Service Design Consultant

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has delivered large-scale, mission critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

As a Service Design Consultant, you will be focusing on creating holistic, user-centred service experiences by aligning people, processes, technology, and touchpoints. The role involves understanding user needs, mapping end-to-end user journeys, and designing services that are intuitive, efficient, and deliver value to both the end users and the business. Working collaboratively with stakeholders, the Service Designer ensures that service delivery is seamless across digital and physical channels.

What you will do:

. Lead the end-to-end service design process from discovery to implementation support

. Conduct user research to uncover pain points, needs, service gaps and business values

. Develop journey maps, service blueprints, personas, and ecosystems to visualise service experiences

. Facilitate ideation and co-design workshops with stakeholders and end users

. Translate insights into actionable service improvements, concepts, or prototypes

. Collaborate with product owners, business analysts, and developers to align service vision with implementation

. Advocate for user needs while balancing technical feasibility and business goals

. Continuously iterate on designs based on user feedback and service performance metrics

The ideal candidate should possess:

. At least 3-8 years of relevant experience and proficiency in service design methodologies, including journey mapping, service blueprinting, and ecosystem mapping

. Experience in conducting qualitative and quantitative user research (interviews, contextual inquiry, usability testing)

. Strong skills in using design tools (e.g., Figma, Miro, Adobe XD, Sketch, Service Blueprint templates)

. Familiarity with design thinking, HCD (human-centered design), and systems thinking

. Understanding of Agile, Lean UX, and product/service lifecycle management

. Ability to facilitate co-creation workshops with cross-functional teams and stakeholders