Customer Experience Designer

📍 Job Overview

Job Title: Customer Experience Designer

Company: Nordic Investin Group (on behalf of a partner company)

Location: Stockholm, SE

Job Type: FULL_TIME

Category: Customer Experience Design / GTM Operations

Date Posted: 2026-09-16

Experience Level: Mid-Senior (5-10 years)

Remote Status: On-site

🚀 Role Summary

• Design and optimize customer journeys across sales, onboarding, service, and retention touchpoints, integrating customer emotion with operational evidence and commercial outcomes.

• Analyze customer journeys using research, feedback, and operational data to identify friction points and root causes for improvement.

• Facilitate cross-functional improvement initiatives involving commercial and service teams, ensuring a cohesive customer experience.

• Develop prototypes for new journey concepts and service communications, considering implementation constraints from the outset.

• Define and measure key experience metrics that directly correlate with business outcomes and commercial performance.

📝 Enhancement Note: While the title is "Customer Experience Designer," the responsibilities and context strongly indicate a role deeply intertwined with Go-To-Market (GTM) operations and revenue operations principles. The focus on improving journeys across sales, onboarding, service, and retention, and linking customer experience to commercial outcomes, aligns perfectly with the strategic objectives of RevOps and Sales Ops. The emphasis on data analysis, cross-functional facilitation, and driving implemented change suggests a senior role with significant operational impact.

📈 Primary Responsibilities

• Analyze complex customer journeys by synthesizing qualitative research (user interviews, feedback) and quantitative operational data (e.g., CRM data, support tickets, sales pipeline metrics).

• Identify critical moments within customer journeys that significantly impact customer trust, satisfaction, and retention, and pinpoint root causes of friction.

• Facilitate cross-functional workshops and working sessions with commercial (sales, marketing) and service (customer support, success) teams to align on customer experience improvements.

• Prototype and test new customer journey concepts, service communications, and interaction models, ensuring they are designed with engineering and operations implementation constraints in mind.

• Define, implement, and monitor key performance indicators (KPIs) and experience metrics that directly measure the impact of designed journeys on commercial outcomes (e.g., conversion rates, customer lifetime value, churn reduction).

• Support business owners and operational teams throughout the implementation phase of new journey designs and provide guidance for continuous improvement post-launch.

• Act as a senior colleague, taking ownership of substantial outcomes, providing broader judgment, and ensuring follow-through on delivery.

• Proactively identify, communicate, and mitigate risks associated with experience design and implementation, proposing practical alternatives.

📝 Enhancement Note: The description implies a senior-level role where the individual is expected to "own substantial outcomes" and "help others make stronger decisions." This suggests responsibilities beyond pure design, encompassing strategic guidance, risk management, and driving operational execution.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a background in Design, Customer Insight, Marketing, Operations, or Consulting is valued. The emphasis is on demonstrable capability, judgment, and potential, rather than specific credentials.

Experience: 5-10 years of professional experience in customer experience design, service design, journey management, or a closely related field.

Required Skills:

• Proven experience in customer experience design, service design, or comprehensive journey management.

• Strong skills in research synthesis, including the ability to combine qualitative and quantitative evidence from various sources (user research, feedback platforms, operational data).

• Excellent facilitation skills to lead cross-functional workshops and drive consensus among diverse teams (commercial, service, engineering).

• Demonstrated commercial understanding and the ability to influence stakeholders at various levels to drive decision-making.

• Track record of successfully moving from initial insights to implemented change and measurable improvements.

• Professional proficiency in English with excellent storytelling and communication skills for articulating complex ideas clearly and persuasively. Preferred Skills:

• Experience with Voice of Customer (VoC) platforms and advanced feedback analytics tools.

• Experience in subscription-based, financial services, or other complex service-oriented businesses.

• Familiarity with change management methodologies and process design principles.

📝 Enhancement Note: The "Experience that would add value" section directly translates to preferred skills. The "A background that can succeed here" section provides further context on desirable cross-functional experience, emphasizing practical application over formal education.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 comprehensive case studies demonstrating the end-to-end customer journey improvement process.

• Each case study should clearly articulate the initial problem statement, the research and analysis methods used, the proposed design solutions, and the implemented changes.

• Quantify the impact of your work with specific metrics and outcomes, detailing how customer experience improvements translated into commercial results (e.g., increased conversion, reduced churn, improved NPS).

• Include examples of how you considered and integrated operational evidence and implementation constraints into your design process.

• Demonstrate experience in prototyping and testing new journey concepts or service communications. Process Documentation:

• Provide examples of how you have documented customer journeys, including current state analysis, identified pain points, and proposed future state designs.

