Service Designer, FM Digital Platform

Overview

We are seeking an innovative Service Designer to join our FM Digital Platform team based in Singapore. This role focuses on crafting seamless digital interactions and refining facility management services by deeply understanding user experiences and business needs. The successful candidate will collaborate with multiple stakeholders to translate insights into impactful design solutions that enhance operational efficiency and create business value.

Key Duties and Responsibilities

• Organize and lead stakeholder engagements, workshops, and collaborative co-design sessions.
• Conduct qualitative research including interviews and observations to analyze operational workflows, identify challenges, and uncover service gaps.
• Create detailed personas, journey maps, and service blueprints to guide strategic decision-making.
• Design comprehensive user journeys across various applications and enterprise processes ensuring consistency within the FX ecosystem.
• Develop future operational workflows, models, and innovative service concepts that simplify tasks and boost productivity.
• Create wireframes and prototypes to test and refine new concepts in partnership with users.
• Collaborate closely with product managers to define and prioritize user requirements, translating these into detailed functional specifications, user stories, and MVP definitions.
• Analyze current and future business processes to identify improvements and support redesign efforts during system upgrades or migrations.
• Engage with AI engineers to integrate AI-driven workflows such as conversational interfaces, intelligent search, and productivity tools that remain user-friendly and clear.
• Lead user validation activities including usability testing and acceptance reviews to ensure design effectiveness throughout project delivery.
• Participate actively in Agile ceremonies, supporting software engineering teams to deliver high-quality solutions aligned with design intentions.
• Assist with change management and adoption programs as needed to drive user engagement with new systems.

Qualifications and Skills Required

• Proven expertise in service design, user experience, human-centered design, or product design with a strong foundation in design thinking and user research methods.
• Effective facilitation skills for workshops, stakeholder interviews, and co-creation sessions.
• Capability to develop complex experience artifacts such as journey maps, service blueprints, personas, process flow diagrams, wireframes, and prototypes.
• Analytical mindset with experience in business process documentation, analysis, and redesign.
• Experience in Agile product development environments and excellent collaboration skills with cross-functional teams including product managers and developers.
• Strong written and verbal communication proficiency.

Preferred Expertise

• Background in designing for enterprise, government, or operational technology platforms, particularly those involving workflow, case management, or operational processes.
• Knowledge of the facilities management, smart estate, or built environment sectors.
• Proficiency with design and collaboration tools such as Figma, Miro, FigJam, Lucidchart, or similar applications.
• Familiarity with AI-enhanced user experiences including intelligent enterprise search and conversational UI.
• Experience contributing to digital transformation, application modernization, or platform migration projects.