CX & Service Designer

📍 Job Overview

Job Title: CX & Service Designer

Company: Nacar Careers

Location: Barcelona, Catalonia, Spain

Job Type: Full-Time

Category: Customer Experience (CX) / Service Design

Date Posted: 2026-06-12

Experience Level: 7+ Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the strategic definition and execution of Customer Experience (CX) and Service Design initiatives to optimize end-to-end customer journeys and internal operational processes.

• Champion a human-centered design approach, translating complex business objectives and customer needs into actionable design roadmaps and tangible solutions.

• Drive comprehensive customer research programs, leveraging both qualitative and quantitative methodologies to uncover deep insights and identify key areas for improvement.

• Act as the primary CX and Service Design partner, fostering strong cross-functional collaboration with Product, Engineering, Marketing, Operations, and Sales teams to ensure a unified customer experience.

• Develop and implement robust metrics and KPIs to measure the impact and success of CX design interventions, providing transparent reporting on progress and outcomes.

📝 Enhancement Note: While the title is "CX & Service Designer," the responsibilities and experience requirements clearly indicate a leadership-oriented role, akin to a CX Lead or Senior Service Designer, responsible for strategy, execution, and cross-functional influence rather than purely individual design tasks. The emphasis on "leading strategy," "championing," and "managing stakeholders" points to a senior or lead position.

📈 Primary Responsibilities

• Define and advocate for the overarching CX strategy, translating business goals and user needs into clear, prioritized design roadmaps.

• Spearhead the design and continuous improvement of end-to-end customer journeys and service blueprints, employing advanced Service Design methodologies to enhance frontline interactions and internal workflows.

• Create and maintain essential CX design documentation, including detailed journey maps, service blueprints, user personas, and experience principles.

• Oversee and execute a comprehensive CX research agenda, utilizing a blend of qualitative methods (e.g., user interviews, usability testing) and quantitative methods (e.g., surveys, data analysis) to gather profound customer insights.

• Analyze customer feedback data (e.g., NPS, CSAT, CES) and operational metrics to pinpoint friction points, pain points, and strategic opportunities for enhancing the overall customer experience.

• Synthesize complex research findings into clear, compelling, and actionable recommendations for product, service, and process enhancement teams.

• Serve as the key CX and Service Design liaison for cross-functional departments, including Product Management, Engineering, Marketing, Operations, and Sales.

• Proactively manage and influence diverse stakeholders across all organizational levels to secure buy-in and investment for critical CX initiatives.

• Facilitate engaging workshops and collaborative design sessions to foster co-creation of solutions and cultivate a pervasive culture of customer-centricity throughout the organization.

• Develop detailed project plans, manage project resources effectively, and oversee the entire lifecycle of CX design projects from ideation through to successful implementation.

• Establish clear, measurable metrics and Key Performance Indicators (KPIs) to evaluate the effectiveness and business impact of CX design efforts, tracking progress and delivering regular, transparent performance updates.

📝 Enhancement Note: The responsibilities listed are extensive and cover strategic leadership, research oversight, cross-functional collaboration, and project management, all within the domain of CX and Service Design. The emphasis on "leading," "overseeing," and "managing" signifies a senior-level role.

ുകൾ Skills & Qualifications

Education: While no specific degree is mandated, a strong academic foundation in Design, Human-Computer Interaction (HCI), Business Administration, Psychology, or a related field is highly beneficial for understanding user behavior and strategic business alignment.

Experience: A minimum of 7 years of progressive experience in a dedicated Customer Experience (CX), User Experience (UX), or Service Design role, with a pronounced focus on leading design strategy and driving significant organizational change.

Required Skills:

• Deep expertise in Customer Experience (CX) Design principles, methodologies, and best practices.

• Profound understanding and hands-on application of Service Design methodologies, including journey mapping and service blueprinting.

• Extensive experience in planning, conducting, and synthesizing insights from both qualitative (e.g., user interviews, ethnographic research, usability testing) and quantitative customer research (e.g., surveys, data analysis).

• Proven success in complex stakeholder management, adept at influencing and aligning diverse groups to achieve common CX goals.

• Strong background in formal project planning, resource management, and end-to-end project delivery within design contexts.

• Excellent written and verbal communication skills in English, with the ability to articulate complex design concepts and research findings clearly and persuasively to various audiences.

• Demonstrated strategic mindset, capable of linking CX initiatives to broader business objectives and driving impactful outcomes.

• Hands-on execution capability, able to translate strategic vision into practical design solutions and implementation plans.

