Senior Design Researcher New Government Technology Agency | InfoComm, Technology, New Media Com[...]

What the role is: GovTech is the lead agency driving Singapore’s Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government’s capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity. At GovTech, we offer you a purposeful career to make lives better where we empower our people to master their craft through robust learning and development opportunities all year round. Play a part in Singapore’s vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today Learn more about GovTech at tech.gov.sg. What you will be working on: As a Senior Design Researcher in the Singpass Customer Support team, you will reimagine what it means for people to get help – not just through interfaces, but across systems, journeys and operational workflows. From help-seeking behaviours to agent productivity and backstage tooling, your research will guide how we create smarter, more human‑centered services. This role is ideal for experienced service designers or researchers from agency or consulting backgrounds who want to go deep – to shape systems, not just screens, and build long‑term impact beyond project cycles. While anchored in Customer Support, this role plays a horizontal function across the Singpass division – with potential to support broader citizen and partner facing service journeys, especially where design research can drive systemic improvement and strategic clarity. You will help uplift research quality across teams by mentoring peers, shaping team rituals, and strengthening how research informs design and product decisions. You will report to the Head of the Design Function at Singpass and collaborate across product, engineering, operations, and policy. What you will work on Lead research across key services and operational areas including escalation and incident workflows, CRM and support tooling, agent productivity and automation, product feedback loops and trend monitoring. You won’t just surface insights, but work closely with teams to shape strategy, influence roadmaps, and see research outcomes through to implementation. Design and execute research using a variety of methods such as interviews, field observation, usability testing, service walkthroughs, and surveys. Map service journeys across frontstage and backstage interactions, surfacing pain points and opportunities for improvement. Translate research into actionable insights that shape product roadmaps, service strategies, and internal processes. Collaborate with cross‑functional teams to embed research into day‑to‑day decision making – from problem framing to delivery. Mentor researchers and designers across the division, building capability and confidence in research craft. Develop and uphold research standards, templates, and team rituals to ensure quality and consistency. Partner with Head of Design to grow a strong research culture across Singpass and strengthen design influence in product and service development. What we are looking for At least 6 years of experience in design research or service design, ideally with agency, consultancy, or multi‑stakeholder experience. Strong in problem framing, strategic thinking, system thinking, and collaborating across functions and domains to drive clarity and direction in complex environments. Comfortable working across different layers of a service – from citizen‑facing touchpoints to backstage operations and agent workflows. Skilled in qualitative research methods – including interviews, usability testing, journey mapping, field research, surveys, and card sorting. Proficient in survey design and interpretation, and comfortable using analytics tools (e.g. Google Analytics, or product dashboards) to identify patterns and triangulate insights. Experience with quantitative testing methods (e.g. A/B testing, tree testing) and collaborating with data or product teams to explore behavioural data. Excellent facilitation, storytelling and communication skills – able to present insights clearly and align cross‑functional, cross‑domain teams through compelling narratives. Experience mentoring others and uplifting research quality or maturity across teams. Familiarity with operational or service contexts (e.g. customer support teams, help desks, or internal service systems) is a plus. Why join us Redesign how help works – Improve how millions of people access help and how agents and service counters officers deliver service across Singpass. Shape systems, not just screens – Influence tools, workflows and service logic that is critical to national digital identity services. Grow the craft – Be a force for research excellence across product and design teams. Do public good – Work on meaningful services with lasting impact, not just short‑term wins. Find your people – Join a design team that values systems thinking, service innovation and research‑led decisions. GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe it is key to innovation. Our employee benefits are based on a total rewards approach, offering a holistic and market‑competitive suite of perks. We champion flexible work arrangements (subject to your job role) and trust you to manage your time to deliver your best. Learn more about life inside GovTech at go.gov.sg/GovTechCareers About Government Technology Agency The Government Technology Agency (GovTech) is the lead agency driving Singapore’s Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government’s capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity. At GovTech, we offer you a purposeful career to make lives better. We empower our people to master their craft through continuous and robust learning and development opportunities all year round. Our GovTechies embody our Agile, Bold and Collaborative values to deliver impactful solutions. GovTech aims to transform the delivery of Government digital services by taking an "outside‑in" view, putting citizens and businesses at the heart of everything we do. Play a part in Singapore’s vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today Learn more about GovTech at tech.gov.sg. #J-18808-Ljbffr