Born and based in Barcelona, Nacar is an

award-winning

Strategic Design Agency, impassioned by our

agile and international team

composed of over 90 creative professionals (design strategists, researchers, product and UX / UI designers, engineers, and overall creatives).

We work with all-size clients from across multiple industries, collaborating in

innovation

and establishing

solutions and product strategies

that apply to Industrial, Digital, Brand and Service Design.

We also contribute to their digitalization, by conceptualizing and prototyping new, human centered products and services around technological capabilities.

With a

hybrid-work

model and

versátil working hours , we are powered by a culture of communication, collaboration, proactivity and positivity, always aiming to

humanize technology experiences

and to transform into the

phygital

future.

Our offices, an urban oasis, are located in the beautiful

Palo Alto , an old factory in Poblenou, restored and converted into studios for designers and artists.

Nacar was made to be a place where people can

grow and impact the world , and we’re in continuous growth to always provide our best.

Our team is connected by common challenges, eager to discover, envision and materialize new opportunities. Is this something you feel identified with?

We're currently looking for a

Customer Experience (CX) Lead

to drive the strategy and execution of exceptional customer and service design initiatives — shaping the end-to-end experience for our clients' customers across all touchpoints.

Job requirements 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.

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

Health Insurance.

Free tickets for the Palo Alto Market

#J-18808-Ljbffr

📌 Cx & Service Designer (Madrid)
🏢 Nacar Careers
📍 Madrid