-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?-

• 7+ 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 :)

We also offer:

🔖Permanent contract.

💰Competitive salary - with an yearly job performance appraisal.

🏡Hybrid working model - you can either work from home or enjoy our beautiful studio (with free coffee and a great garden!).

🌈Join a dynamic +15 nationalities community and enjoy our team-building activities.

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

✨26 paid vacation days.

💯Monthly allowance for internet costs and a budget for working-from-home materials.

🍎Health Insurance.

🚀Flexible working hours.

🆓Free tickets for the Palo Alto Market 😃