Senior Service & Product Designer

Singtel Group; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A major telecommunications company in Singapore is looking for a skilled service design leader to drive discovery processes and collaborate with cross-functional teams. The role involves creating journey maps, service blueprints, and facilitating workshops while mentoring junior designers. Ideal candidates have 5–8+ years of experience in service or product design, are analytical, and able to communicate effectively with senior stakeholders. This position promises opportunities for growth and innovation in a dynamic environment.

Qualifications

• 5–8+ years in service design, product design, UX strategy, or similar roles.
• Hands-on experience with journey mapping, blueprinting, and discovery research.
• Strong experience with cross-functional collaboration and facilitation.

Responsibilities

• Lead end-to-end service design discovery including stakeholder interviews and field research.
• Build multi-layered journey maps, service blueprints, and ecosystem diagrams.
• Identify inefficiencies and root causes using data and operational metrics.

Skills

Journey mapping

Blueprinting

Discovery research

Cross-functional collaboration

AI and automation exposure

Analytical thinking

Stakeholder communication

AI exposure

Job description

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

What You’ll Do

• Lead end-to-end service design discovery: stakeholder interviews, field research, workflow analysis, and synthesis
• Build multi-layered journey maps, service blueprints, and ecosystem diagrams across digital, human and AI touchpoints.
• Identify inefficiencies and root causes using data, behavioural insights, and operational metrics.
• Bridge business needs to technological possibilities
• Project / Product Management
• Assess Build, Buy or Partner for AI solutioning
• Develop solution hypotheses — from process redesign to product concepts to AI/automation opportunities.
• Facilitate workshops with business, product, engineering, and operations teams
• Translate service-level insights into product features, requirements, and prototypes.
• Partner with AI/tech teams to validate feasibility, integration points, and automation options.
• Present structured recommendations to senior stakeholders with clarity and confidence.
• Mentor junior designers; elevate team standards and design culture.

Who You Are

• Deeply curious and investigative; you naturally probe, unpack, and question everything.
• Highly analytical — comfortable with data, systems thinking, and complexity
• Able to switch between high-level strategy and hands‑on execution.
• Strong communicator who can navigate senior stakeholders and political sensitivity
• Comfortable in fast‑moving environments where structures are evolving.
• Experienced in service design, product design, or UX strategy in medium–large organisations.

Skills For Succcess:

• 5–8+ years in service design, product design, UX strategy, or similar roles.
• Hands‑on experience with journey mapping, blueprinting, and discovery research.
• Strong experience with cross‑functional collaboration and facilitation.
• Exposure to AI, automation, or process re‑engineering.