UX Researcher & Service Designer

XCELLINK PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

XCELLINK PTE. LTD. is seeking a UX Researcher and Service Designer to shape digital products and services from the ground up.

You will lead discovery initiatives, map complex processes, and translate findings into actionable insights and future opportunities. You will conduct qualitative research, synthesize data into recommendations, and collaborate with product, design, and engineering teams to deliver optimized user experiences.

Qualifications

• Minimum 6 years in service design, UX research, product discovery, or related disciplines (from the ad).
• Experience conducting generative and exploratory research in complex environments.
• Ability to synthesize large volumes of qualitative data into actionable insights.
• Experience solving workflow, service, operational, and process-related challenges.

Responsibilities

• Conduct discovery activities to understand current processes, workflows, user behaviours, and organisational challenges.
• Map end-to-end service journeys and operational processes to identify pain points and opportunities.
• Plan and execute qualitative research, stakeholder interviews, contextual inquiries, and workshops.
• Synthesize information into structured insights, opportunities, and recommendations.
• Define service design principles, requirements, and strategic recommendations.
• Design, prototype, and test concepts, processes, and interventions to validate outcomes.
• Facilitate workshops to align stakeholders and prioritise opportunities.
• Collaborate with product managers, designers, engineers, and business stakeholders.
• Produce research reports, journey maps, service blueprints, and personas.

Skills

UX research

Service design

Discovery

Workshop facilitation

Stakeholder engagement

Qualitative data synthesis

Tools

Journey mapping

Service blueprinting

Job description

We are seeking a UX Researcher and Service Designer to help shape digital products and services from the ground up. You will lead discovery initiatives, uncover user and organisational needs, map complex processes, and translate research findings into actionable insights, service improvements, and future product opportunities.

Key Responsibilities

• Conduct discovery activities to understand current business processes, workflows, user behaviours, and organisational challenges.
• Map end-to-end service journeys and operational processes to identify pain points, bottlenecks, and improvement opportunities.
• Plan and execute qualitative research, stakeholder interviews, contextual inquiries, workshops, and other discovery activities.
• Synthesise complex and ambiguous information into structured insights, opportunities, and recommendations.
• Define service design principles, requirements, and strategic recommendations to inform future solutions.
• Design, prototype, and test concepts, processes, and interventions to validate outcomes.
• Facilitate workshops to align stakeholders, frame problems, prioritise opportunities, and evaluate concepts.
• Collaborate closely with product managers, designers, engineers, and business stakeholders throughout the discovery and design process.
• Produce research reports, journey maps, service blueprints, personas, and design artefacts.

Requirements

• Minimum 6 years of experience in service design, UX research, product discovery, or related disciplines.
• Strong experience conducting generative and exploratory research in complex environments.
• Demonstrated ability to synthesise large volumes of qualitative data into actionable insights.
• Experience solving workflow, service, operational, and process-related challenges.
• Strong workshop facilitation, stakeholder engagement, and communication skills.
• Ability to work independently in ambiguous, exploratory, and innovation-focused environments.

Preferred Qualifications

• Experience supporting digital transformation initiatives within government or large enterprises.
• Knowledge of service design tools and artefacts such as service blueprints, customer journey maps, ecosystem maps, and stakeholder maps.
• Exposure to AI-enabled products, generative AI tools, intelligent assistants, or conversational experiences.
• Experience working in 0-to-1 product discovery and innovation initiatives.