SE_Service Designer_Senior Expert
Description: We are looking for a Service Designer Senior Expert to Digital Services domain (e.g. VGCS).
Customer Experience Department at Digital Services within Volvo Group Digital Technology & Operations (DTO) is responsible for ensuring a premium customer and end user experience for the digital services we enable for the Volvo group Brands. We support service development from idea to development and operation. Together with our partners and customers we create value through fantastic customer experience and business enhancing services and products.
We are now looking for a Service Designer Senior Expert to join our Service design and Customer Insights team and to take part in our exiting journey ahead to ensure a great customer and end user experience of the services we deliver at Digital Services. We are a collaborative team of 15 highly skilled Service designers, User Researchers, Web analytics, and User Adoption specialists. We play a key role in all our customer facing development & new initiatives, providing design competence in new service development and in the product and solution teams where we work in close collaboration with designers, leaders, brand managers, service & product owners, and developers.
The role:
As a Service Designer Senior Expert, you will play a key role in shaping and strengthening the service offering across Volvo Group’s diverse business areas. You will turn deep customer insights into intuitive, valuable, and consistent service experiences, ensuring that every touchpoint across our channels and digital products delivers a premium customer and user experience. With Volvo Group’s strategic ambition toward servitization, you will act as a catalyst between user needs, business goals and organizational capabilities, driving coherence and long-term value creation.
You will take ownership of how we create, visualize, and manage customer journeys across the lifecycle of our services. This includes aligning different teams around a shared view of the end-to-end experience, identifying gaps and opportunities, and ensuring that improvements are implemented in a way that secures consistency across brands, markets, and digital channels.
Working with a lean and iterative approach to service design, you will collaborate in cross-functional teams to enhance existing services and develop new ones. You will lead the full design process — from framing value-driven objectives and gathering insights, to prototyping, facilitating workshops, and validating concepts early and often. By translating complexity into clear service blueprints and holistic service overviews, you help teams make confident decisions rooted in customer and business value.
As a senior member of the design organization, you will also contribute to strengthening our overall design culture. You will coach and mentor junior Service and UX designers, share best practices and success stories, and foster continuous learning and new ways of working across Digital Services. As a Service Design Senior Expert, we also expect you to have a strong business acumen and help drive business development of new initiatives, help plan and lead projects, and facilitate change management.
Your profile:
You are a curious, passionate, and driven designer that has a strong background working with digital services in different B2C and B2B contexts, with at least twelve (12) years of service design experience. You know the design process, are a systems thinker and have a solid and broad service design toolbox and know how and when to adapt them to different projects and contexts. You are also not afraid to experiment with and test novel approaches to learn and adapt.
It is a big tick in our book if you have previously worked with systems thinking, business design, business, and design strategy. You love to work in a cross-functional, agile, & goal-driven setting, where you present, promote and lead key activities. You are a strong communicator and storyteller who is comfortable in stakeholder management and presenting to senior management. It is also meriting if you have knowledge of how to navigate large and complex organizations.
You will be part of a team that creates impressive results through awesome people, strong relationships, and a high-performance culture. We want to set a new standard for customer and user experience, speed to market, and customer value in our industry. We will do this through modern leadership, people in focus, and a true passion to really make a difference. We who work in this team have a lot of fun, are great collaborators, and we all consider ourselves leaders of our work and owners of our results.
Job Posting Start Date: 2026-04-27
Job Posting End Date: 2027-04-30