• A collaborative, customer-centric, and proactive attitude, essential for fostering a positive and effective team environment. Preferred Skills:

• Experience with specific CX/UX design and research tools (e.g., Figma, Sketch, Adobe XD, Miro, Mural, Qualtrics, SurveyMonkey).

• Familiarity with agile development methodologies and cross-functional agile team collaboration.

• Knowledge of digital product development lifecycles and the integration of service design into product strategy.

• Experience in developing and managing customer feedback loops and service improvement initiatives.

• Understanding of "Phygital" (physical + digital) experiences and their design implications.

📝 Enhancement Note: The requirement for 7+ years of experience and leadership-oriented responsibilities suggests a focus on strategic thinking and execution, rather than entry-level design tasks. The emphasis on stakeholder management and cross-functional collaboration is critical for a senior CX/Service Design role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 significant CX or Service Design projects that demonstrate end-to-end ownership, from initial research and strategy to final implementation and impact measurement.

• Clearly articulate your role and specific contributions within each project, highlighting leadership, strategic thinking, and problem-solving abilities.

• For each project, detail the problem statement, the methodologies employed (research, design, collaboration), the key deliverables (e.g., journey maps, blueprints, prototypes), and the measurable outcomes or business impact achieved.

• Include examples of how you have translated customer insights into actionable design solutions and how you have managed stakeholders through the design process.

• Demonstrate proficiency in creating and presenting key CX design artifacts like user personas, journey maps, and service blueprints. Process Documentation:

• Provide examples of how you have documented and optimized customer journeys and service processes, illustrating your ability to create clear and implementable process flows.

• Showcase your approach to defining and tracking CX metrics and KPIs, demonstrating how you measure success and iterate on designs based on data.

• Include case studies that detail your experience in facilitating workshops and collaborative design sessions, showing your ability to guide teams through design thinking and co-creation processes.

📝 Enhancement Note: For a role emphasizing leadership and strategic execution in CX and Service Design, a portfolio should not only display design artifacts but also evidence of strategic thinking, research rigor, stakeholder influence, and demonstrable business impact. The focus should be on problem-solving and driving tangible improvements.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a CX & Service Designer with 7+ years of experience in a major European city like Barcelona, the estimated annual salary range is €55,000 - €75,000. This estimate considers the company's description as an award-winning agency, its international team, and the hybrid work model, which often command competitive compensation.

Benefits:

• Permanent contract, providing job security and long-term commitment.

• Competitive salary, subject to an annual job performance appraisal for potential increases.

• Hybrid working model, offering flexibility to work remotely or from the studio.

• Access to a beautiful, well-equipped studio in Palo Alto with free coffee and a pleasant garden environment.

• Opportunity to join a dynamic, international community of over 15 nationalities, fostering diverse perspectives and collaboration.

• Participation in regular team-building activities to strengthen camaraderie and team cohesion.

• Access to the Nacar Academy training program, designed for continuous professional development and aligned with personalized career path creation.

• Generous 26 paid vacation days per year.

• Monthly allowance for internet costs, supporting remote work efficiency.

• Budget for working-from-home materials to ensure a comfortable and productive remote workspace.

• Health Insurance coverage for well-being.

• Flexible working hours, allowing for better work-life integration.

• Complimentary tickets for the Palo Alto Market, offering a local perk and community engagement.

Working Hours: The role offers flexible working hours, with an estimated standard full-time commitment of 40 hours per week. This flexibility allows individuals to structure their workday to best suit personal productivity and project needs, while ensuring core collaboration times are met.

📝 Enhancement Note: Salary estimation is based on average compensation for similar roles in Barcelona, Spain, considering the experience level (7+ years required) and the nature of the employer (award-winning design agency). Benefits are comprehensive and typical for professional roles in the tech/design sector within Europe.

🎯 Team & Company Context

🏢 Company Culture

Industry: Strategic Design Agency, specializing in Industrial, Digital, Brand, and Service Design. Nacar collaborates with clients across multiple industries to foster innovation, develop product strategies, and contribute to digitalization efforts by conceptualizing and prototyping human-centered products and services.

Company Size: Over 90 creative professionals, indicating a mid-sized agency environment that is large enough to offer diverse projects and international exposure but small enough to maintain a close-knit, collaborative culture.

Founded: Nacar is an established agency based in Barcelona, implied to have a history of growth and success, evidenced by its award-winning status and continuous expansion. The company's ethos is focused on "humanizing technology experiences" and shaping the "phygital" future.

