Senior Service & Product Designer

Singtel; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading telecommunications company in Singapore seeks a Senior Service & Product Designer. You will lead service design projects, create journey maps, and collaborate with cross-functional teams. The ideal candidate has over 5 years of experience in service design and product design, with strong analytical skills and a hands-on approach. This role offers the opportunity to shape user experiences and drive innovation within a dynamic environment.

Qualifications

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

Responsibilities

• Lead end-to-end service design discovery: stakeholder interviews, workflow analysis.
• Build journey maps and service blueprints across digital and AI touchpoints.
• Identify inefficiencies using data and operational metrics.

Skills

Service design

Product design

UX strategy

Journey mapping

Blueprinting

Cross-functional collaboration

Analytical skills

AI exposure

Job description

Senior Service & Product Designer

Date: 27 Nov 2025

Location: Singapore, Singapore

Company: Singtel Group

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".

We’re looking for a Strategic Designer who thrives in complex ecosystems and can navigate ambiguity with structure, curiosity, and analytical depth.

An all-rounder obsessed with the design mindset, you will lead discovery, journey mapping, service blueprinting, and product opportunity identification across business units.

This role requires someone who can flex between strategic service design, AI-enabled workflow re-imagination, and product-level experimentation. You’ll shape future experiences and processes that deliver measurable impact in efficiency, revenue, and customer experience.

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 Success

• 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.