Lead Service & UX Designer

📍 Job Overview

Job Title: Lead Service & UX Designer

Company: Vattenfall

Location: Solna, Sweden (Hybrid)

Job Type: Full-time

Category: Design / User Experience Operations

Date Posted: 2026-02-27

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

Remote Status: Hybrid

🚀 Role Summary

• Spearhead the digital customer experience strategy for Vattenfall's B2B interfaces, ensuring a cohesive and engaging journey from initial contact to post-login applications.

• Drive the unified visual expression and tonality across Vattenfall's digital product suite, acting as a central point of contact for design consistency.

• Serve as a dedicated UX Designer for a specific customer platform development team, focusing on the user experience within logged-in environments.

• Lead research initiatives, translating qualitative and quantitative insights into actionable design concepts and user flows.

• Facilitate collaboration between product owners, development teams, and business stakeholders to deliver user-centric digital solutions.

📝 Enhancement Note: This role is positioned as a Lead Service & UX Designer, indicating a need for both strategic oversight and hands-on design execution. The emphasis on B2B interfaces, customer journey mapping, and a unified digital presence suggests a critical function within Vattenfall's Go-To-Market (GTM) and customer engagement strategy. The hybrid work model implies a balance between in-office collaboration and remote flexibility, common in modern design and operations roles.

📈 Primary Responsibilities

• Develop and implement comprehensive service design strategies to enhance the end-to-end digital customer journey for B2B clients.

• Conduct in-depth user research, including qualitative studies (interviews) and quantitative measurements (surveys, analytics), to gather actionable customer insights.

• Analyze data from various sources, such as annual customer satisfaction surveys, to identify key areas for improvement in the digital experience.

• Translate user insights and business requirements into clear, compelling visualizations, user flows, wireframes, and interactive prototypes.

• Create and iterate on design concepts, ensuring a seamless and intuitive user experience across all digital touchpoints.

• Produce high-fidelity design deliverables in Figma, ready for development, and collaborate closely with product owners and development teams throughout the agile process.

• Facilitate workshops and design thinking sessions to foster innovation and align stakeholders on design direction.

• Maintain and evolve a unified design system and visual language for all B2B digital interfaces, ensuring brand consistency and modern aesthetics.

• Regularly engage with customers to test hypotheses, validate design solutions, and gather feedback for continuous improvement.

• Ensure a consistent visual expression and tone of voice across all applications and touchpoints, presenting a unified Vattenfall digital presence.

📝 Enhancement Note: The responsibilities highlight a blend of strategic service design and tactical UX design. The emphasis on research, analysis, prototyping, and collaboration with agile teams is standard for senior UX roles. The requirement to own the "holistic view" across B2B interfaces, including both pre- and post-login experiences, elevates this beyond a typical UX designer role into a more strategic service design leadership position.

🎓 Skills & Qualifications

Education: While no specific educational degree is listed, a strong portfolio and extensive experience in UX/Service Design are implied. Relevant degrees in Design, Human-Computer Interaction, Psychology, or related fields are often preferred.

Experience: Several years of experience in UX Design and/or Service Design, with a proven track record of owning the holistic digital customer experience. Experience working in agile development environments is essential.

Required Skills:

• Expertise in User Experience (UX) Design principles and methodologies.

• Proficient in Service Design, with the ability to map and optimize customer journeys.

• Strong understanding of B2B digital interfaces and customer communication strategies.

• Demonstrated ability to maintain and evolve a cohesive visual expression and tonality across digital products.

• Proficiency in concept development, user flow design, and prototyping.

• Advanced skills in modern design tools, specifically Figma.

• Experience conducting qualitative research (e.g., user interviews) and quantitative analysis (e.g., survey data interpretation).

• Ability to translate complex insights into clear, actionable design deliverables and visualizations.

• Proven experience working within agile development frameworks and collaborating with product owners and engineering teams.

• Strategic thinking combined with a hands-on approach to design execution.

• Excellent communication and presentation skills, capable of engaging with diverse stakeholders from leadership to development teams.

Preferred Skills:

• Experience in the energy sector or with utility companies.

• Familiarity with design systems and their implementation.

• Experience with user testing and validation methodologies.

• Knowledge of front-end development principles to facilitate better collaboration with engineering.

• Facilitation skills for workshops and design sprints.

📝 Enhancement Note: The requirements emphasize a hybrid skillset, combining strategic service design leadership with hands-on UX execution. The explicit mention of Figma and agile environments, along with the need for strong communication and stakeholder management, are key indicators of the role's operational demands. The preference for experience in the energy sector suggests a need for domain understanding.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing end-to-end design projects, demonstrating a strong understanding of the customer journey and B2B UX.

