Business Consultant (Service Design Experience)

Role Overview

We are looking for a Business Consultant with strong Business Analysis and Service Design experience to support technology, digital transformation and product delivery initiatives.

The role involves working closely with clients, business stakeholders, product teams, designers and technical teams to understand business challenges, identify improvement opportunities and translate business needs into practical, user-focused solutions.

The successful candidate will go beyond traditional requirements gathering. You will analyse current-state processes, facilitate stakeholder discussions, conduct user research, design future-state journeys and contribute to solution definition from both business and user perspectives.

Experience in product or service design, digital transformation, AI-enabled products or cloud-based AI initiatives will be an advantage.

Key Responsibilities

Business Analysis & Requirements

• Engage with clients, product owners and stakeholders to understand business objectives, challenges and requirements.
• Conduct requirements elicitation through interviews, workshops, process analysis and stakeholder discussions.
• Translate business requirements into functional specifications, use cases, user stories, process flows and acceptance criteria.
• Analyse existing processes to identify gaps, inefficiencies, redundancies and improvement opportunities.
• Define business rules, success criteria and measurable outcomes.
• Maintain requirements traceability and manage changes throughout the project lifecycle.

User & Stakeholder Research

• Conduct user interviews, workshops, observations and other research activities to understand user needs, behaviours and pain points.
• Engage stakeholders across different business functions to understand operational processes, objectives and service constraints.
• Analyse and synthesise qualitative and quantitative information into actionable insights.
• Identify user needs, service gaps, pain points and opportunities for improvement.

Service & Journey Design

• Map end-to-end customer and user journeys across different channels and touchpoints.
• Develop service blueprints covering users, channels, people, processes, systems and supporting capabilities.
• Identify process dependencies, hand-offs, pain points and opportunities for service improvement.
• Design future-state service journeys and operating models based on business and user requirements.
• Ensure consistency across customer and user touchpoints.

Workshop Facilitation

• Plan and facilitate discovery, co-creation, validation and design workshops.
• Apply service design techniques including journey mapping, personas, stakeholder mapping, experience mapping and service blueprints.
• Facilitate discussions between business and technical stakeholders to establish a common understanding of problems, requirements and desired outcomes.
• Translate workshop discussions into clear decisions, actions, requirements and design artefacts.

Product & Experience Design

• Work with Product Managers, Business Analysts and UX/UI Designers to translate business and service insights into product requirements.
• Develop user journeys, personas, experience principles, service blueprints and low-fidelity concepts.
• Support validation of proposed solutions with users and stakeholders and incorporate feedback into subsequent iterations.
• Ensure digital solutions address the overall user and service experience rather than individual features in isolation.
• Contribute to product and experience design artefacts such as user flows, wireframes and experience maps.

Solutioning & Technical Collaboration

• Collaborate with solution architects, technical leads and developers to ensure business requirements are feasible and aligned with the proposed solution architecture.
• Assist in translating business requirements into system, configuration and functional specifications.
• Support prototyping, wireframes and proof-of-concept activities where required.
• Work closely with product, design and delivery teams to contribute to practical and user-centred solutions.
• Support AI-related initiatives by defining business workflows, user requirements, data requirements and expected outcomes for AI-enabled features.
• Contribute to the analysis of AI-enabled workflows, decision points and human-in-the-loop processes.

Project & Delivery Support

• Participate in project planning, backlog refinement, sprint activities and Agile/Scrum ceremonies.
• Support User Acceptance Testing (UAT), defect tracking and issue resolution.
• Work with delivery teams to ensure solutions meet agreed business requirements and quality standards.
• Support implementation, change readiness and knowledge transfer activities.
• Track requirements, decisions, dependencies and changes throughout the project lifecycle.

Business Consulting & Stakeholder Advisory

• Partner with clients and stakeholders to understand strategic objectives, business challenges and operational requirements.
• Analyse current-state processes and recommend practical, fit-for-purpose improvements.
• Frame business problems clearly and support stakeholders in evaluating solution options.
• Provide consultative advice on requirements, process improvements and solution considerations.
• Facilitate business discussions and discovery sessions to align stakeholders on objectives, priorities and scope.
• Support business case development, impact assessments and initiative prioritisation where required.
• Act as a trusted business advisor while maintaining a strong understanding of technology and delivery considerations.

Documentation & Reporting

• Prepare and maintain business and functional documentation, including:
• Business Requirements Documents (BRD)
• Functional Requirements Documents (FRD)
• Software/System Requirements Specifications (SRS)
• Process flows
• User stories
• User guides and supporting documentation
• Maintain project dashboards, reports, requirements and delivery metrics.
• Support knowledge transfer sessions for operations and support teams.
• Document AI-related business rules, assumptions, decision points and success measures where applicable.

Requirements

Experience

• 3–5 years of experience as a Business Analyst, Business Consultant or similar role within IT, systems integration, consulting or digital transformation projects.
• 1–3 years of experience in Service Design, Customer Experience, Product Design or a related discipline.
• Strong understanding and practical experience with service design and human-centred design methodologies.
• Experience working on medium to large-scale system integration or technology transformation projects is preferred.
• Experience supporting product design or digital product delivery is an advantage.
• Experience in the education sector will be an advantage.
• Experience working on AI products, AI-enabled solutions or digital transformation initiatives involving AI is highly desirable.
• Exposure to cloud-native AI platform solutions, AI/ML-enabled platforms, data and model workflows, or AI services deployed on cloud environments is preferred.

Technical Skills

• Good understanding of the Software Development Life Cycle (SDLC).
• Experience working with Agile/Scrum and/or Waterfall delivery methodologies.
• Ability to create user stories, process flows, wireframes, mockups and functional specifications.
• Basic understanding of cloud platforms, APIs, system integrations and data pipelines.
• Experience with project and collaboration tools such as Jira and Confluence.
• Data analysis experience using SQL, Excel, Tableau or Power BI will be an advantage.
• Familiarity with Figma, Miro or similar design and collaboration tools is preferred.
• Understanding of AI product concepts such as model workflows, human-in-the-loop processes, prompt-based features and data-driven user experiences is an advantage.

Soft Skills

• Strong analytical, problem-solving and critical-thinking abilities.
• Excellent written and verbal communication skills.
• Strong stakeholder management and workshop facilitation skills.
• Ability to communicate effectively with both business and technical stakeholders.
• Strong attention to detail with the ability to manage multiple priorities.
• Comfortable working in cross-functional teams involving business, product, design, data and engineering functions.
• Able to understand complex business problems and translate them into practical and actionable solutions.

Preferred Qualifications

• CBAP, PMI-PBA or Agile Business Analyst certification.
• Exposure to regulatory, compliance or governance-related projects, including PDPA or ISO standards.
• Experience working in consulting or client-facing environments.
• Exposure to digital transformation, AI, cloud or emerging technology initiatives.

What We Are Looking For

The ideal candidate will be a consultative Business Analyst or Business Consultant who can independently engage stakeholders, understand complex business problems and translate them into clear requirements and practical solutions.

Candidates should be comfortable operating across business analysis, service design, product thinking and technology delivery, with strong communication and stakeholder engagement skills.