Service Designer - Qualitative Research & Strategy

Strategic Staffing Solutions; Plano (TX); Hybrid; USD 55,000 - 62,000; Full time

Job summary

Strategic Staffing Solutions seeks a Qualitative Researcher for a W-2 contract in Plano, TX. Hybrid onsite arrangement with four days on-site. Rate: $40-45/hour.

This service design-focused role emphasizes experience mapping, insights synthesis, and visual artifacts to connect customer impact with business and technology considerations. Ideal candidates will have 4+ years in service design or related fields, strong facilitation skills, and a proven ability to translate complex concepts into

Qualifications

• 4+ years 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.

Responsibilities

• Plan and support workshops, working sessions, interviews, and stakeholder discussions across business, product, operations, technology, customer support, and other functions.
• Facilitate conversations that create a shared understanding of how experiences are delivered and where opportunities for improvement exist.
• Build relationships and credibility across teams to drive collaboration and alignment.
• Document and visualize end-to-end consumer and employee experiences across channels, touchpoints, and organizational boundaries.
• Identify gaps, breakpoints, inefficiencies, friction points, dependencies, handoffs, and operational constraints throughout the service ecosystem.
• Map key actors, systems, processes, policies, and organizational dependencies that influence experience outcomes.
• Identify ripple effects and downstream consequences of potential experience changes.
• Gather and organize information from existing research, business documentation, operational processes, stakeholder conversations, and strategic initiatives.
• Conduct or participate in stakeholder interviews to uncover institutional knowledge, operational context, and business requirements.
• Synthesize large volumes of complex information into clear narratives, frameworks, visual models, and actionable insights.
• Develop polished service design deliverables that support decision-making and organizational alignment.
• Clearly communicate consumer impacts alongside business, operational, and technology considerations.

Skills

Qualitative research

Service design

Stakeholder facilitation

Experience mapping

Education

Bachelor's degree or 4+ years experience

Tools

FigJam

Microsoft Office

Slack

Lucidchart

Job description

Strategic Staffing Solutions seeks a Qualitative Researcher for a W-2 contract in Plano, TX. Hybrid onsite arrangement with four days on-site. Rate: $40-45/hour.

This service design-focused role emphasizes experience mapping, insights synthesis, and visual artifacts to connect customer impact with business and technology considerations. Ideal candidates will have 4+ years in service design or related fields, strong facilitation skills, and a proven ability to translate complex concepts into