Job description
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 te

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