Qualitative Researcher
$83,200–$93,600 year
HybridPlano, Texas, United States
Job Summary
Facilitate workshops, interviews, and stakeholder discussions to uncover gaps, inefficiencies, and friction points within end-to-end consumer and employee experiences. Synthesize complex information from research, documentation, and operational processes into clear narratives, frameworks, and visual models like service blueprints, journey maps, and ecosystem diagrams. Build credibility across business, product, operations, and technology teams to drive alignment and translate insights into actionable service design deliverables. This Service Design-focused role requires on-site presence four days per week in Plano, TX, with a rate of $40-45 for a W-2 contract. Candidates must demonstrate systems thinking and proficiency in FigJam, Lucidchart, and Microsoft Office.
Required Qualifications
- 4+ years of experience in service design, consumer research, experience strategy, or a related field
- Demonstrated experience mapping complex experiences, services, journeys, or operational ecosystems
- Strong ability to synthesize large amounts of research, documentation, stakeholder input, and operational information
- Experience translating complex concepts into clear visual frameworks and deliverables
- Strong written and verbal communication skills
- Ability to facilitate discussions and communicate recommendations to stakeholders at all levels, including senior and executive leaders
- Familiarity with human-centered design, service design methodologies, and systems thinking
- A bachelor's degree in service design, consumer research, psychology, anthropology, cognitive science, or a related field; or 4 additional years of related experience, may substitute for the degree requirement
- Must be able to work on our W-2 only. NO C2C or 1099
- Candidates must be able to work on our W-2 only. NO C2C or 1099
Desired Qualifications
- Experience creating service blueprints, ecosystem maps, operating model maps, customer journeys, and systems maps
- Experience working within large, complex, matrixed organizations
- Experience working across multiple business units, channels, and organizational boundaries
- Strong visualization and storytelling capabilities
- Experience connecting customer/employee impacts with business, operational, and technology considerations
- Lucidchart or similar visualization/collaboration platforms is a plus
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