Senior Service Designer (Digital & Customer Experience) - A26130

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.