Team Structure:

• The CX & Service Design team is likely integrated within Nacar's broader creative professional base, working alongside design strategists, researchers, product and UX/UI designers, and engineers.

• Reporting Structure: While not explicitly stated, a CX & Service Designer with 7+ years of experience and leadership responsibilities would typically report to a Head of Design, Director of Strategy, or a similar senior leadership role within the agency.

• Cross-functional Collaboration: This role is inherently cross-functional, requiring close partnerships with Product, Engineering, Marketing, Sales, and other design disciplines within Nacar. Methodology:

• Data Analysis & Insights: A strong emphasis on research, including qualitative and quantitative methods, to derive deep customer insights for informing strategy and design.

• Workflow Planning & Optimization: Applying Service Design methodologies to map and optimize customer journeys and internal processes for enhanced efficiency and user experience.

• Automation & Efficiency: Conceptualizing and prototyping new products and services, potentially incorporating digital solutions to improve efficiency and user engagement.

Company Website: https://nacardesign.com/

📝 Enhancement Note: The company description highlights a strong focus on innovation, human-centered design, and a dynamic, international team. This suggests a culture that values creativity, collaboration, and pushing boundaries in design strategy and execution.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior or lead position within the CX and Service Design domain. It requires a strategic mindset combined with hands-on execution capabilities, focusing on driving high-level strategy, managing complex projects, and influencing organizational change. It's a role for experienced professionals ready to take ownership and lead initiatives from conception to impactful delivery.

Reporting Structure: The CX & Service Designer will likely report to a senior leadership figure within Nacar, such as a Head of Design, Director of Strategy, or a similar executive responsible for the agency's strategic design output. This position will also collaborate closely with project managers and client leads.

Operations Impact: The CX & Service Designer's impact will be significant, directly influencing how clients' customers experience products and services. By optimizing journeys, identifying pain points, and driving customer-centric strategies, this role will contribute to increased customer satisfaction, loyalty, operational efficiency, and ultimately, client business growth. The role is pivotal in shaping Nacar's reputation for delivering innovative and effective design solutions.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in advanced Service Design, CX strategy, user research, and innovation methodologies through Nacar Academy and project-based learning.

• Leadership Development: Gain experience in leading design teams, managing client relationships, and influencing strategic decisions, paving the way for potential future leadership roles within the agency (e.g., Head of CX, Design Director).

• Specialization: Opportunity to specialize in specific industries or types of design challenges based on project exposure and client needs, becoming a subject matter expert.

• Impactful Project Exposure: Work on diverse, award-winning projects for a wide range of clients, building a robust portfolio and gaining exposure to cutting-edge design trends and technologies.

📝 Enhancement Note: The role is positioned as a senior contributor with strategic influence. Growth opportunities are framed around deepening expertise, developing leadership skills, and expanding impact within a renowned design agency.

🌐 Work Environment

Office Type: Nacar operates from a beautifully restored old factory in Poblenou, Barcelona, known as Palo Alto. This setting is described as an "urban oasis" and a "studio for designers and artists," suggesting a creative, inspiring, and collaborative physical workspace.

Office Location(s): The primary office is located in Palo Alto, Barcelona, Spain. This area is known for its creative hub and innovation ecosystem, offering a vibrant professional environment.

Workspace Context:

• Collaborative Environment: The office is designed to foster interaction among creative professionals, encouraging spontaneous collaboration and idea exchange among designers, researchers, and engineers.

• Tools & Technology: While specific tools aren't listed for the workspace itself, given Nacar's focus on digital and UX/UI design, it's reasonable to assume access to modern design software, hardware, and collaborative digital platforms.

• Team Interaction: The hybrid model allows for regular in-person interaction within the studio, complemented by digital tools for remote collaboration, ensuring a connected team experience.

Work Schedule: The company offers flexible working hours, allowing employees to manage their schedules while maintaining a commitment to project deadlines and team collaboration. This flexibility, combined with the hybrid model, supports a strong work-life balance.

📝 Enhancement Note: The description of the office as an "urban oasis" and a "studio for designers and artists" implies a creative, stimulating, and community-oriented physical workspace that complements the hybrid work model.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and portfolio to assess alignment with the role requirements and Nacar's design ethos.

• Portfolio Presentation & Discussion: A session where you will present selected projects from your portfolio, discussing your strategic approach, methodologies, challenges faced, and the impact of your work. Be prepared to elaborate on your role in leading initiatives and managing stakeholders.