• Illustrate your approach to facilitating cross-functional process improvement initiatives, including methodologies for stakeholder alignment and action planning.

• Showcase experience in defining and tracking key experience metrics that tie directly to business objectives and operational performance.

📝 Enhancement Note: The "recruitment conversation" section strongly implies a portfolio review, focusing on "concrete decisions you have made: the context you received, the alternatives you considered, the result you observed and what you would change today." This necessitates a portfolio that highlights strategic thinking, problem-solving, and measurable impact.

💵 Compensation & Benefits

Salary Range: Based on the location (Stockholm, SE), the specified experience level (5-10 years), and the nature of the role (Customer Experience Designer with strong GTM/Ops integration), a competitive salary range for this position in Stockholm would typically fall between SEK 50,000 - SEK 75,000 per month (approximately EUR 4,500 - EUR 6,700 per month, or USD 55,000 - USD 80,000 annually, depending on exchange rates).

Benefits:

• Access to a multidisciplinary team and a collaborative work environment.

• Opportunity to work on impactful projects that directly influence customer journeys and commercial performance.

• Mandate to drive coherent experience improvements across various business functions.

• Potential for professional development and growth within a dynamic GTM and operations context.

• Specific employment model, compensation details, and start date will be clearly explained during the recruitment process.

• The exact partner company, employment model, compensation, start date, and working arrangement will be discussed openly.

Working Hours: Approximately 40 hours per week, with the expectation of flexibility to meet project demands, typical for a full-time professional role in Sweden.

📝 Enhancement Note: The job description explicitly states, "The exact partner, employment model, compensation, start date and working arrangement will be explained openly during the process." The salary range provided is an estimation based on market data for similar roles in Stockholm, Sweden, considering the experience level and the responsibilities outlined. The benefits are inferred from the role's context and typical offerings for professional positions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Investment (implied by "Nordic Investin Group" and partner company context). This industry often demands a high degree of trust, precision, and customer-centricity, making customer experience design crucial for commercial success and retention.

Company Size: Not explicitly stated for the partner company, but Nordic Investin Group appears to be a recruitment or consulting firm. The role is described as joining a "multidisciplinary team" within the partner company, suggesting a moderate to large team size with diverse specializations.

Founded: Nordic Investin Group's founding date is not provided, but the focus is on the partner company's current operational needs.

Team Structure:

• The role is within a "multidisciplinary team," likely comprising individuals with expertise in design, product, engineering, operations, and commercial functions.

• The reporting structure is not detailed but implies a collaborative environment where influence and decision-making are shared, with senior colleagues expected to "own substantial outcomes."

• Cross-functional collaboration is a core expectation, with the designer facilitating improvements across commercial (sales, marketing) and service (customer support, success) teams. Methodology:

• Emphasis on data-driven decision-making, combining qualitative research, customer feedback, and operational evidence.

• Iterative design process: discovery, design, delivery, and learning after launch, with continuous improvement as a key principle.

• Visibility of assumptions, practical prototyping to answer real questions, and clear communication of design decisions to engineering and operations.

• Proactive risk identification and management integrated into the design and implementation process.

Company Website: https://jobs.nordicinvestin.se

📝 Enhancement Note: The provided information is limited to Nordic Investin Group's role as a recruiter. The description of the partner company's culture, team structure, and methodology is derived from the job description's narrative about how the role operates and what is expected.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a senior individual contributor, likely falling into the "Mid-Senior" or "Senior" career bracket (5-10 years of experience). The responsibilities involve owning significant outcomes, influencing decisions, managing risk, and guiding implementation, which are hallmarks of a senior operational or design role.

Reporting Structure: The candidate will join a multidisciplinary team and will likely report to a lead within that team (e.g., Head of Experience, Product Lead, or Operations Lead), with significant autonomy in their day-to-day work and project execution.

Operations Impact: The role has a direct impact on revenue and business decisions by improving customer journeys that span sales, onboarding, service, and retention. By connecting customer emotion to operational evidence and commercial outcomes, the designer influences customer acquisition, lifetime value, and overall business performance.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of customer journey design, service design, or experience measurement within complex service industries.

• Leadership: Transition into team leadership roles, managing a portfolio of experience initiatives or mentoring junior designers and operations professionals.

• Strategic Influence: Grow to influence broader GTM and product strategy by consistently demonstrating the commercial value of customer-centric design and operational excellence.

• Cross-functional Mastery: Develop a deeper understanding of sales, marketing, product, and operations functions, enabling more holistic GTM strategy contributions.

📝 Enhancement Note: The "senior colleague" aspect and expectation of "broader judgement and follow through" point towards a role with significant growth potential beyond individual contribution, possibly into leadership or strategic advisory positions within operations or GTM.

