Research & Service Designer - Brasil

Estudio Nacar; Porto Alegre; Hybrid; BRL 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid working model

30 paid vacation days

Nacar Academy training

Job summary

Nacar is seeking a Customer Experience (CX) Lead to join our Porto Alegre studio and shape the end-to-end customer experience for global clients. You will drive CX strategy, design roadmaps and end-to-end journeys using advanced service design methods, collaborating with Product, Engineering, Marketing, and Operations to deliver measurable improvements.

The role requires 5+ years in CX/UX or Service Design, deep CX design expertise, strong research experience and excellent English communication.

Qualifications

• 5+ years in CX, UX or Service Design with design strategy focus.
• Deep CX Design and Service Design principles and methodologies.

Responsibilities

• Define and champion the overall CX strategy and translate objectives into design roadmaps.
• Lead end-to-end customer journeys, blueprints and service design processes.
• Develop CX artifacts like journey maps, personas and experience principles.
• Run a CX research program using qualitative and quantitative methods.
• Analyze feedback and operational data to identify friction points and opportunities.
• Translate findings into clear recommendations for product, service and process teams.
• Act as the primary CX partner for cross-functional teams (Product, Engineering, Marketing, Operations, Sales).
• Manage stakeholders and secure alignment for CX initiatives.
• Facilitate workshops to build a customer-centric culture.
• Develop project plans, manage resources and oversee CX projects end-to-end.
• Establish KPIs to measure CX impact and report progress.

Skills

CX strategy

Service Design

CX design

Research

Stakeholder management

Project planning

Delivery

English

Strategic mindset

Collaboration

Job description

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.

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 — 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.

Why should you join?

This is a unique opportunity for someone looking for a challenge in the customer and service design area and to be part of a center of innovation that is impacting clients all over the world — joining our growing Porto Alegre studio and orchestrating design work at scale for a top‑tier global client

We also offer:

Permanent contract.

Competitive salary

Hybrid working model - you can either work from home or enjoy our beautiful offices in Tecnopuc

Join a dynamic +15 nationalities community and enjoy our virtual activities.

Keep challenging yourself with our Nacar Academy training program, aligned with the creation of personalized career paths.

30 paid vacation days.

Raio card

Flexible working hours.