Service Designer

Full Time

Sime Darby Plantation

We value our people and encourage everyone to grow professionally. If you think this opportunity is right for you, we encourage you to apply!

Job Description:


  • Leading service design projects from conception to execution.
  • Creating journey maps and service blueprints identifying opportunities to standardise experience and innovate through technology.
  • Designing new and/or improved seamless services for the target user’s experience. Designing also to implement and scale the experience.
  • Testing Digital projects and services with users, gathering feedback and sharing learnings with other teams. Identifying opportunities to iteratively improve.
  • Establishing service design best practices within the organisation, including building a service playbook with the aim to standardise digital service decisions across various offerings.
  • Collaborating with consumer and service-oriented businesses that are leaders in the field to internalise their service innovation practices.
  • Working with other Service Designers to establish a pool of service design navigators throughout the organisation.

Knowledge and Skill

Education / Professional Qualification

  • A degree in business, design, research or relevant educational background.
  • Certification in Design Thinking, Service Design, and/or Business Innovation is desirable.

Professional Experience

  • 3+ years of professional experience in all stages of the design process such as scoping the research, leading fieldwork, conducting user interviews, performing desk research, synthesizing inputs, and articulating insights.
  • Strong facilitation skills in running design sprints and designathons, and excellent presentation and communication skills in English.
  • Experience scaling a service or a startup is desirable.



  • Knowledge of design and graphics production software such as Adobe Creative Suite, Figma
  • Team collaboration software such as Miro or Mural
  • Prototyping and wireframing software such as Invision
  • Strong understanding of service metrics, user growth, and growth hacking strategies
  • Appreciation of new technologies such as ML and AI, IOT, and Robotics


  • Experience consulting/advising business stakeholders on digital strategy and design. Excellent communication and presentation skills.

Impact / Accountability

  • Developing and maintaining Service Blueprints that easily explain how the service is performed and received.
  • Identification of gaps, challenges, or opportunities through holistic service design this influencing business units to engage the Digital team on proposed solutions.
  • Designing and owning prototypes that will be passed on to engineering teams for development of digital solutions.

Problem Solving / Decision Making

  • Applying user-centered thinking, always solving for the users and/or customers of services.
  • Aligning, integrating, and stacking multiple services that create the best experience.
  • Becoming aware of the strategy and KPIs for various business units to find solutions that enable or accelerate their business goals.


  • Getting business unit leads to input and then own the service blueprints that you assisted in preparing.
  • Storytelling and explaining simply and clearly where the gaps, challenges, or opportunities lie in designing holistically and/or redesigning services.
  • Collaborating with Business Analysts and Strategists in early-stage initiative design and to strengthen the business value case for proposed solutions.
  • Influencing business unit owners and stakeholders to adopt proposed solutions.
  • Working with Product Architects and software engineers and guiding them on the user experience (UX) for solutions.
Selangor, Malaysia
Full Time
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