• Skills & Behavioral Interview: An interview focusing on your CX and Service Design expertise, problem-solving skills, collaboration style, and cultural fit with Nacar's values (communication, collaboration, proactivity, positivity). Expect scenario-based questions related to customer journey optimization and stakeholder management.

• Team/Stakeholder Interviews: Potentially meet with key team members or stakeholders (e.g., design leads, project managers, client representatives) to assess team dynamics and cross-functional collaboration capabilities.

• Final Interview: A concluding discussion, often with senior leadership, to finalize the decision and discuss terms.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 projects that best showcase your leadership in CX strategy, Service Design, research rigor, and tangible impact. Prioritize projects demonstrating end-to-end ownership and complex problem-solving.

• Highlight Your Role: Clearly define your specific contributions, especially any leadership, strategic direction, or stakeholder management aspects. Use "I" for your direct actions and "We" for team efforts.

• Quantify Impact: Whenever possible, present metrics and data that demonstrate the success of your initiatives (e.g., improvements in NPS, CSAT, conversion rates, efficiency gains).

• Tell a Story: Structure each case study as a narrative: problem, your approach/process, solution, and results. Emphasize the "why" behind your decisions.

• Showcase Artifacts: Include examples of key deliverables like journey maps, service blueprints, personas, and research synthesis, explaining their purpose and how they informed decisions.

Challenge Preparation:

• CX Strategy Case: Be prepared for a hypothetical scenario where you need to outline a CX strategy for a given business challenge or industry. Focus on research, key initiatives, and measurement.

• Service Design Problem: You might be asked to map out a customer journey or service blueprint for a specific scenario, identifying pain points and proposing solutions.

• Stakeholder Alignment: Prepare to discuss how you would gain buy-in for a new CX initiative from various departments (e.g., Sales, Operations, Engineering) with competing priorities.

📝 Enhancement Note: The interview process is expected to be thorough, with a strong emphasis on portfolio review and case-based problem-solving relevant to CX and Service Design leadership.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: While not explicitly listed, proficiency with tools like Figma, Sketch, Adobe XD, or similar for creating wireframes, mockups, and interactive prototypes is highly probable for a designer role.

• Collaboration & Ideation: Tools such as Miro, Mural, or other digital whiteboarding platforms are essential for remote workshops, journey mapping, service blueprinting, and collaborative ideation.

• Research & Analytics: Experience with survey platforms (e.g., Qualtrics, SurveyMonkey, Typeform), user testing platforms, and data analysis tools (e.g., Excel, Google Sheets, potentially BI tools like Tableau or Power BI for interpreting operational data) would be beneficial.

Analytics & Reporting:

• Customer Feedback Platforms: Familiarity with analyzing data from NPS, CSAT, CES surveys and other customer feedback mechanisms.

• Web/App Analytics: Basic understanding of tools like Google Analytics to interpret user behavior data on digital touchpoints.

• Reporting Dashboards: Ability to synthesize findings and present them clearly, potentially using presentation software (e.g., PowerPoint, Google Slides) or by contributing to BI dashboards.

CRM & Automation:

• While not directly managing CRM systems, an understanding of how CRM data (e.g., Salesforce, HubSpot) informs customer insights and how service design can integrate with CRM processes is advantageous.

• Awareness of automation principles in service delivery and customer interactions.

📝 Enhancement Note: The technology stack will likely revolve around design, research, collaboration, and analytics tools common in modern UX and Service Design agencies. A strong capability in synthesizing data from various sources will be key.

👥 Team Culture & Values

Operations Values:

• Humanize Technology Experiences: A core principle driving all design efforts, ensuring technology serves human needs and enhances lives.

• Customer-Centricity: Placing the customer at the heart of all strategic decisions and design processes, deeply understanding their needs and motivations.

• Innovation: A commitment to exploring new ideas, technologies, and methodologies to create novel solutions and push design boundaries.

• Collaboration & Communication: Valuing open dialogue, knowledge sharing, and teamwork across disciplines and with clients to achieve collective success.

• Proactivity & Positivity: An energetic and forward-thinking approach, taking initiative and fostering a positive, solution-oriented environment.

Collaboration Style:

• Cross-functional Integration: Actively working with diverse teams (Product, Engineering, Marketing, Sales) to ensure a holistic and integrated approach to customer experience. This involves regular communication and joint problem-solving.

• Process Review & Feedback: A culture that encourages constructive feedback on design processes and outcomes, fostering continuous improvement and learning.

