UX Researcher

USER EXPERIENCE RESEARCHERS PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

USER EXPERIENCE RESEARCHERS PTE. LTD. seeks a skilled Service Designer and UX researcher to map and improve enterprise workflows. You will design end-to-end user journeys, create personas and service blueprints, and collaborate with product teams to validate concepts with users across multiple applications.

Responsibilities include facilitating workshops, conducting contextual research, and translating findings into actionable recommendations to streamline operations and enhance productivity.

Qualifications

• Experience in service design, user experience or product design.
• Strong understanding of user research and design thinking.
• Experience facilitating workshops, stakeholder interviews and co-design sessions.
• Ability to develop journey maps, service blueprints, personas and process maps.
• Experience translating requirements into actionable product requirements.

Responsibilities

• Plan and facilitate stakeholder engagement sessions, workshops and co-design activities.
• Conduct interviews, observations and contextual research to understand user needs.
• Analyse workflows, pain points, and service gaps to derive insights.
• Translate findings into actionable recommendations and personas.
• Design end-to-end user journeys across applications and processes.
• Develop future-state workflows, operating models and service concepts.
• Create wireframes and prototypes to validate ideas with users.
• Collaborate with product managers and engineers to define MVPs and release scopes.
• Support backlog development and user validation plans.
• Ensure consistent experiences across digital touchpoints.

Skills

Service design

User experience design

Human-centred design

Workshop facilitation

Stakeholder interviews

Co-design sessions

Agile product teams

Product design collaboration

Tools

Figma

Miro

FigJam

Lucidchart

Job description

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 FM 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.

Required Qualifications

Service Design & User Experience

• Experience in service design, user experience design, human-centred design or product design.
• 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 designing enterprise, government or operational systems.
• 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.
• Experience supporting digital transformation, application modernisation or platform migration initiatives.