Service Designer

FPT Asia Pacific; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

FPT Asia Pacific is seeking a senior Service Designer / UX Researcher to lead discovery efforts with agency teams, turning vague business ideas into actionable digital-product requirements.

You will map journeys, identify friction points, synthesize findings into design principles, and collaborate with Product, Design, and Engineering to shape AI-assisted solutions.

The role emphasizes independent work in exploratory 0-to-1 contexts and a strong bias for evidence-based concepts.

Qualifications

• 5+ years of experience in Service Design, UX Research, or related field.
• Experience in ambiguous/problematic spaces and guiding teams to clear outcomes.
• Strong generative research and synthesis skills to turn messy information into insights.
• Experience conducting qualitative research, stakeholder interviews, and discovery sessions.
• Ability to design for processes, services, and workflows, not just interfaces.
• Translate research into design principles, opportunities, requirements, and concepts.
• Strong facilitation skills to guide problem framing, ideation, and alignment.

Responsibilities

• Conduct discovery with agency teams to understand how they currently develop ideas and translate business needs into requirements.
• Map end-to-end journeys from initial ideas to buildable requirements.
• Identify challenges, information loss, inefficiencies, and process divergences.
• Synthesize research into clear, structured, actionable insights.
• Translate findings into design principles, opportunities, and requirements for a digital tool.
• Prototype and test interventions to improve clarity and actionable requirements.
• Plan and facilitate workshops to frame problems and align stakeholders.
• Collaborate with Product, Design, Engineering to inform solution development.
• Communicate findings and rationale to technical and non-technical stakeholders.

Skills

Service Design

UX Research

Product Discovery

Workshop Facilitation

Stakeholder Engagement

Qualitative Research

Process Mapping

Synthesis & Insights

Education

Bachelor's degree in Design/UX/Human-Centered Design

Job description

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.

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.

Requirements

• 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.