• Case studies that clearly articulate design challenges, research methodologies, design solutions, and measurable outcomes.

• Examples of how you have translated user insights into tangible design concepts, wireframes, prototypes, and final design deliverables.

• Demonstrations of your ability to maintain design consistency and a unified visual expression across multiple digital touchpoints and applications.

Process Documentation:

• Showcase examples of research documentation, including interview summaries, survey analysis, and user persona development.

• Present user flow diagrams and journey maps that illustrate complex B2B interactions.

• Include examples of wireframes, prototypes (ideally interactive), and high-fidelity mockups created in Figma.

• Demonstrate how you have facilitated design processes, such as workshops or design sprints, and the resulting documentation.

• Evidence of how you have collaborated with development teams, including handover processes and iteration based on technical feedback.

📝 Enhancement Note: For a Lead Service & UX Designer role, the portfolio is paramount. It needs to go beyond showcasing individual screens and demonstrate a strategic approach to problem-solving, user-centric design thinking, and the ability to drive consistency and impact across a digital ecosystem. The emphasis on B2B and the energy sector context should be evident in project selection and case study narratives.

💵 Compensation & Benefits

Salary Range: Based on a Lead UX/Service Designer role with 5-10 years of experience in Stockholm, Sweden, a competitive salary range would typically fall between SEK 55,000 - 75,000 per month. This estimate considers the cost of living in Stockholm, the demand for specialized design talent, and Vattenfall's position as a large, established company.

Benefits:

• Work-life balance focus.

• Flexibility in working arrangements.

• Possibility to work from home when needed.

• Working time reduction (e.g., reduced hours, compressed work week).

• Favorable occupational pension agreements.

• Parental leave supplement.

• Other employee benefits as detailed on the company careers page.

Working Hours: Full-time (Heltid), typically around 40 hours per week, with flexibility and potential for working time reduction.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for senior design roles in major Swedish cities, considering the specified experience level. The listed benefits are directly extracted from the job description and highlight Vattenfall's commitment to employee well-being and work-life integration, which are attractive to operations and design professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Energy (Utilities). Vattenfall is a major European energy company, involved in electricity and heat production and sales. This context implies a stable, established industry with a growing focus on sustainability, digital transformation, and customer-centricity.

Company Size: Large (Vattenfall has approximately 21,000 employees). This suggests a structured organization with established processes, but also opportunities for impact within specialized teams.

Founded: Over 100 years ago. This history indicates a long-standing presence and deep expertise in the energy sector.

Team Structure:

• The role involves being part of a development team working on a customer platform.

• Close collaboration with Product Owners, development teams, and business roles is expected.

• The Lead Service & UX Designer will have a central role in shaping digital customer communication and experience across B2B interfaces.

Methodology:

• Agile development methodologies are explicitly mentioned.

• Emphasis on research, insight analysis, concept development, and prototyping.

• A structured approach to design, moving from early insights to concrete components.

• Data-driven decision-making, utilizing customer satisfaction surveys and other measurements.

• Focus on creating a unified and cohesive digital experience across all touchpoints.

Company Website: https://group.vattenfall.com/

📝 Enhancement Note: Vattenfall's long history and large size suggest a company undergoing digital transformation. The role of Lead Service & UX Designer is crucial in this process, bridging the gap between traditional energy services and modern digital customer expectations. The emphasis on agility and customer-centricity points to a forward-thinking approach within the organization.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a "Lead" position, indicating a senior level of experience and responsibility. It requires not only strong design execution skills but also the ability to strategize, own the holistic customer experience, and influence across teams. This is a critical role in driving Vattenfall's digital customer engagement strategy.

Reporting Structure: While not explicitly stated, a Lead UX Designer typically reports to a Head of Design, Design Manager, or a Product Lead. The role involves close collaboration with Product Owners and development teams, suggesting a matrixed reporting or strong project-based working relationship.

Operations Impact: The Lead Service & UX Designer will directly impact Vattenfall's customer acquisition, retention, and satisfaction rates by improving the digital experience of B2B clients. A seamless, intuitive, and engaging digital interface can lead to increased conversion rates, reduced customer support load, and enhanced brand loyalty, all of which are key operational and revenue drivers.

Growth Opportunities:

• Specialization: Deepen expertise in Service Design within the energy sector, becoming a go-to expert for customer experience strategy.

• Leadership: Progress into a Design Manager or Head of UX/Service Design role, leading larger teams and defining broader design strategies.

