Customer Experience Designer

Nordic Investin Group Aktiebolag; Stockholms kommun; On-site; SEK 670,000 - 1,004,000; Full time

Job summary

Nordic Investin Group Aktiebolag seeks a Customer Experience Designer to connect customer emotion with operational evidence and commercial outcomes. You will analyze journeys, identify friction points, and translate insights into cross-functional improvements across sales, onboarding, service and retention.

The role emphasises designing embedded, end-to-end experiences from discovery through delivery, with accessibility and measurable outcomes guiding decisions.

Qualifications

• Experience in customer experience, service design or journey management.
• Strong research synthesis and facilitation skills.
• Ability to combine qualitative and quantitative evidence.
• Commercial understanding and stakeholder influence.
• Experience moving from insight to implemented change.
• Professional English and clear storytelling.

Responsibilities

• Analyse customer journeys using research, feedback and operational data.
• Identify priority moments and root causes of friction.
• Facilitate improvement work across commercial and service teams.
• Prototype new journey concepts and service communications.
• Define experience measures linked to business outcomes.
• Support owners through implementation and continuous improvement.

Skills

Customer experience

Service design

Research synthesis

Quantitative & qualitative evidence

Commercial understanding

Storytelling in English

Job description

On behalf of a partner company, Nordic Investin is looking for a Customer Experience Designer. You can connect customer emotion, operational evidence and commercial outcomes without reducing experience to a single score.

The partner is improving customer journeys that cross sales, onboarding, service and retention. You will identify the moments that shape trust, design better cross channel experiences and help business owners turn insight into coordinated action.

Design is embedded in product and service decisions rather than added after scope is fixed. The team expects evidence, accessibility and implementation constraints to be considered from the beginning and revisited after release.

How you will work

You will join a multidisciplinary team and move between discovery, design, delivery and learning after launch. The partner expects assumptions to be made visible, prototypes to answer real questions and design decisions to remain understandable when they reach engineering and operations.

As a senior colleague, you will own substantial outcomes and help others make stronger decisions. You are expected to recognise risk early, communicate it without drama and move work forward with practical alternatives. Seniority here means broader judgement and follow through, not distance from delivery.

What you will do

• Analyse customer journeys using research, feedback and operational data.
• Identify priority moments and root causes of friction.
• Facilitate improvement work across commercial and service teams.
• Prototype new journey concepts and service communications.
• Define experience measures linked to business outcomes.
• Support owners through implementation and continuous improvement.

What you will bring

• Experience in customer experience, service design or journey management.
• Strong research synthesis and facilitation skills.
• Ability to combine qualitative and quantitative evidence.
• Commercial understanding and stakeholder influence.
• Experience moving from insight to implemented change.
• Professional English and clear storytelling.

Experience that would add value

• Voice of customer platforms and feedback analytics.
• Subscription, financial or complex service businesses.
• Change management and process design.

A background that can succeed here

Your background may span design, customer insight, marketing, operations or consulting. The partner values someone who can move beyond presenting pain points and help the organisation agree on ownership, sequencing and evidence of improvement.

What makes the opportunity interesting

You will work on journeys that matter to customers and to commercial performance. The role offers access across functions and the mandate to turn fragmented improvement activity into a more coherent experience.

The exact partner, employment model, compensation, start date and working arrangement will be explained openly during the process. Nordic Investin will make sure you understand the context, expectations and decision path before you are asked to commit significant time.

The recruitment conversation

During the process, Nordic Investin will focus on concrete decisions you have made: the context you received, the alternatives you considered, the result you observed and what you would change today. You do not need every optional credential if your core experience transfers and you can explain how you would close the gap.