Lead Service Designer

the opportunity landscape our platform is built on. What we don't yet have is the observed model of how it actually runs in store and online - the people, processes, systems, data, partners, and policies behind what the shopper sees. You will build that model with product managers, designers, researchers, and store staff, creating a shared picture that can be used to choose which repeated needs become platform capabilities. This is a hands-on lead service designer role. You will belong to our design and research function (the design hub). Your key stakeholders will be the design manager, UX researcher, product managers, and commercial teams. You will spend time on retail floors, in our online surfaces, and with customers' operations teams, using field evidence to change what we prioritize and build. We run AI agents across the product organization to support our work by structuring field evidence, drafting and maintaining documentation, and assisting research. In addition to leveraging these agents, you may also help shape how our agents support research, for example how field evidence is structured so it can be compared across contexts. You will build the service model so both people and agents can work from it. **What you'll do:** - Observe real-world fittings in contrasting contexts - high-touch specialty stores, self-directed formats, on-location events, and e-commerce - Build and maintain our fitting moment service model: current-state blueprints spanning shopper, frontline staff, store operations, customer headquarters, our products and partners, and the systems and data underneath - Work out which segments run differently and which are the same, fitting with a different configuration, and give the organization a clear set of segments to work from - Identify needs that repeat across segments and translate them into candidate platform capabilities and product opportunities - each tied to an owner, evidence level, and next test - Design and prototype future-state service concepts - Partner with product managers, research, and data/analytics on how triggers, engagements, and outcomes get measured - Bring field evidence into the product cadence so product teams can choose what to build - Work directly with customers, from store staff to executives - Leverage AI agents to compress synthesis, blueprint drafting and research, redirecting the time saved into field observation, and keeping the shared service model in a form agents can query - Travel for field observation and customer sessions (at least 4 times a year) **We are excited about you because:** - You have 4+ years of experience in service design spanning physical and digital services, ideally in retail or another frontline operational environment - You are familiar with B2B2C or platform contexts - Your portfolio includes service blueprints for operations, systems, data, policy, and responsibilities, as well as field research - You have concrete decisions, pilots or shipped changes that came from your maps - You are comfortable mapping what happens behind the screen as well as in front of it - You have working fluency with AI tools and agents - You have demonstrated experience working across product teams, customer organizations, and store staff without direct authority **Bonus - Don’t let these stop you from applying, but please let us know if you have experience with:** - Experience in retail technology or complex physical-plus-digital operating environments - Experience in a product organization where teams run their discovery and delivery inside a shared direction - Familiarity with instrumentation and measurement design for offline or hybrid journeys **What we can offer you:** - Personal learning budget and access to coaching - Opportunity to work with a great team of 20+ nationalities in our English-speaking office - Occupational pension at ITP1 level - Flexible Public Holidays Policy - Options Program - Parental pay top-up - Wellness allowance - Flexible work policy (at least 3 days a week from our Stockholm office) This is a full-time position based at our Stockholm headquarters, reporting to our VP Product. We welcome applicants from all backgrounds! If this role excites you but you don’t meet every qualification, we encourage you to apply - we’d love to hear from you. Please include a link to your portfolio as part of your application. We encourage candidates from a diversity of backgrounds to apply! **How we hire** We use generative AI to assist the people running our recruitment process, for example in preparing interviews. People are in the loop at every stage, and every decision about your application is made by a human. Department[Product & Technology](https://jobs.volumental.com/departments/product-technology)Location[Stockholm](https://jobs.volumental.com/locations/stockholm)Remote status Hybrid Söder Mälarstrand 45 118 25 Stockholm Sweden [Directions](https://www.google.com/maps?q=59.3208819,18.0504617) [people@volumental.com](mailto:people@volumental.com) [View page](https://jobs.volumental.com/locations/stockholm) [+](https://jobs.volumental.com/jobs/8351873-lead-service-designer# "Zoom in") [−](https://jobs.volumental.com/jobs/8351873-lead-service-designer# "Zoom out") [Protomaps](https://protomaps.com/) © [OpenStreetMap](https://openstreetmap.org/copyright) - ### Modern and international work environment 🌍 - ### Monthly budget for team activities 🎭 - ### Flexible Public Holidays Policy 📆 - ### Personal Learning Budget and access to Coaching - ### Work Away From Office Policy 🏡 - ### Flexible work hours 🕒 - ### Occupational pension at ITP1 level 💎 - ### Options Program 📈 - ### Parental pay top-up 🐣 - ### Wellness allowance 🚴‍♂️ - ### Sponsorship of Residence and Work Permit in Sweden 🌟 We think there are a whole bunch of reasons why you'll want to work at Volumental. A popular one? Our office dogs team is growing and it is always up for cuddles. Another one is all the smart people – your future cowo