Research & Service Designer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Define and advocate for the comprehensive CX strategy, converting business goals and customer requirements into actionable design roadmaps.

• Lead the design and refinement of complete customer journeys and blueprints, employing advanced Service Design methodologies to enhance internal processes and frontline interactions.

• Create and maintain essential CX design artifacts, including journey maps, service blueprints, personas, and experience principles.

• Supervise an extensive CX research program that integrates qualitative and quantitative methods (such as interviews, surveys, usability testing, and data analysis) to obtain deep customer insights.

• Evaluate customer feedback (NPS, CSAT, CES) and operational data to pinpoint friction points, pain points, and opportunities for enhancing the experience.

• Convert intricate research findings into clear, compelling, and prioritized recommendations for product, service, and process teams.

• Serve as the primary CX partner for cross-functional teams—including Product, Engineering, Marketing, Operations, and Sales.

• Manage and influence a diverse range of stakeholders at all levels to achieve alignment and secure investment for CX initiatives.

• Facilitate workshops and design sessions to co-create solutions and foster a culture of customer-centricity throughout the organization.

• Develop comprehensive project plans, manage resources, and oversee the complete lifecycle of CX design projects from inception to implementation.

• Establish clear metrics and KPIs to evaluate the success and impact of CX design interventions, tracking progress and providing regular, transparent updates.

⛳️ Requirements

• Over 5 years of experience in a dedicated CX, UX, or Service Design role, with a strong emphasis on leading design strategy.

• In-depth expertise in CX Design and Service Design principles and methodologies.

• Extensive experience in planning, conducting, and synthesizing customer research—both qualitative and quantitative.

• Proven success in managing complex stakeholders and driving cross-functional change.

• Strong background in formal project planning and execution.

• Excellent written and verbal communication skills in English, with the ability to convey complex information simply and persuasively.

• Strategic mindset paired with hands-on execution capability.

• A collaborative, customer-focused, 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 vibrant community of over 15 nationalities and participate in our virtual activities.

• Continue to challenge yourself with our Nacar Academy training program, which aligns with the creation of personalized career paths.

• 30 paid vacation days.

• Raio card.

• Flexible working hours.