Service Designer, FM Digital Platform

RAPSYS TECHNOLOGIES PTE LTD; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE LTD is seeking a skilled Service Designer to join our FM Digital Platform team in Singapore. You will design end-to-end experiences, map journeys, and collaborate with AI engineers to deliver innovative, user-centric solutions across digital touchpoints.

You will facilitate workshops, conduct user research, translate findings into insights, and partner with product managers to define MVPs and release scopes while ensuring alignment with business goals and operational

Qualifications

• Strong understanding of user research and design thinking methodologies.
• Experience facilitating workshops, stakeholder interviews and co-design sessions.
• Ability to develop: Journey maps Service blueprints Personas Process maps Wireframes and prototypes

Responsibilities

• Plan and facilitate stakeholder engagement sessions, workshops and co-design activities.
• Conduct interviews, observations and contextual research to understand operational processes and user needs.
• Analyse existing workflows, pain points, workarounds and service gaps.
• Translate research findings into actionable insights and recommendations.
• Develop personas, journey maps and service blueprints to support decision-making.
• Design end-to-end user journeys across multiple applications and business processes.
• Develop future-state workflows, operating models and service concepts.
• Create wireframes, prototypes and experience concepts to validate ideas with users.
• Ensure consistency across digital touchpoints within the FX ecosystem.
• Design experiences that simplify operational tasks and improve productivity.
• Work closely with product managers to define user needs and prioritise opportunities.
• Translate business and operational requirements into user stories and functional requirements.
• Support backlog development and feature prioritisation activities.
• Help define MVPs, release scopes and user validation plans.
• Map and analyse current ("as-is") and future ("to-be") processes.
• Identify opportunities to streamline workflows, reduce manual effort and improve service delivery.
• Support redesign of operational processes during application revamps and migrations.
• Collaborate with stakeholders to validate proposed process improvements before implementation.
• Work with AI engineers to identify opportunities for AI-assisted user experiences.
• Design conversational, search-based and AI-assisted workflows.
• Contribute to the development of intelligent search, knowledge discovery and productivity tools.
• Ensure AI-enabled experiences remain intuitive, transparent and user-centric.
• Plan and facilitate concept testing, usability testing and user acceptance activities.
• Gather and synthesise user feedback throughout the delivery lifecycle.
• Work closely with software engineers to ensure designs are implemented effectively.
• Participate in Agile ceremonies, sprint planning and release reviews.
• Support change management and adoption activities where required.

Skills

User research

Design thinking

Workshop facilitation

Journey maps

Personas

Wireframes

Prototypes

Agile ceremonies

Tools

Figma

Miro

FigJam

Lucidchart

Job description

We are looking for a skilled Service Designer to join our FM Digital Platform team. If you have a passion for designing seamless digital experiences and transforming facility management services, we want to hear from you! You will collaborate closely with stakeholders to understand user needs, map journeys, and deliver innovative solutions that drive business value.

Key Responsibilities

Service Discovery & Research

Plan and facilitate stakeholder engagement sessions, workshops and co-design activities.

Conduct interviews, observations and contextual research to understand operational processes and user needs.

Analyse existing workflows, pain points, workarounds and service gaps.

Translate research findings into actionable insights and recommendations.

Develop personas, journey maps and service blueprints to support decision-making.

Service & Experience Design

Design end-to-end user journeys across multiple applications and business processes.

Develop future-state workflows, operating models and service concepts.

Create wireframes, prototypes and experience concepts to validate ideas with users.

Ensure consistency across digital touchpoints within the FX ecosystem.

Design experiences that simplify operational tasks and improve productivity.

Product & Requirements Definition

Work closely with product managers to define user needs and prioritise opportunities.

Translate business and operational requirements into user stories and functional requirements.

Support backlog development and feature prioritisation activities.

Help define MVPs, release scopes and user validation plans. Ensure proposed solutions align with business goals and operational realities.

Business Process Improvement

Business Process Improvement

Map and analyse current ("as-is") and future ("to-be") processes.

Identify opportunities to streamline workflows, reduce manual effort and improve service delivery.

Support redesign of operational processes during application revamps and migrations.

Collaborate with stakeholders to validate proposed process improvements before implementation.

AI-Enabled Experience Design

Work with AI engineers to identify opportunities for AI-assisted user experiences.

Design conversational, search-based and AI-assisted workflows.

Contribute to the development of intelligent search, knowledge discovery and productivity tools.

Ensure AI-enabled experiences remain intuitive, transparent and user-centric.

User Validation & Delivery Support

Plan and facilitate concept testing, usability testing and user acceptance activities.

Gather and synthesise user feedback throughout the delivery lifecycle.

Work closely with software engineers to ensure designs are implemented effectively.

Participate in Agile ceremonies, sprint planning and release reviews.

Support change management and adoption activities where required.

Required Qualifications

Service Design & User Experience

Strong understanding of user research and design thinking methodologies.

Experience facilitating workshops, stakeholder interviews and co-design sessions.

Ability to develop: Journey maps Service blueprints Personas Process maps Wireframes and prototypes

Business Process Design

Strong analytical and problem-solving skills.

Experience documenting and redesigning business processes.

Ability to translate user and operational requirements into actionable product requirements.

Digital Product Delivery

Experience working in Agile product teams.

Ability to collaborate effectively with product managers, developers and business stakeholders.

Strong written and verbal communication skills.

Preferred Qualifications

Experience working on workflow, case management or operational platforms.

Familiarity with facilities management, smart estate or built environment domains.

Experience using tools such as Figma, Miro, FigJam, Lucidchart or equivalent.

Familiarity with AI-enabled user experiences, enterprise search or conversational interfaces.