Lead Service Designer

Volumental; Stockholms kommun; On-site; SEK 950,000 - 1,150,000; Full time

Benefits offered by this job

Personal learning budget

Coaching access

15+ nationalities in our English-only-

Occupational pension at ITP1 level

Flexible Public Holidays Policy

Options Program

Parental pay top-up

Wellness allowance

Dog-friendly office

Flexible work policy (≥3 days/week in/

Job summary

Volumental in Stockholm is seeking a hands-on lead service designer to shape the end-to-end fitting moment across stores, online surfaces, and headquarters. You will work with design managers, UX researchers, product managers, and commercial teams, spending time on retail floors, in online interfaces, and with customers' operations teams.

This role requires 4+ years in service design, a portfolio of blueprints spanning operations, systems, data, and policies, and comfort using AI tools.

Qualifications

• 4+ years of experience in service design across physical and digital services.
• Retail or frontline operational experience is preferred.
• Portfolio includes service blueprints for operations, systems, data and policies.
• Concrete decisions, pilots or shipped changes from your maps.
• Ability to map behind the screen as well as in front of it.
• Working fluency with AI tools and agents.
• Experience collaborating across product teams, customer organisations, and store staff without direct authority.

Responsibilities

• Observe real-world fittings in high-touch stores, self-directed formats, on-location events, and e-commerce.
• Build and maintain the fitting moment service model across shopper, frontline staff, store ops, and partners.
• Identify segments and configure them with clear guidance for the organization.
• Translate recurring needs into platform capabilities and ownership with evidence and tests.
• Design and prototype future-state service concepts.
• Partner with product, research, and data on measurement of triggers, engagements, and outcomes.
• Bring field evidence into the product cadence to guide build decisions.
• Travel for field observation and customer sessions (at least 4 times a year).

Skills

Service design

Retail experience

Cross-functional

AI tools

Stakeholder management

Blueprints

Job description

Volumental is a FitTech™ company used by footwear brands and retailers, matching people with shoes that truly fit through 3D scanning and machine learning.

Our vision is "a world without sizes, where every body fits." We work with brands like New Balance, Red Wing, Fleet Feet, and Vivobarefoot across 3,000+ stores in 60 countries, with 60M+ foot scans collected, one of the world's largest datasets of its kind.

We've always been an AI company at our core. Today, that extends beyond the product into how we build, using AI and field discovery to move faster from insight to working solutions.

Where you fit in:

A shopper's path to a confident fit decision is a whole service, not just a scan: it starts before they reach any of our products, runs through store staff, queues, try-ons, and follow-ups - or through size charts, reviews, and returns online - and ends in the real world. Whether the shopper walks out with the right fit is shaped long before they arrive: by the size runs, systems, and policies set at headquarters, by how a store manager staffs and trains the floor, and by what the clerk can see and recommend in the moment. We call that end-to-end series the fitting moment, and it is 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 15+ nationalities in our English-speaking office

• Occupational pension at ITP1 level

• Flexible Public Holidays Policy

• Options Program

• Parental pay top-up

• Wellness allowance

• Dog-friendly office

• 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!

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.