ssignment description

About the Role

We are seeking a Principal Service Designer to support a key transformation initiative aimed at strengthening the aftermarket business through scalable maintenance and repair contracts.

In this position, you will lead the development of service contract offerings by identifying where they create the most value across the dealer and OEM ecosystem. You will conduct structured research to uncover customer needs, adoption barriers, and market opportunities—turning insights into actionable roadmaps tailored to the business model.

Collaboration is central in this role. You will work closely with business leaders, product managers, and sales teams, while also connecting with other business areas to leverage group-wide learnings. Your work will ensure that service design methods deliver both immediate business outcomes and long-term impact.

Key Responsibilities

• Facilitate the definition of business goals and translate them into service strategies.
• Align business objectives with customer experiences across products and services.
• Apply design thinking and evidence-based insights to complex business challenges.
• Translate design solutions into measurable business value.
• Identify delivery gaps, minimize redundancies, and enable seamless customer journeys.
• Define personas, archetypes, and user story maps to guide prioritization.
• Visualize and plan new service experiences and user interactions.
• Engage directly with frontline staff and key stakeholders to understand customer needs.
• Provide actionable insights to align the organization for successful delivery.
• Apply human-centered design methodologies to create viable and desirable services.
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Qualifications

• 8+ years of experience in Service Design, UX Strategy, or Business Design within large, complex organizations.
• Strong expertise in service design methodologies such as customer journey mapping, service blueprints, and impact mapping.
• Proven ability to balance strategic leadership with hands-on delivery.
• Experience in dealer/OEM or B2B ecosystems (Volvo Group experience is a plus).
• Excellent facilitation, stakeholder management, and collaboration skills across cultures and organizational levels.
• Ability to translate customer insights into business impact and influence decision-making.
• Familiarity with product-centric operating models and enterprise digital transformation.
• Exceptional communication and presentation skills in English.