Service Designer with Customer Experience (1711)

Service Designer with Customer Experience focus
We’re not only building machines that shape the world—we’re shaping the way people experience the Volvo brand at every touchpoint.
We are now strengthening our focus on Customer Experience (CX) and Brand Journeys. If you’re passionate about designing meaningful, seamless, and brand-aligned experiences—from first interaction to long-term ownership—this is your opportunity to make a real impact.

About the Role

You will be part of the Design team, working within our Experience Design (XD) function to define, map, and elevate customer experiences across the entire journey. Your focus is to ensure that our customers’ experience with us is not only functional, but emotional, memorable, and consistent with our brand values.
In collaboration with product, service, digital, marketing, and dealer teams, you will help shape and connect the dots across digital platforms, physical environments, and human interactions—bringing the our brand to life throughout the customer journey.

Key Responsibilities
Develop and maintain a clear end-to-end customer journey framework, highlighting pain points, needs, emotions, and opportunities.
Design and visualize customer journeys and brand experiences across various touchpoints—digital services, machines, tools, and physical environments.
Facilitate workshops and journey mapping sessions with stakeholders across the organization.
Translate customer insights and voice-of-customer data into actionable improvements and experience principles.
To support CX consistency and brand alignment across markets and functions.
Contribute to CX capability-building by sharing best practices and creating awareness around customer experience thinking.
Work closely with marketing and brand teams to ensure our brand promise is delivered through every interaction—big or small.

Who You Are
You have 6+ years of experience working with customer experience, service design, journey mapping, or brand experience—ideally in a B2B or industrial setting.
You’re a systems thinker who enjoys untangling complex journeys and visualising them in clear compelling way.
You’re comfortable switching between strategy and execution—from facilitating workshops to creating journey blueprints and service artefacts.
You are mastering design thinking, Service design and CX methodologies, and know how to align brand, product, and service touchpoints.
You enjoy working collaboratively across disciplines and have strong communication skills—able to tell the story of the customer in a compelling, evidence-based way.
You’re driven by empathy, structure, and creativity—with a sharp eye for both quality and consistency.

We are on a journey—toward more sustainable, digital, and customer-focused experiences. Within our Experience Design team, you’ll work at the intersection of design, business, and brand, helping shape how people around the world perceive and engage with us.

Handlingar som skall ingå vid svar av förfrågan

• CV för konsult i word och på – engelska
• Svar på SKA- och BÖR-krav, (använd denna) Service Designer with Customer Experience (1711)

• Ange konsultens tillgänglighet samt önskat arvode.

• Referensuppdrag (när detta efterfrågas)

För frågor om uppdraget:

Johan Antonsson, 073-650 86 89 /johan@consultingcollective.se