Research & Service Designer - Brasil

Nacar Careers

7d•Hybrid

About The Position

Born and based in Barcelona, Nacar is an award-winning Strategic Design Agency, impassioned by our agile and international team composed of over 90 creative professionals (design strategists, researchers, product and UX/UI designers, engineers, and overall creatives). We work with all-size clients from across multiple industries, collaborating in innovation and establishing solutions and product strategies that apply to Industrial, Digital, Brand and Service Design. We also contribute to their digitalization, by conceptualizing and prototyping new, human centered products and services around technological capabilities. With a hybrid-work model and flexible working hours, we are powered by a culture of communication, collaboration, proactivity and positivity, always aiming to humanize technology experiences and to transform into the phygital future. Our offices, an urban oasis, are located in the beautiful Palo Alto, an old factory in Poblenou, restored and converted into studios for designers and artists. We also have a growing studio based in Porto Alegre, Brazil, where this role will be based. Nacar was made to be a place where people can grow and impact the world, and we’re in continuous growth to always provide our best. Our team is connected by common challenges, eager to discover, envision and materialize new opportunities. We're currently looking for a Customer Experience (CX) Lead to join our Porto Alegre studio and drive the strategy and execution of exceptional customer and service design initiatives — shaping the end-to-end experience for our clients' customers across all touchpoints.

Requirements

5+ years of experience in a dedicated CX, UX or Service Design role, with a strong focus on leading design strategy.
Deep expertise in CX Design and Service Design principles and methodologies.
Extensive experience planning, conducting and synthesising customer research — both qualitative and quantitative.
Demonstrated success in complex stakeholder management and driving cross-functional change.
Strong background in formal project planning and delivery.
Excellent written and verbal communication skills in English, with the ability to present complex information simply and persuasively.
Strategic mindset combined with hands-on execution capability.
A collaborative, customer-centric and proactive attitude.

Responsibilities

Define and champion the overall CX strategy, translating business objectives and customer needs into actionable design roadmaps.
Lead the design and iteration of end-to-end customer journeys and blueprints, applying advanced Service Design methodologies to optimise internal processes and frontline interactions.
Develop and maintain key CX design artifacts, including journey maps, service blueprints, personas and experience principles.
Oversee a comprehensive CX research program, combining qualitative and quantitative methods (interviews, surveys, usability testing, data analysis) to gather deep customer insights.
Analyse customer feedback (NPS, CSAT, CES) and operational data to identify friction points, pain points and opportunities for experience improvement.
Translate complex research findings into clear, compelling and prioritised recommendations for product, service and process teams.
Act as the primary CX partner for cross-functional teams — including Product, Engineering, Marketing, Operations and Sales.
Manage and influence diverse stakeholders at all levels to secure alignment and investment for CX initiatives.
Facilitate workshops and design sessions to co-create solutions and build a culture of customer-centricity across the organisation.
Develop detailed project plans, manage resources and oversee the full lifecycle of CX design projects from conception to implementation.
Establish clear metrics and KPIs to measure the success and impact of CX design interventions, tracking progress and providing regular, transparent updates.