UX Designer — Customer Research & Design Iteration (Mid-Level, Remote)

About the Role:

This is not a "design from scratch in Figma" role — much of our initial UI generation is automated. What we need is a designer whose core strength is talking to customers. You'll proactively reach out to existing customers of our SaaS product, get them on calls, run surveys and interviews, dig into how they actually use the product, and then translate that feedback into concrete design improvements.

If you've spent real time on customer calls — scheduling them, asking the right questions, listening past what users say to what they mean — and then redesigned flows based on what you learned, this role is built for you.

What You'll Do:

• Own the customer feedback loop end-to-end: identify which customers to talk to, reach out to them, schedule and conduct calls, and follow up.
• Design and run user surveys and structured interviews with existing customers of our SaaS product.
• Run usability sessions on live features — watching real customers use the product, not just testing prototypes.
• Synthesize feedback from calls, surveys, support tickets, and product analytics into clear, prioritized design problems.
• Redesign and iterate on existing screens and flows based on that evidence, then validate the improvements with the same customers.
• Maintain a research repository so customer insights are documented, searchable, and usable by the whole team.
• Close the loop with customers — letting them know their feedback shaped the product, which builds retention and trust.

Must Have Experience:

• 2–5 years in UX/product design, with demonstrated experience doing direct customer outreach for a SaaS product — cold-emailing or calling existing users, getting them on calls, and running the conversations yourself (not just receiving research from a separate team).
• Hands-on experience conducting user interviews, surveys, and usability tests, and turning findings into shipped design changes.
• At least one strong case study showing the full arc: reached out to customers → gathered feedback → identified the problem → redesigned → measured improvement.
• Comfort being on calls regularly — strong spoken communication, active listening, and the ability to ask non-leading questions.
• Working proficiency in Figma for iterating on and improving existing designs (you don't need to be a from-scratch visual design expert).
• Self-directed enough to run this process remotely without hand-holding.