UX Researcher and Service Designer - (Public Sector)

This role in Xtremax is focused on improving the citizen service journey by uncovering user needs, analyzing data, and applying design thinking to inform product strategy, development, and design decisions. The UX Researcher and Service Designer will be responsible for generating insights, mapping user experiences, and collaborating across teams to design seamless and impactful digital services. Candidates with public sector experience are preferred, as this role supports IT projects for government agencies.

Responsibility:

User Research & InsightsService & Design Strategy

• Apply design thinking principles to solve problems and propose innovative solutions.
• Facilitate workshops and ideation sessions to drive user-centric solutions.
• Collaborate with cross-functional teams to address key issues in the customer journey.
• Ensure usability and accessibility of products and service concepts.
• Define and track KPIs to measure service effectiveness and recommend improvements.
• Provides UX artefacts such as customer journey maps, personas, wireframes, and prototypes based on the research.

Service & Design Strategy

• Apply design thinking principles to solve problems and propose innovative solutions.
• Facilitate workshops and ideation sessions to drive user-centric solutions.
• Collaborate with cross-functional teams to address key issues in the customer journey.
• Ensure usability and accessibility of products and service concepts.
• Define and track KPIs to measure service effectiveness and recommend improvements.
• Provides UX artefacts such as customer journey maps, personas, wireframes, and prototypes based on the research.

Continuous Learning & Best Practices

• Stay current with UX research and service design methodologies, tools, and trends.

Must Have

• Proven 2-5 years of experience as a UX Researcher and/or Web Application UI Designer.
• Background in Service Design, UX Design, HCI, or related fields (advanced degree or certification preferred).
• Strong collaboration skills with Product, Tech, Data, and Business stakeholders.
• Knowledge of product/web/application design processes and emerging technologies.
• Experience working in agile environments with systems thinking and project leadership.
• Proficiency with tools such as Figma or Adobe Creative Suite.
• Skilled in both traditional and modern research methods.
• Ability to synthesize insights into practical deliverables such as blueprints, journey maps, and process flows.
• Strong communication, presentation, and negotiation skills.
• Self-directed, organized, and able to manage complex problem spaces.

Good to Have:

• Experience with Singapore Government Project will be advantageous.
• Degree/Diploma in Computer Science, Product Management, or related fields.
• Understanding of SDLC (Software Development Life Cycle).
• Familiarity with product management frameworks and tools (Agile, Scrum, Jira, Confluence, etc.) is a plus.
• Experience in illustration, visual and graphic design.
• Experience with a content management system/website project.

Certificate Preferred:

• Certified ScrumMaster (CSM) / Professional Scrum Master (PSM)
• Certification UI/UX Design Professional