• Cross-functional Mobility: Transition into product management, digital strategy, or customer experience roles, leveraging a deep understanding of user needs and digital product development.

• Skill Development: Opportunities to lead major design initiatives, mentor junior designers, and contribute to the evolution of Vattenfall's digital product portfolio.

📝 Enhancement Note: The "Lead" title signifies a pathway to greater strategic influence and potential leadership within Vattenfall's design and digital product functions. The role's impact on customer experience directly links to operational efficiency and revenue generation, making it a high-visibility position for career advancement.

🌐 Work Environment

Office Type: Hybrid work model. This suggests a blend of remote work and in-office presence. The specific balance (e.g., number of office days per week) is not detailed but implies flexibility.

Office Location(s): Stockholm (Solna) is the primary location, with Umeå also mentioned. This indicates a distributed team structure, common for larger organizations, offering flexibility for candidates.

Workspace Context:

• Collaborative environment, fostered by hybrid work and close collaboration with development teams.

• Access to modern design tools, notably Figma, and potentially a design system.

• Opportunities to engage directly with customers for research and validation.

• A dynamic work setting within an established energy company undergoing digital transformation.

Work Schedule: Full-time, with stated flexibility and potential for working time reduction. This allows for better work-life integration, crucial for sustained productivity in demanding roles like design and operations.

📝 Enhancement Note: The hybrid model and multiple location options are attractive to modern professionals. The emphasis on collaboration and customer engagement within a large company context suggests a professional, structured, yet evolving work environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely involves reviewing CV and portfolio to assess experience and fit. The job description states no cover letter is required, so the CV and portfolio are key.

• Portfolio Review & Presentation: Candidates will likely be asked to present their portfolio, focusing on specific projects that demonstrate their skills in service design, UX design, B2B interfaces, and their ability to drive cohesive customer experiences.

• Skills-Based Interviews: Expect questions related to UX methodologies, research techniques, Figma proficiency, agile practices, and problem-solving scenarios.

• Behavioral & Situational Interviews: Questions assessing leadership potential, collaboration style, handling ambiguity, and communication skills with diverse stakeholders.

• Meet the Team/Manager: Interviews with the hiring manager (Mats Linder) and possibly other team members to assess cultural fit and team dynamics.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 strong case studies that best showcase your experience with B2B customer journeys, unified digital experiences, and your ability to work end-to-end.

• Tell a Story: For each case study, clearly articulate the challenge, your role, the process you followed (research, ideation, design, testing), the solutions you implemented, and the impact/results achieved. Quantify impact where possible (e.g., improved conversion rates, increased satisfaction scores).

• Highlight Figma Expertise: Be prepared to walk through your Figma files, showcasing your organization, component usage, and design system thinking.

• Emphasize Service Design: Clearly differentiate between UX and Service Design in your examples, showing how you've considered the broader ecosystem and human touchpoints.

• Showcase Collaboration: Provide examples of how you've collaborated with product owners, developers, and business stakeholders, and how you handled feedback.

Challenge Preparation:

• Be prepared for a design exercise or a hypothetical case study, potentially involving a B2B scenario relevant to Vattenfall's business.

• Practice articulating your design process and rationale clearly and concisely.

• Anticipate questions about how you would approach a complex UX problem, manage stakeholder expectations, or balance strategic vision with immediate development needs.

• Research Vattenfall's current digital offerings for B2B customers to understand their existing landscape and potential areas for improvement.

📝 Enhancement Note: The emphasis on a portfolio and the absence of a cover letter suggest that practical design skills and demonstrated impact are prioritized. Candidates should prepare to articulate their design process and strategic thinking in detail.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Explicitly mentioned as a required tool for design deliverables, prototyping, and collaboration. Proficiency is essential.

• Design Systems: Implied need for familiarity with or ability to contribute to design systems to ensure visual consistency.

• Prototyping Tools: Figma's prototyping capabilities are key, but experience with other tools might be beneficial.

Analytics & Reporting:

• Customer Satisfaction Survey Tools: Experience analyzing data from tools like NPS (Net Promoter Score) or similar customer satisfaction measurement platforms.

• Web Analytics Tools: Familiarity with tools like Google Analytics or similar to understand user behavior and measure digital performance.

CRM & Automation:

• While not directly mentioned, a Lead UX Designer in a B2B context would benefit from understanding how CRM systems (e.g., Salesforce) and marketing automation platforms integrate with customer-facing interfaces, as they often influence the customer journey.

