Service Designer (UX Research)

Optimum Solutions Pte Ltd; Singapore; Presencial; SGD 60 000 - 90 000; Tempo integral

Resumo da oferta

Optimum Solutions Pte Ltd in Singapore seeks a Service Design / UX lead to plan and run stakeholder workshops, conduct contextual research, and translate findings into actionable insights. You will develop journey maps, service blueprints and wireframes to support decision-making and design end-to-end user experiences across multiple applications.

The role involves collaborating with product managers, engineers and business stakeholders, delivering AI-enabled UX concepts, and ensuring

Qualificações

• 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.
• Experience documenting and redesigning business processes.
• Ability to translate user and operational requirements into product requirements.
• Strong written and verbal communication skills.

Responsabilidades

• Plan and facilitate stakeholder engagement sessions, workshops and co-design activities.
• Conduct interviews, observations and contextual research to understand operating 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 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.
• Map and analyse current and future processes.
• Identify opportunities to streamline workflows 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 UX.
• Design conversational, search-based and AI-assisted workflows.
• Contribute to development of intelligent search, knowledge discovery and productivity tools.
• Ensure AI-enabled experiences remain intuitive 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.

Conhecimentos

Service design & user experience

Business process design

Digital product delivery

User research & design thinking

Workshop facilitation & interviews

Communication skills

Ferramentas

Figma

Miro

FigJam

Lucidchart

Descrição da oferta de emprego

• 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
• 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.

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
• 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.

Required Skills

• User research and design thinking methodologies.
• Workshop facilitation, stakeholder interviews and co-design sessions.
• Development of journey maps, service blueprints, personas, process maps, wireframes and prototypes.
• Business process analysis and redesign.
• Translation of user and operational requirements into product requirements.
• Strong written and verbal communication.

Preferred Skills

• 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.