🌐 Work Environment

Office Type: The role is specified as "On-site," implying a traditional office environment within the partner company's Stockholm location. This suggests a physical workspace designed for collaboration.

Office Location(s): Stockholm, Sweden (Postal Code: 103 16).

Workspace Context:

• Expect a collaborative workspace designed to facilitate interaction within the multidisciplinary team.

• Access to tools and technology necessary for research, prototyping, data analysis, and communication will be provided by the partner company.

• Opportunities for direct interaction with colleagues from product, engineering, commercial, and service departments are inherent to the role's collaborative nature.

Work Schedule: Standard full-time working hours (approximately 40 hours per week) are expected, with the understanding that project-driven work may require flexibility. The on-site nature suggests a structured workday within the office premises.

📝 Enhancement Note: The "On-site" work arrangement is explicitly derived from the ai_work_arrangement field. The details about the workspace are inferred from the expectation of collaboration within a multidisciplinary team in an office setting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV/LinkedIn and a short note describing a relevant improvement project. Nordic Investin will assess for relevant capability, judgment, and potential.

• In-depth Discussion (Nordic Investin): Focus on concrete decisions made, context, alternatives considered, observed results, and lessons learned. Expect questions that probe your understanding of operations, commercial impact, and process improvement.

• Partner Company Interviews: Likely to involve multiple stages with different stakeholders (e.g., team lead, cross-functional peers, hiring manager). These will assess your design skills, facilitation abilities, strategic thinking, and cultural fit.

• Case Study/Portfolio Review: A significant part of the process will involve presenting and discussing your portfolio, demonstrating your ability to analyze journeys, design solutions, and drive measurable outcomes.

Portfolio Review Tips:

• Structure: Organize your portfolio around 2-3 key projects, clearly outlining the problem, your approach, your role, the solution, and the quantifiable results.

• Narrative: Tell a compelling story for each project. Emphasize the "why" behind your decisions and the "how" you navigated challenges.

• Metrics & Impact: Clearly articulate the commercial outcomes and business impact of your work. Use data to demonstrate success and ROI.

• Process Focus: Highlight your understanding of operational evidence, implementation constraints, and how you integrated these into your design process. Show how you facilitate cross-functional alignment.

• Adaptability: Be prepared to discuss what you would do differently today, demonstrating a reflective and learning-oriented mindset.

Challenge Preparation:

• Be ready to discuss how you would approach common customer journey challenges within financial services or subscription businesses.

• Prepare examples of how you have synthesized disparate data sources (qualitative feedback, operational metrics) to identify root causes.

• Practice articulating complex customer experience strategies and their connection to business objectives in a clear, concise, and persuasive manner.

📝 Enhancement Note: The "recruitment conversation" and "how to apply" sections provide substantial guidance on the interview and portfolio review process, emphasizing practical experience and demonstrable impact over formal qualifications.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Tools like Figma, Sketch, Adobe XD, Miro, or similar for wireframing, prototyping, and collaborative ideation.

• Research & Synthesis: Tools for survey creation (e.g., SurveyMonkey, Typeform), user interview platforms, and qualitative analysis software.

• Data Analysis & Visualization: Proficiency with tools like Excel, Google Sheets, SQL (for data extraction), and potentially BI tools such as Tableau, Power BI, or Looker for analyzing operational data and presenting insights.

• Collaboration & Project Management: Platforms like Jira, Asana, Trello, Slack, or Microsoft Teams for managing workflows and team communication.

Analytics & Reporting:

• Experience with Voice of Customer (VoC) platforms (e.g., Medallia, Qualtrics, Gainsight) for feedback analytics.

• Familiarity with CRM systems (e.g., Salesforce, HubSpot) for understanding customer journey touchpoints within sales and service.

• Experience in defining and tracking KPIs related to customer satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), conversion rates, and churn. CRM & Automation:

• While not a direct CRM administrator role, understanding how CRM data informs customer journey analysis is critical.

• Familiarity with how automation tools can support or hinder customer journeys, and how to design within these constraints.

📝 Enhancement Note: The required skills and responsibilities heavily imply the need for proficiency in a range of design, research, data analysis, and collaboration tools. Specific tools are inferred based on industry standards for customer experience and GTM operations roles.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep understanding and prioritization of the customer's needs and emotions in all design and operational decisions.

• Data-Driven: Reliance on both qualitative and quantitative evidence to inform insights, decisions, and measure impact.

• Collaboration: A strong belief in working together across functions to achieve shared goals and create seamless experiences.

• Pragmatism & Implementation Focus: Designing solutions that are not only innovative but also practical, considering engineering and operational realities for successful implementation.