📝 Enhancement Note: Figma is the cornerstone of the expected toolset. The role also implies a need for data literacy, understanding how user behavior is tracked and measured to inform design decisions and demonstrate impact.

👥 Team Culture & Values

Operations Values:

• Proactive & Positive: A mindset that embraces challenges and seeks solutions actively.

• Open: Willingness to share ideas, feedback, and collaborate transparently.

• Safety-Conscious: Reflects Vattenfall's industry, implying a disciplined approach to processes and potential risks.

• Customer-Centric: A core value for this role, focusing on understanding and meeting B2B customer needs.

• Efficiency-Oriented: Implied through the focus on optimizing processes and digital experiences.

Collaboration Style:

• Highly collaborative, working closely with product owners, development teams, and business stakeholders.

• Facilitative, guiding discussions and design workshops.

• Iterative, working within agile sprints to continuously improve designs.

• Cross-functional, bridging the gap between design, technology, and business objectives.

📝 Enhancement Note: The stated values suggest a professional, team-oriented environment that values proactive problem-solving and a user-focused approach, essential for driving digital transformation.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Strategic Vision with Tactical Execution: Effectively managing the dual responsibility of shaping the overarching digital customer experience strategy while also delivering detailed UX designs for specific platforms.

• Ensuring Consistency Across a Large Ecosystem: Maintaining a unified visual expression and user experience across a suite of B2B applications within a large organization.

• Navigating Agile Development Cycles: Effectively integrating design processes into fast-paced agile sprints, ensuring user needs are met without slowing down development.

• Driving Change in an Established Industry: Influencing stakeholders and driving adoption of new design approaches in a traditional sector like energy.

Learning & Development Opportunities:

• Deepen Energy Sector Expertise: Gain specialized knowledge of the B2B customer landscape within the energy industry.

• Lead Design Initiatives: Take ownership of significant projects, shaping Vattenfall's digital future.

• Mentorship: Opportunity to mentor junior designers and contribute to the growth of the design function.

• Industry Best Practices: Stay abreast of evolving UX/Service Design trends and technologies, potentially through conferences or specialized training.

📝 Enhancement Note: The challenges are typical for lead roles in large, transforming organizations. The growth opportunities are tied to advancing within the design leadership track or expanding into broader product and strategy roles.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing a unified B2B digital experience for Vattenfall, considering the entire customer journey from initial contact through to a logged-in application?" (Focus on service design methodology, journey mapping, and cross-platform consistency).

• "Describe a time you had to balance conflicting stakeholder requirements or business needs with user needs. How did you resolve it?" (Assess negotiation, communication, and prioritization skills).

Company & Culture Questions:

• "What interests you about Vattenfall and the energy sector?" (Research Vattenfall's mission, sustainability efforts, and recent digital initiatives).

• "How do you see your role contributing to Vattenfall's goal of a cohesive digital customer experience?" (Connect your skills to the company's strategic objectives).

Portfolio Presentation Strategy:

• Structure: Start with an overview of Vattenfall's B2B digital needs, then dive into 2-3 key projects that exemplify your expertise in service design, B2B UX, and holistic customer experience.

• Storytelling: For each project, clearly define the problem, your role, the research and design process, key decisions, and the measurable impact. Use visuals effectively.

• Figma Deep Dive: Be ready to share your Figma files and explain your design system approach, component usage, and collaboration methods.

• Focus on Impact: Quantify results whenever possible. How did your design improve user satisfaction, conversion rates, or operational efficiency?

• Cultural Fit: Be prepared to discuss how your values and working style align with Vattenfall's stated values (proactive, open, safety-conscious).

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, hands-on design capability, and an understanding of Vattenfall's business context. The portfolio is the primary tool to showcase these abilities.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the SmartRecruiters platform.

• Curate Your Portfolio: Select 3-4 of your strongest projects that best demonstrate your experience in B2B service design, UX design, and creating unified digital customer experiences. Ensure these projects highlight your process, problem-solving skills, and measurable impact.

• Optimize Your CV: Tailor your CV to highlight keywords and responsibilities mentioned in the job description, such as "Service Design," "UX Design," "B2B Interfaces," "Figma," "Agile," and "Customer Journey." Quantify achievements where possible.

• Prepare Your Presentation: Practice walking through your portfolio case studies, focusing on clear storytelling, your design process, and the outcomes achieved. Be ready to articulate your strategic thinking and hands-on design execution.

• Research Vattenfall: Understand Vattenfall's business, its position in the energy market, and its current digital presence for B2B customers. Familiarize yourself with their stated values and mission.

⚠️ 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.

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