Research & Service Designer

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Nacar Design

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

🏥 Healthcare

Consulting • Marketing • Healthcare

Nacar Design is a Strategic Design Agency based in Barcelona and Bilbao, recognized for its excellence with accolades including being ranked #1 in Spain and among the Top 50 in Europe by the iF Design Ranking. With an agile and international team of over 120 creative professionals, Nacar collaborates with clients from diverse sectors, such as HP and Vueling Airlines, to develop solutions and product strategies across Industrial, Digital, Strategic, and Service Design. Their specialties encompass a wide array of design disciplines, including product design, design management, user experience (UX), user interface (UI) design, and design thinking, focusing on customer experience and innovation.

📋 Description

• 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.

🎯 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.

🏖️ Benefits

• 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.