Research & Service Designer - Brasil

We are Nacar.
A solution-first creative partner helping ambitious organizations shape and deliver the right products, services and experiences — with clarity, rigor and creative excellence.

Rooted in Palo Alto, Barcelona, and with studios in Bilbao, Guadalajara, Porto Alegre and China, we're a global team of 130+ Nacarians from more than 23 nationalities. This role will be based in our Porto Alegre studio.

Twenty years, 70 design awards and 10+ client ecosystems later, we've learned that creativity is only worth something when it turns into real solutions. That's why we work in a way that connects craft with systems — building things that don't just look right, but perform, scale and generate measurable value for our clients.

A Nacarian is a creative orchestrator, shaped by Criteria, Adaptability and Ownership. Someone who reads complexity, anticipates what matters, and moves fast with intent. We come from different disciplines — strategy, research, industrial and digital design, brand, service, engineering — but we share the belief that great ideas only matter when they become real.

Nacar is entering a new chapter. We're strengthening our capabilities, growing into new markets, and building the organization that will shape what's next. With a hybrid work model and flexible hours, we're powered by a culture of communication, collaboration and ownership — with the ambition of becoming the trusted creative decision partner for the leaders redefining the future of their industries.

If you're excited by building — not just joining — this is a great moment to be here.

Is this something you feel identified with?

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

-What will your day to day be like?-

You will:

• 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.

-What are we looking for?-

• 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