Research & Service Designer - Brasil

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Nacar Design

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

📣 Marketing

🏥 Saúde

Consulting • Marketing • Healthcare

🏆 iF Design Ranking: nº 1 na Espanha, Top 50 na Europa

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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.