Senior CX Designer

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

📋 Description

• Oversee Service Design and Customer Experience (CX) projects, focusing on the comprehensive customer journey from acquisition to ongoing relationship management.

• Gather, organize, and evaluate existing data such as:

• Voice of the Customer (VoC)

• historical surveys and customer feedback

• internal studies and previous evaluations

• Plan and conduct customer listening activities with clients and stakeholders, which include:

• interviews

• qualitative and quantitative research

• Chart customer journeys to identify:

• pain points

• process bottlenecks

• opportunities for enhancement and optimization

• Assist in defining and evolving the desired experience model, taking into account:

• unified vs. segmented experience strategies

• differentiation based on customer profile and journey stage

• Develop and organize:

• prioritization matrices

• initiative timelines featuring short-, medium-, and long-term actions

• Support efforts to enhance and advocate for a customer-centric culture throughout the organization.

• Collaborate across various internal teams, track initiative implementation, and ensure quality, consistency, and strategic alignment in all deliverables.

• Show willingness to utilize AI-driven tools and emerging technologies to boost productivity, insight generation, and decision-making, applying critical thinking and sound judgment in their application.

⛳️ Requirements

• Extensive experience in Customer Experience (CX) and Service Design

• In-depth understanding of Design Thinking, user research, and workshop facilitation

• Capacity to act with analytical neutrality, steering clear of internal biases

• Experience within complex, multidisciplinary organizational settings

• Skill in converting qualitative data into strategic insights

• Proficiency in structuring executive documents and strategic guidelines

• Familiarity with design and collaboration tools such as Miro, Figma, journey maps, empathy maps, and needs maps

🏝️ Benefits

• Flexibility, offering remote and hybrid work arrangements based on country

• Opportunities for career growth, including international mobility and professional development programs

• Access to learning and development resources, featuring state-of-the-art tools, training, and industry experts