Service Designer​/Researcher – Enterprise Sales & Marketing

Contract:

3-6 month contract, full-time, 40 hrs./wk. (with possible extensions)

Location/time zone:
Remote/Hybrid; availability to work Eastern time zone hours

Level: Mid-Level (4+ years)

Compensation: $75/hr.

Status:
Independent Contractor based in the US or Canada

This is a hybrid Service Design / UX Research role embedded within the Experience Design team of a large software company. The role sits within the design team, in close collaboration with the research team. Stakeholders include Sales and Marketing.

The service design scope covers two complementary perspectives: the end-to-end customer journey–from exploring the website and discovering products through to becoming a paying customer–and the front-to-back operational view of how marketers publish content that generates leads, and how sales teams work those leads and convert them into buying customers. The UX research scope focuses on in-depth interviews and data synthesis to surface actionable insights.

Both streams connect closely with product and engineering to implement solutions.

• Map, maintain, and continuously utilize end-to-end customer and Marketer/Sales journey maps as living documents — not one-time deliverables
• Facilitate co-creation workshops with Sales and Marketing stakeholders to surface pain points, align on opportunities, and drive design decisions
• Design front-to-back: consider both the customer-facing experience (website exploration, product discovery, purchase) and the internal workflows that enable it (content publishing, lead management, sales conversion)
• Partner with product and engineering to translate journey insights into implementable solutions

• Plan and facilitate in-depth interviews with internal stakeholders and end users
• Synthesize qualitative data into clear, actionable findings that inform service design and product decisions
• Collaborate with the research team to align insights with design direction
  
  Minimum Qualifications
  • 4+ years of experience in service design, UX research, or a combination of both
  • Demonstrated ability to build and maintain journey maps as living documents in a complex, multi-stakeholder environment
  • Strong facilitation skills — comfortable leading co-creation workshops and in-depth interviews
  • Experience partnering with Sales and/or Marketing stakeholders
  • Ability to work closely with product and engineering teams to drive implementation
  • Excellent communication skills — able to synthesize complexity and present clearly to diverse audiences
  Preferred Qualifications
  • Familiarity with AI tools and agentic workflows to accelerate design and research workflows
  • Familiarity with enterprise platforms such as Salesforce or Marketo
  • Experience with journey mapping tools such as They Do, Journey Track, or Smaply
  • Experience with research tools such as Dovetail, User Testing, or Qualtrics
  • Background in enterprise technology, business systems, or B2B customer experience

  Contract offered through the UX Researchers' Guild:

  If you are selected, company information will be provided for you to decide whether to be submitted for the role.