M01 - Service Designer

FPT Software; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

FPT Software in Singapore seeks an experienced Service Designer/UX Researcher to guide discovery efforts for digital products. You will work with agency teams to understand ideas, map journeys, and translate business needs into actionable requirements for a new AI-assisted tool or agent.

You will synthesize findings into design principles, facilitate workshops, prototype process interventions, and collaborate with Product, Design, and Engineering to ensure insights shape the solution.

Qualifications

• At least 5 years of experience in Service Design, UX Research, Product Discovery, or a related discipline.
• Ability to work in ambiguous problem spaces and help teams move toward clear, actionable outcomes.
• Strong generative research and synthesis skills to turn messy information into structured insights.
• Experience with qualitative research, stakeholder interviews, discovery sessions, and process mapping.
• Strong ability to design for processes, services, and workflows beyond UI.
• Experience translating research into design principles, opportunities, requirements, and concepts.
• Strong workshop facilitation and stakeholder communication skills.

Responsibilities

• Conduct discovery with agency teams to understand how they develop ideas and translate business needs into requirements for digital products.
• Map the end-to-end journey from idea to clearly defined, buildable requirements.
• Identify challenges, information loss, inefficiencies, or process divergence across teams.
• Synthesize research into clear, structured, actionable insights.
• Translate findings into design principles, opportunity areas, and requirements for a digital tool or agent.
• Prototype and test process interventions, workflows, or concepts for greater clarity.
• Plan and facilitate workshops to frame problems, align stakeholders, and explore opportunities.
• Collaborate with Product, Design, Engineering to ensure discovery insights inform solution development.
• Communicate research findings and rationale clearly to technical and non-technical stakeholders.

Skills

Service Design

UX Research

Product Discovery

Generative research

Synthesis

Qualitative research

Stakeholder interviews

Process mapping

Workshop facilitation

Communication

Independent work

Experimentation

AI awareness

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.