Service Designer / Researcher

Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We’re seeking a Service Designer / Researcher for a remote, EST-based contract opportunity.

In this role, you’ll support patient experience programs by shaping and evolving end-to-end (E2E) service design to meet patient needs through thoughtful, data-driven solutions. The ideal candidate has a background in healthcare, pharma, or patient support programs, and experience working on Salesforce-based platforms. You’ll be responsible for defining service blueprints, conducting user research, and leading discovery workshops to uncover pain points and drive meaningful improvements.

There is no application deadline for this role.

Service Designer / Researcher Responsibilities:

• Define and maintain E2E service blueprints that map the full patient and support journey.
• Develop and evolve personas based on ongoing research and program insights.
• Lead and facilitate workshops with cross-functional teams to uncover problem areas, ideate solutions, and align on priorities.
• Conduct qualitative and quantitative research to identify user needs, behaviors, and pain points.
• Synthesize insights into actionable recommendations that inform service and experience enhancements.
• Collaborate closely with designers, developers, program managers, and Salesforce platform teams to ensure design feasibility and alignment.
• Continuously iterate and improve the service design based on feedback, analytics, and business goals.

Service Designer / Researcher Qualifications:

• 3–5+ years of experience in service design, UX research, or related roles.
• Proven experience with patient experience or pharma support programs (preferred).
• Familiarity with Salesforce platforms and their role in service design ecosystems.
• Proficiency in Figma for design and collaboration.
• Strong facilitation and communication skills—comfortable running workshops and presenting to stakeholders.
• Ability to synthesize complex systems into clear, visual blueprints and service flows.
• Experience conducting user interviews, usability testing, and other research methodologies.
• Strong storytelling and documentation skills to communicate insights effectively.

Perks & Benefits:

• Medical, Dental, and Vision Insurance.
• Life Insurance.
• 401(k) Program.
• Commuter Benefit.
• eLearning & Ongoing Training.
• Education Reimbursement.

*Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.

If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.