• Continuous Improvement: A commitment to learning, iterating, and refining processes and experiences post-launch.

• Clarity & Transparency: Making assumptions visible, communicating decisions clearly, and managing risks without drama.

Collaboration Style:

• Facilitative Leadership: Guiding and enabling cross-functional teams to identify problems and co-create solutions.

• Evidence-Based Persuasion: Using research and data to build consensus and influence stakeholders.

• Integrative Approach: Bridging the gap between customer insights, commercial goals, and operational capabilities.

• Open Communication: Encouraging feedback, sharing knowledge, and maintaining transparency throughout the design and implementation lifecycle.

📝 Enhancement Note: These values and collaboration styles are inferred from the description of how the role is expected to function within the partner company and its multidisciplinary team.

⚡ Challenges & Growth Opportunities

Challenges:

• Bridging Silos: Effectively uniting diverse commercial and service teams with potentially conflicting priorities to achieve a unified customer experience.

• Translating Insight to Action: Ensuring that customer journey insights are translated into concrete, implementable changes that stick, rather than remaining theoretical.

• Measuring Impact: Accurately attributing commercial outcomes to specific experience design initiatives in complex organizations.

• Navigating Ambiguity: Working within a partner company where the exact context, employment model, and internal structures may be revealed gradually.

• Balancing Design with Constraints: Designing compelling experiences while rigorously adhering to engineering, operational, and business constraints.

Learning & Development Opportunities:

• Deepening Industry Expertise: Gaining specialized knowledge in the financial services or subscription business sector.

• Advanced Analytics: Developing more sophisticated skills in analyzing large datasets and predictive modeling for customer behavior.

• Change Management Leadership: Growing capabilities in leading organizational change initiatives related to customer experience transformation.

• Product Strategy Integration: Contributing to higher-level product and GTM strategy by leveraging deep customer understanding.

• Mentorship: Learning from senior colleagues and potentially mentoring junior team members in design and operations best practices.

📝 Enhancement Note: Challenges are derived from the inherent complexities of the role and the industry context, while growth opportunities are extrapolated from the senior nature of the position and the described environment.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you analyzed a complex customer journey. What data did you use, what were your key findings, and what was the outcome of your interventions?" (Focus on research synthesis, data combination, and impact).

• "How do you approach facilitating a workshop with stakeholders from sales, marketing, and customer support who have different priorities? Provide an example." (Focus on facilitation, stakeholder management, and cross-functional alignment).

• "Imagine you've identified a significant friction point in a customer journey. How would you propose and gain buy-in for a solution, considering engineering and operational constraints?" (Focus on problem-solving, pragmatic design, and stakeholder influence). Company & Culture Questions:

• "Based on what you know, how do you think customer experience design contributes to commercial success in a company like [Partner Company's Industry]?" (Assess understanding of industry context and commercial acumen).

• "How do you ensure your design decisions are understood and actionable by engineering and operations teams?" (Assess communication and collaboration skills).

• "Describe a situation where you had to manage a significant risk in a project. How did you identify it, communicate it, and mitigate it?" (Assess risk management and communication style). Portfolio Presentation Strategy:

• The "STAR" Method for Case Studies: For each project, clearly articulate the Situation, Task, Action, and Result. Focus on your specific actions and the measurable results you achieved.

• Visual Storytelling: Use visuals (flowcharts, mockups, data charts) to illustrate your process and findings. Don't just show the final design; show the journey to get there.

• Quantify Everything: For every outcome, provide specific numbers, percentages, or metrics that demonstrate the business impact. Explain how these metrics connect to commercial performance.

• Focus on Process & Pragmatism: Highlight your understanding of operational evidence, implementation constraints, and how you involved relevant teams throughout the process. Show your ability to adapt and iterate.

📝 Enhancement Note: These questions and strategies are crafted to align with the specific requirements and interview process described in the job posting, focusing on practical application, collaboration, and measurable impact.

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📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on jobs.nordicinvestin.se, including your CV or LinkedIn profile.

• Prepare a short note detailing the most relevant organization, service, project, or financial process you have helped improve, highlighting your contribution to efficiency or customer experience.

• Curate your portfolio to showcase 2-3 strong case studies that demonstrate your end-to-end journey improvement process, focusing on research, design, implementation, and quantifiable commercial outcomes.

• Practice articulating your experience using the STAR method, emphasizing concrete decisions, context, alternatives considered, observed results, and lessons learned, as Nordic Investin will focus on these aspects.

• Research the financial services or subscription business industry to better understand common customer journey challenges and how customer experience design drives commercial performance in such contexts.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.