Service Designer

**About PebbleRoad**:
PebbleRoad is a Singapore-based strategy, design, and innovation practice. We help organisations on their digital transformation journey by aligning their strategic vision, creating digital experiences, and building internal capabilities.

We started our practice in 2004 with one objective: do impactful work.

We work with clients such as DBS (Singapore), Digi (Malaysia), Sinar Mas (Indonesia), ADB (Philippines), CLP (Hong Kong) and many government agencies in Singapore.

PebbleRoad is a **remote-first company **. Yes, we have an office in Singapore, but it is used for reading books, team meetings, client meetings and celebrations.

In addition to our work-from-anywhere culture, we adopt a horizontal structure that emphasises self-management, flexibility, and growth. You can also read more about our culture on our LinkedIn page.

**Our work**:
We design and build human-centred, modern digital services.

We excel in 3 areas:

- **Business**: We are focused on creating value. We engage business leaders on productivity, customer satisfaction, operational excellence and workplace culture.
- **Design**: We are design-led. We approach problems from an outside-in perspective, engage various stakeholders, test ideas and build prototypes.
- **Technology**: We build digital services using a modern tech stack that includes low-code tools, AI/ML and APIs. And yes, we use Scrum as our development methodology.

We assign a team to each project (an engagement). Every team is cross-functional and dedicated. The team roles include Engagement Directors, Product Owners, Product Designers, Service Designers, Content Strategists, UX Researchers and Engineers. These engagements may last between 3 to 18 months or more.

As a Service Designer, you will be a key member of the team helping to shape digital products and services.

A typical engagement that you will lead might go like this:

- Prepare your team for the assignment
- Build rapport with the client team
- Understand the problem space by undertaking primary or secondary research
- Define the specific yet aspirational problem statement that everyone agrees on
- Explore the solution space and identify possible solutions
- Work with backend systems integrators to build and implement the solution
- Ensure that the client has the clarity, confidence and capability to own the solution

**Responsibilities**:
Your responsibilities are:

- Collaborate with clients to understand their business goals, customer needs, and the challenges they face in delivering digital services.
- Partner with clients to map out current service experiences and identify areas for improvement and innovation.
- Design and deliver high-quality service design artefacts, including personas, journey maps, and service blueprints, that guide the development of digital products.
- Utilise Business Process Model and Notation (BPMN) to design and document complex service processes, ensuring clarity and alignment across all stakeholders.
- Collaborate with data architects and analysts to design data flows and structures that enable seamless service delivery and integration with existing systems.
- Use AI technologies to personalise customer interactions, automate routine tasks, and predict customer needs based on behavioural data.
- Work closely with IT and engineering teams to ensure service designs are technically feasible, scalable, and aligned with the client’s digital architecture.
- Define and implement key performance indicators (KPIs) and metrics to measure the success and efficiency of digital service delivery.
- Establish and maintain governance frameworks that ensure the consistent and effective delivery of digital services across all client projects.

**Requirements**:
We’re looking for someone who:

- Has a Masters Degree in Service Design or a related field
- Has 5+ years of experience leading service design and delivery in enterprise settings
- Is passionate about owning team and customer success