Principal UX Architect

Job Description The Principle UX Architect is an execution-first system builder responsible for diagnosing and eliminating root-cause friction across SingPost’s omni-channel ecosystem, spanning the SingPost Mobile App, web portals, physical Post Offices, kiosks, and unmanned Smart Autolobbies. Operating seamlessly between 30,000-foot multi-channel service blueprints and pixel-level Figma token systems, this role unpicks complex legacy logistics mechanics, facilitates executive alignment workshops, and conducts raw field research to design and build scalable, zero-friction customer experiences. This is an execution-first role who utilizes advanced Design Thinking and Systems Thinking frameworks to diagnose root-cause friction across both digital and physical touchpoints, balancing human desirability with operational viability while operating at both 30,000 feet and pixel-level depth. They are responsible for leading stakeholder alignment workshops, conducting raw field research, and unpicking complex legacy operational mechanics. Simultaneously, they must build and maintain our master design token systems and establish structural layout frameworks, and design cohesive digital experiences that eliminate system friction. Key Responsibilities Experience Strategy, Alignment & Workshops • Stakeholder Distillation: Partner directly with business unit leaders and executive stakeholders to extract corporate vision, unpick messy operational backlogs, and distill competing requirements into singular, unified experience strategies • Facilitation: Plan and conduct structured alignment workshops, service-mapping sessions, and rapid ideation loops with cross-functional product, tech, and operations teams • Framework Engineering: Translate abstract business models, commercial logistics structures, and transactional goals into clear, definitive horizontal experience frameworks and multi-channel system navigation charts Field Research & Physical-Digital Discovery • Contextual Inquiries: Conduct rapid, hands-on user intercept testing and behavioral observations in live operational environments (e.g., retail counters, smart parcel lockers, and sorting hubs), conduct controlled interview discovery sessions to map out friction points and opportunities • User Journey Synthesis: Translate raw behavioral insights, operational constraints, and customer pain points into exhaustive, clean multi-channel user journey blueprints and task flows • Hypothesis Validation: Rapidly construct and iterate low-to-mid-fidelity interactive prototypes to test usability assumptions directly with end-users and front-line staff Information Architecture & Technical Specification Alignment • System Ingestion: Ingest complex legacy business states, interview cross-functional technical analysts, and unpick backlogs to map clear, logical navigation frameworks • Structural Layout Blueprinting: Translate complex data sets and transactional business logic into highly intuitive, zero-ambiguity functional screen layouts and wireframes • Engineering Collaboration: Partner directly with the Product Managers and Tech Leads to ensure structural wireframe mockups accurately respect backend API capabilities, data dependencies, and technical deployment realities as well as product requirements Component Architecture & Design Token Management • System Asset Integration: Maintain absolute layout and element consistency against the organisation’s Figma design system, UI primitives, and design token libraries (that you will help create) • Responsive Standardization: Author and hardcode flexible, responsive & multi-breakpoint auto-layout component models in Figma to ensure design patterns scale natively across desktop, mobile responsive, and tablet environments Quality Gatekeeping & Verification • Implementation Audits: Act as the user-experience quality gatekeeper by validating working front-end software builds inside Staging and UAT environments prior to production release • Telemetry & Analytics Validation: Partner with product teams to embed clear analytics tracking events, event formulation schemas, and behavioral hooks into the experience blueprints to guarantee unalterable user telemetry Key Requirements Core Design Capabilities • Over 5 years of experience in a relevant UX lead role • Proven ability to simplify multi-tiered transactional systems, enterprise supply chain software, or high-scale checkout flows into clear navigation matrices • Exceptional track record of designing and facilitating strategic alignment workshops for senior executives, with the ability to distill complex information into structured visual frameworks on the spot • Absolute mastery of complex Figma capabilities, including nested auto-layouts, flexible responsive constraints, interactive prototyping components, and variable token management • Proven experience deconstructing multi-tiered enterprise systems, legacy web views, or multi-step transactional applications into clean navigation matrices • Direct, hands-on experience conducting guerilla user research, user interviews, post-occupancy studies, or physical space mapping such as retail, logistics kiosks, or public terminals • Demonstrated ability to interpret product web analytics, drop-off funnels, and heatmaps to prioritize layout optimizations • Demonstrable hands-on experience and literacy in modern AI-driven design and prototyping tools to move rapidly from wireframe to functional code-based UI through vibe coding • Direct experience mapping interfaces for postal, supply-chain tracking, courier dispatch, or self-service kiosk hardware networks would be an advantage • Basic understanding of front-end framework limitations, such as React Native, CSS Flexbox logic, and API payload bindings, would be an advantage Mindset & Approach • The Builder: Spends their day actively inside Figma design grids, leading workshops, or conducting user interviews, thriving on creating structural tool…