UX Researcher & Service Designer (Public Sector) - Part-Time

• 10-week contract
• Government project
• Hybrid work arrangement

The Engagement

We are reimagining the future of Employment Pass Services Centre (EPSC) — how it looks, how it works, and how it feels to customers and frontline officers alike. You'll embed with the Customer eXperience Department (CXD) to lead discovery and synthesis work that shapes this vision.

What You'll Deliver

• Plan and execute user research activities — interviews, observations, usability studies — with both customers and frontline officers
• Synthesise findings into clear, actionable insights that drive service design decisions
• Produce service blueprints, journey maps, and future-state concepts covering spatial and service flows
• Develop a coherent, human-centred vision for the EPSC aligned with MOM's future service delivery direction

What We're Looking For

• At least 3 years of experience in UX research, service design, or a closely related discipline
• Strong grounding in human-centred design and UX research practice
• Experience translating messy research findings into structured design outputs (blueprints, journey maps, opportunity areas)
• Comfortable working with ambiguity and shaping direction where none yet exists
• Prior work in service design for physical or hybrid service environments is a plus
• Government or public sector experience advantageous

Capability Building (Advantageous)

We aim to grow its officers' service design capabilities through this project. Candidates with experience in the following will be viewed favourably:

• Training — upskilling public sector officers in service design methods
• Mentoring — hands-on coaching through workshop design and facilitation
• Documentation — producing reusable frameworks, templates, and best practice guides (including spatial design)
• Skills transfer — building officer capability in journey mapping, stakeholder engagement, and workshop design alongside project delivery