M01 - Service Designer

FPT Asia Pacific; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

FPT Asia Pacific seeks a senior Service Design/UX Research professional to lead discovery for a digital product initiative in Singapore. You will collaborate with agency teams to transform ambiguous business ideas into clear, buildable requirements, blending service design with generative discovery to understand user workflows and pain points.

The role emphasizes planning workshops, synthesizing findings into design principles and opportunities, and working with Product, Design and Engineering

Qualifications

• Minimum 5 years in service design, UX research, product discovery, or related field.
• Ability to work in ambiguous/problematic spaces and guide teams to actionable outcomes.
• Strong generative research and synthesis skills for turning messy information into insights.
• Experience with qualitative research, stakeholder interviews, discovery sessions, and process mapping.
• Ability to design for processes and workflows beyond UI alone.
• Experience translating findings into design principles, opportunities, and requirements.
• Strong facilitation skills for problem framing, ideation and alignment.
• Excellent stakeholder communication across technical and non-technical audiences.

Responsibilities

• Conduct discovery with teams to understand how ideas become requirements for digital products.
• Map end-to-end journeys from ideas to clearly defined requirements.
• Identify recurring challenges, information loss, inefficiencies and divergent processes.
• Synthesize research into clear, structured, actionable insights.
• Translate findings into design principles and opportunity areas for a supporting tool or agent.
• Prototype and test interventions to improve clarity and actionable requirements.
• Plan and facilitate workshops to frame problems and align stakeholders.
• Collaborate with Product, Design and Engineering to inform solution development.
• Communicate findings and design rationale clearly to stakeholders.

Skills

Service design

UX research

Product discovery

Generative discovery

Workshop facilitation

Synthesis

Job description

Project Overview

The project explores how to help agency teams move from ambiguous business ideas and scattered information towards clear, buildable requirements for digital products.

The insights generated from this work will directly inform the design of a digital tool or AI-assisted agent intended to support the requirements discovery and definition process.

This role combines applied service design and generative discovery, with a strong focus on understanding the real problem, user behaviours, workflows, and pain points before shaping the solution.

Roles & Responsibilities

• Conduct discovery with agency teams to understand how they currently develop ideas, gather information, and translate business needs into requirements for digital products.
• Map the end-to-end journey from an initial business idea through to clearly defined and buildable requirements.
• Identify where teams encounter challenges, lose information, experience inefficiencies, or diverge in their processes.
• Identify recurring patterns, friction points, behaviours, and unmet needs across different teams.
• Synthesise complex and fragmented research findings into clear, structured, and actionable insights.
• Translate research findings into design principles, opportunity areas, and requirements that inform the concept and design of a supporting digital tool or agent.
• Prototype and test process interventions, workflows, or concepts to determine whether they help teams achieve greater clarity and develop more actionable requirements.
• Plan and facilitate workshops to frame problems, align stakeholders, explore opportunities, and pressure-test emerging concepts.
• Work closely with Product, Design, Engineering, and relevant stakeholders to ensure discovery insights effectively inform solution development.
• Communicate research findings, recommendations, and design rationale clearly to both technical and non-technical stakeholders.

Qualifications & Skill Sets

• At least 5 years of experience in Service Design, UX Research, Product Discovery, or a related discipline.
• Demonstrated experience working within ambiguous or complex problem spaces and helping teams move towards clear, actionable outcomes.
• Strong generative research and synthesis skills, with the ability to turn messy, scattered, or incomplete information into structured insights.
• Experience conducting qualitative research, stakeholder interviews, discovery sessions, and process mapping.
• Strong ability to design for processes, services, and workflows, rather than focusing solely on user interfaces.
• Experience translating research findings into design principles, opportunity areas, requirements, and solution concepts.
• Strong workshop facilitation skills with the ability to guide stakeholders through problem framing, ideation, and alignment.
• Confident stakeholder engagement and communication skills across both technical and non-technical audiences.
• Ability to work independently within an exploratory 0-to-1 environment where the final product or solution may not yet be defined.
• Comfortable with experimentation, prototyping, testing, and iterating based on evidence and user feedback.
• Interest in or exposure to AI-assisted tools, AI agents, or AI-enabled product experiences is an advantage.