfolio review and case studies is paramount for this role. Candidates should be prepared to go deep into their process and demonstrate tangible results. The mention of "citizen service journey experience" suggests that case studies involving large-scale service improvements or complex user flows will be highly valued.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (explicitly mentioned), Adobe Creative Suite (Photoshop, Illustrator, XD) are expected.

• Research Platforms: Experience with survey tools (e.g., SurveyMonkey, Qualtrics), user interview platforms (e.g., Zoom, Google Meet), and potentially specialized UX research tools (e.g., UserTesting.com, Maze).

• Collaboration Tools: Microsoft Teams, Slack, Jira, Confluence are likely standard for cross-functional team communication and project management.

Analytics & Reporting:

• Data Analysis: Proficiency in analyzing qualitative and quantitative data. Familiarity with tools like Excel, Google Sheets, and potentially BI tools (e.g., Tableau, Power BI) for visualizing trends.

• Reporting: Ability to create clear, concise reports and presentations using tools like PowerPoint or Google Slides.

CRM & Automation:

• While not explicitly mentioned as core tools for this role, familiarity with how CRM systems (like Salesforce) and automation platforms impact customer journeys and service delivery can be beneficial for understanding the broader ecosystem.

📝 Enhancement Note: The explicit mention of Figma and Adobe Creative Suite indicates these are core requirements. For a UX Service Designer, proficiency extends beyond just using the tools to strategically applying them to solve user problems and communicate design effectively. Awareness of how these design outputs integrate into broader technology stacks (CRM, analytics) is a plus.

👥 Team Culture & Values

Operations Values:

• Kinship & Belonging: Kyndryl emphasizes strong bonds and inclusivity. Operations professionals are expected to foster a sense of community, respect diverse perspectives, and contribute to a supportive team environment.

• Empathy: A deep understanding and consideration for the needs of colleagues, clients, and end-users are paramount. This drives user-centric design and effective collaboration.

• Restless Learning: A commitment to continuous learning, staying updated with industry trends, and adopting new methodologies and technologies.

• Shared Success: A focus on collective achievement, working collaboratively towards common goals, and celebrating team wins.

• Well-being: Prioritizing the holistic health (financial, mental, physical, social) of every employee.

Collaboration Style:

• Cross-functional Integration: Active collaboration with Product, Tech, Data, and Business teams is essential. This involves clear communication, shared understanding of objectives, and joint problem-solving.

• Empathetic Communication: Engaging in open, honest, and respectful dialogue, particularly when presenting research findings or advocating for user needs.

• Iterative Feedback: A culture that embraces constructive feedback loops to refine designs and processes continuously.

• Knowledge Sharing: Willingness to share insights, best practices, and learnings to elevate the entire team's capabilities.

📝 Enhancement Note: Kyndryl's stated values of "Kinship," "Belonging," and "Empathy" are central to their culture. For a UX Service Designer, this translates to building strong working relationships, actively listening to diverse viewpoints, and ensuring that user needs are understood and addressed with compassion. These values are critical for effective cross-functional collaboration, especially in a hybrid work setting.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Stakeholder Needs: Effectively managing competing priorities and perspectives from various business units, technical teams, and end-users.

• Translating Complex Insights: Communicating intricate research findings and their implications clearly to non-design/non-research audiences.

• Driving Adoption of New Methodologies: Introducing and embedding new research or service design practices within a large, established organization.

• Measuring Long-term Impact: Quantifying the ROI and long-term benefits of design initiatives, especially in complex enterprise service environments.

• Navigating Hybrid Work: Ensuring seamless collaboration and maintaining team cohesion in a hybrid work model.

Learning & Development Opportunities:

• Advanced Certifications: Pursue certifications in specialized areas of UX, service design, or related fields from industry leaders.

• Industry Conferences & Workshops: Attend events to stay updated on the latest trends, tools, and best practices.

• Mentorship Programs: Benefit from mentorship from senior designers or leaders within Kyndryl, gaining insights into career progression and strategic thinking.

• Cross-functional Projects: Gain exposure to different areas of the business by participating in diverse project teams, broadening understanding of enterprise technology services.

• Leadership Development: Opportunities to lead projects, mentor junior designers, and potentially move into management roles.

📝 Enhancement Note: The challenges are typical for a senior role in a large enterprise, focusing on strategic influence, effective communication, and process adoption. The growth opportunities highlight Kyndryl's commitment to investing in its employees' development, providing pathways for both specialized expertise and leadership.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design challenge you've faced and how you used research to inform your strategy and solution. What was the outcome?" (Focus on problem framing, research rigor, and impact.)

• "How would you approach understanding and improving the 'citizen service journey experience' for a new enterprise IT solution Kyndryl is developing?" (Focus on methodology, stakeholder engagement, and user-centricity.)

Company & Culture Questions:

• "How do Kyndryl's values of 'Kinship' and 'Belonging' resonate with your approach to teamwork and collaboration?" (Focus on cultural alignment and interpersonal skills.)

• "How do you ensure empathy is integrated into your design process, especially when working with diverse internal teams and external clients?" (Focus on user advocacy and communication.)

Portfolio Presentation Strategy:

• Structure: Organize your presentation logically: problem, your role/process, key insights, solutions, and impact. Use visuals effectively.

• Storytelling: Frame each case study as a narrative with a clear beginning, middle, and end. Emphasize the "why" behind your decisions.

• Quantify Impact: Be ready with metrics. If exact numbers aren't available, discuss potential impact or how you would measure it.

• Engage: Be prepared for questions. Treat it as a collaborative discussion rather than a one-way presentation. Show enthusiasm for Kyndryl's mission.

• Conciseness: Respect time limits. Focus on the most critical aspects of each project.

📝 Enhancement Note: Interview preparation should heavily emphasize the candidate's ability to articulate their process and demonstrate tangible impact. Given the role's focus, expect questions that probe strategic thinking, problem-solving capabilities, and cross-functional collaboration skills. The portfolio presentation is likely the most critical component.

📌 Application Steps

To apply for this UX Service Designer position:

• Submit your application through the Kyndryl Careers portal via the provided URL.

• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight your experience in UX research, service design, customer journey mapping, and working with enterprise technology solutions. Select case studies that best demonstrate your impact in these areas.

• Resume Optimization: Clearly articulate your years of experience, advanced degree/certifications, and proficiency in required tools (Figma, Adobe Suite). Use keywords from the job description such as "service design," "UX research," "design thinking," and "agile."

• Interview Preparation: Practice articulating your case studies, focusing on the problem, your process, insights, solutions, and measurable outcomes. Prepare to discuss your approach to collaboration and stakeholder management.

• Company Research: Familiarize yourself with Kyndryl's mission, services, and recent news. Understand their focus on technology services and client success, and consider how your skills can contribute to their goals.

⚠️ 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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