Senior Service Designer (Digital & Customer Experience)

Description

Activate Interactive Pte Ltd (“Activate”) is a leading technology consultancy headquartered in Singapore with a presence in Malaysia and Indonesia. Our clients are empowered with quality, cost-effective, and impactful end-to-end application development, like mobile and web applications, and cloud technology that remove technology roadblocks and increase their business efficiency.

We believe in positively impacting the lives of people around us and the environment we live in through the use of technology. Hence, we are committed to providing a conducive environment for all employees to realize their full potential, who in turn have the opportunity to continuously drive innovation.

We are searching for our next team members to join our growing team.

If you love the idea of being part of a growing company with exciting prospects in mobile and web technologies that create positive impact on people’s lives, then we would love to hear from you.

This is a 12 months fixed term contract role.

What will you do?

We are looking for a Senior Service Designer to lead the transformation of MOE's customer service and digital experiences through strategic service design. You will map stakeholder journeys, support governance through user-centered design, and create user-centered solutions across AI-powered customer service systems and web platforms that serve diverse stakeholders including parents, educators, students, and internal staff. Working independently within an in-house team, you'll work with business partners to transform complex systems into accessible, efficient, and engaging digital experiences.

Lead Service Design & Strategic Thinking

• Map end-to-end journeys across MOE's customer service ecosystem, identifying pain points and improvement opportunities.
• Conduct stakeholder research and support governance decisions through service design methodologies and service blueprints.
• Facilitate workshops to align stakeholders on design outcomes and product-centric methods.
• Design flows that connect user experiences with operational processes whilst maintaining user-centricity.

Design AI-Powered Customer Service Experiences

• Design journeys for MOE's AI-powered CRM system transformation, focusing on seamless escalation pathways and human-AI collaboration.
• Create omnichannel customer experiences that maintain consistency across phone, web, and digital touchpoints.
• Design operational workflows for both customers interacting with AI agents and internal staff managing service operations.

Transform Legacy Processes

• Redesign the mother tongue appeals service process, transforming legacy workflows into modern self-service experiences for parents.
• Create intuitive journeys that guide users through complex application processes whilst ensuring compliance with government standards.
• Design responsive touchpoints that work effectively across desktop, tablet, and mobile devices for diverse user groups.
• Develop clear information architecture and user flows that reduce processing time and improve user satisfaction for online services.

Establish Website Design Standards & Governance

• Co-design in the restructuring of all MOE websites into a cohesive, logical information architecture that provides seamless user journeys across different stakeholder needs and diverse user groups.
• Create design standards and guidelines that ensure all digital touchpoints are accessible, user-friendly, and aligned with MOE's brand and service standards.
• Work with product and engineering teams to ensure design feasibility and optimal technical implementation across multiple platforms.
• Establish design documentation and governance processes that support scalable design operations across diverse product portfolios.

Requirements

• Strong service design experience including journey mapping, stakeholder research, and service blueprint development.
• Experience designing customer service platforms, self-service applications, and large-scale website architectures with familiarity in SaaS solutions and platform customizations.
• Strong user research skills, particularly with both internal staff and external customer groups.
• Ability to design complex multi-step service workflows and multi-site service architectures.
• Strong facilitation and stakeholder management skills with ability to collaborate effectively across product managers, engineers, and diverse user groups.
• Strategic thinking skills with ability to support governance through design thinking and scalable design frameworks.
• Experience working independently with small product teams and external vendors. Familiar with agile environments.
• Experience with AI-powered customer service tools and conversational interfaces (highly desirable)

What success looks like?

• Stakeholders can navigate MOE services efficiently through well-designed journeys with reduced friction and processing time.
• New experiences between AI agents and human support are seamless and thoughtful, resulting in improved customer satisfaction scores.
• All MOE digital services provide logical, consistent experiences that help different stakeholder groups access information efficiently.
• Service design frameworks enable consistent experiences across CRM and web platforms whilst supporting individual product requirements.
• Strong working relationships with product managers, engineers, vendors, and business stakeholders result in user-centered solutions that meet both user needs and operational objectives.

Benefits

What do we offer in return?

• Fun working environment
• Employee Wellness Program
• To work in Singapore Government Agencies projects
• We provide structured development framework and growth opportunities. (We are a “SHRI 2025 Gold winner” in “Learning & Development; Coaching & Mentoring”)

Why you'll love working with us?

If you are looking for opportunities to collaborate with leading industry experts and be surrounded by highly motivated and talented peers, we welcome you to join us. We provide all employees with equal opportunities to grow and develop with us. We believe your success is our success.

Does it sound like something you are interested in exploring further? Please be in touch with our team for an initial chat at 

Activate Interactive Singapore is an equal opportunity employer. Employment decisions will be based on merit, qualifications and abilities. Activate Interactive Pte Ltd does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, sexuality, national origin, age, disability, marital status or any other characteristics protected by law.

Protecting your privacy and the security of your data are longstanding top priorities for Activate Interactive Pte Ltd.

Your personal data will be processed for the purposes of managing Activate Interactive Pte Ltd’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results, and as is otherwise needed in the recruitment and hiring processes.

Please consult our Privacy Notice (https://www.activate.sg/privacy-policy ) to know more about how we collect, use, and transfer the personal data of our candidates. Here you can find how you can request for access, correction and/or withdrawal of your Personal Data.