• Knowledge Sharing: Encouraging the sharing of insights, best practices, and learnings across the team and with clients, promoting collective growth and expertise development.

📝 Enhancement Note: Nacar's stated values – communication, collaboration, proactivity, and positivity – combined with their mission to "humanize technology experiences," point to a dynamic, supportive, and forward-thinking agency culture that prioritizes both client success and employee growth.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Insights into Action: Effectively synthesizing complex customer research into clear, prioritized recommendations that gain stakeholder buy-in and lead to tangible implementation.

• Managing Diverse Stakeholders: Navigating differing priorities and perspectives across various departments (Product, Engineering, Marketing, Sales) to achieve consensus on CX initiatives.

• Measuring ROI of CX: Developing and demonstrating the clear business value and return on investment for customer experience and service design interventions.

• Keeping Pace with Innovation: Staying abreast of evolving customer expectations, technological advancements, and new design methodologies in a rapidly changing digital landscape.

Learning & Development Opportunities:

• Operations Skill Advancement: Through the Nacar Academy, gain access to training programs focused on advanced Service Design techniques, CX strategy frameworks, user research methodologies, and innovation practices.

• Industry Exposure: Participate in industry conferences, workshops, and potentially contribute to thought leadership in the CX and Service Design space.

• Mentorship & Leadership: Benefit from mentorship within a team of experienced design professionals and develop leadership skills by guiding projects and influencing strategy, potentially leading to future leadership roles.

📝 Enhancement Note: The challenges are typical for senior roles in design strategy, focusing on influence, implementation, and value demonstration. Growth opportunities are well-structured through Nacar's academy and the nature of their project-based work.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex CX strategy you developed and implemented. What was your process, who were your key stakeholders, what were the main challenges, and what was the measurable impact?" (Focus on strategic thinking, stakeholder management, and outcome-driven results.)

• "How do you approach translating qualitative and quantitative customer research into actionable design roadmaps and prioritized recommendations for cross-functional teams?" (Highlight your analytical skills, synthesis capabilities, and ability to communicate insights effectively.)

• "Imagine a scenario where a key stakeholder is resistant to a proposed CX improvement initiative. How would you approach gaining their buy-in and aligning them with the project's goals?" (Demonstrate your negotiation, influence, and communication skills.) Company & Culture Questions:

• "Based on your understanding of Nacar, how do you see your CX and Service Design approach contributing to our mission of 'humanizing technology experiences'?" (Show you've researched the company and can articulate alignment.)

• "How do you foster a customer-centric culture within teams that may not directly interact with customers?" (Focus on collaboration, education, and embedding customer empathy.)

• "Describe a time you had to measure the ROI of a design initiative. What metrics did you use, and how did you present the results to leadership?" (Prepare to discuss your data-driven approach and ability to prove value.) Portfolio Presentation Strategy:

• Structure is Key: For each project, clearly define the context, problem, your role, the process (research, ideation, design, testing), the solution, and the measurable outcomes.

• Emphasize Leadership: Highlight instances where you led the initiative, managed stakeholders, or made critical strategic decisions.

• Visuals and Narrative: Use compelling visuals for your artifacts (journeys, blueprints) and weave a clear, engaging story around each project.

• Be Prepared for Deep Dives: Anticipate questions about your specific design choices, research methodologies, and how you handled challenges. Know your work inside and out.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic leadership, deep CX/Service Design expertise, strong stakeholder management, and the ability to drive tangible business results through design.

📌 Application Steps

To apply for this CX & Service Designer position:

• Submit your application through the provided link on the Nacar Careers portal.

• Portfolio Customization: Tailor your portfolio to prominently feature 3-5 projects that best highlight your leadership in CX strategy, Service Design methodologies, research capabilities, and measurable impact. Prioritize case studies demonstrating end-to-end ownership and complex problem-solving.

• Resume Optimization: Ensure your resume clearly articulates your 7+ years of experience in CX, UX, or Service Design, emphasizing strategic leadership, stakeholder management, and project delivery. Use keywords from the job description naturally.

• Interview Preparation: Practice presenting your portfolio case studies, focusing on storytelling, quantifying impact, and clearly defining your role. Prepare for behavioral and scenario-based questions related to CX strategy, research, and stakeholder influence.

• Company Research: Thoroughly research Nacar's work, clients, and values. Understand their mission to "humanize technology experiences" and prepare to articulate how your skills and approach align with their culture and objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.