Research & Service Designer

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📋 Description

• 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.

🎯 Requirements

• 5+ 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.

🏖️ Benefits

• Permanent contract.
• Competitive salary
• Hybrid working model - you can either work from home or enjoy our beautiful offices in Tecnopuc
• Join a dynamic +15 nationalities community and enjoy our virtual activities.
• Keep challenging yourself with our [REDACTED] Academy training program, aligned with the creation of personalized career paths.
• 30 paid vacation days.
• Raio card
• Flexible working hours.

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