Senior Service Designer — AI-Driven Retail Experience

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 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.