Lead / Senior Service Designer, TradeNet

What the role is
TradeNet is Singapore’s key platform that enables businesses to import, export, and move goods through one of the world’s busiest ports,currently supporting 970 Billion in annual trade revenue.. It connects traders, freight forwarders, customs officers, and multiple government agencies through a single, integrated system used for permit applications and regulatory approvals.

TradeNet is undergoing modernisation to evolve towards streamlining workflows, improving decision-making processes for officers, and shaping the future of trade in Singapore.

As a Senior/Lead Service Designer, you will lead and shape end-to-end service journeys across multiple products that collectively support both internal and public users. You will drive service-level thinking across workflows, stakeholders, and operational touchpoints, while also mentoring and growing designers to strengthen systems thinking within the team.

[What you will be working on]

• Own end-to-end service design initiatives across one or more products, connecting across internal and public users,
• Map and maintain a systems-level view of service journeys that span front-stage user interactions and back-stage operational, policy, and system processes
• Lead deep discovery efforts (interviews, operational deep-dives, workshops) to uncover root causes, systemic gaps, and long-term opportunities
• Synthesise insights into clear service recommendations that influence roadmap decisions, trade-offs, and delivery priorities
• Develop and evolve key artefacts such as journey maps, service blueprints, and ecosystem models to guide both tactical delivery and long-term transformation
• Prototype and iterate low-fidelity service and interaction concepts in collaboration with UX designers
• Partner with product, engineering, policy, and business stakeholders to translate service intent into scalable, measurable outcomes
• Pilot new initiatives or tools in your work, mentor and grow designers in service design methods

[What we are looking for]

• Bachelor’s or Master’s degree in Service Design, Human-Centred Design, or related field (or equivalent experience)
• At least 5 years of experience in service design or complex UX design
• Proven experience designing and shipping products with complex, ideally within multi-stakeholder or regulated environments
• Experience working in iterative and agile environments and teams, influencing product direction and prioritisation
• Strong systems thinking and ability to move from insight to recommendations to deliverProficiency in tools such as Figma, Miro or similar service mapping and prototyping tools
• Strong facilitation skills and ability to lead cross-functional discussions with various teams and senior stakeholders
• Solid grounding in user research methods and insights generation
• Clear and persuasive communication skills, with the ability to simplify complex systems
• Analytical rigour, attention to operational detail, and comfort working within ambiguous environments

 

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