Lead Service & UX Designer

📍 Job Overview

Job Title: Lead Service & UX Designer

Company: Vattenfall

Location: Umeå, Västerbotten County, Sweden

Job Type: Heltid (Full-time)

Category: Service Design & User Experience (UX) Design

Date Posted: 2026-02-27

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• This role is pivotal in shaping the digital customer experience across Vattenfall's B2B interfaces, demanding a holistic approach to digital customer communication and service design.

• The Lead Service & UX Designer will ensure a cohesive customer journey, consistent tonality, and unified visual expression across all digital touchpoints and applications.

• This position requires a blend of strategic thinking and hands-on execution, from initial research and insight gathering to the development of concrete concepts and design components.

• The role involves dedicated UX design work within an agile development team, focusing on the user experience within logged-in customer platforms and ensuring a consistent look and feel.

📝 Enhancement Note: While the title is "Lead Service & UX Designer," the responsibilities lean heavily into UX design with a strategic oversight of the overall service experience. The "Lead" aspect is interpreted as ownership and strategic direction rather than direct team management, given the emphasis on individual contribution within development teams and cross-functional collaboration. The operations relevance is in the structured approach to customer experience, process mapping (implied in journey design), and system integration (across applications).

📈 Primary Responsibilities

• Take comprehensive responsibility for the digital customer experience across B2B interfaces, from initial customer contact through the entire customer journey and into logged-in applications.

• Ensure a cohesive customer experience, consistent tonality, and unified visual expression across Vattenfall's suite of applications and touchpoints, presenting them as an integrated whole.

• Conduct qualitative studies, such as customer interviews, and quantitative measurements, including analysis of annual customer satisfaction surveys, to derive actionable insights.

• Transform insights into clear, usable visualizations and translate them into tangible concepts, user flows, and interactive prototypes, from ideation to detailed design.

• Collaborate closely with product owners, development teams, and business stakeholders to create well-defined design deliverables in Figma, ready for implementation.

• Engage in regular customer interactions to test hypotheses and validate design solutions, ensuring user-centricity throughout the design process.

• Act as a dedicated UX designer for a specific customer platform development team, ensuring a unified experience and consistent visual identity within their scope.

📝 Enhancement Note: The responsibilities highlight a strong focus on user research, data analysis (customer satisfaction surveys), and iterative design processes, which are core to effective GTM operations and product development functions. The emphasis on translating insights into tangible designs and collaborating with development teams underscores the operational aspect of bringing digital experiences to life.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrable experience in UX/Service Design are paramount. A Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, or a related field would be beneficial.

Experience: Several years of experience in UX design and/or service design, with a proven track record of owning the entire customer experience across digital touchpoints. Experience working in agile development environments is essential.

Required Skills:

• Proven expertise in Service Design principles and methodologies.

• Strong User Experience (UX) design skills, including user research, information architecture, interaction design, and usability testing.

• Proficiency in creating and iterating on user flows, wireframes, and high-fidelity prototypes.

• Extensive experience with modern design tools, specifically Figma, for creating detailed design deliverables.

• Demonstrated ability to conduct and analyze both qualitative (interviews) and quantitative (surveys, metrics) user research.

• Experience in translating complex business requirements and user insights into intuitive and engaging digital interfaces.

• Understanding of agile development methodologies and experience working collaboratively within agile teams (e.g., Scrum, Kanban).

• Excellent communication and presentation skills, with the ability to articulate design decisions and rationale to diverse stakeholders, including leadership and development teams.

Preferred Skills:

• Experience in B2B digital interfaces and understanding of B2B customer journeys.

• Familiarity with design systems and the ability to contribute to or maintain them.

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

• Experience in facilitating workshops and design thinking sessions.

• A portfolio showcasing a comprehensive understanding of service design and UX, with a focus on end-to-end customer journeys and cohesive visual expression.

📝 Enhancement Note: The emphasis on Figma, agile environments, and cross-functional collaboration with product owners and developers aligns with modern operations roles. The requirement for a strong portfolio that demonstrates end-to-end journey mapping and visual consistency is a key differentiator for operations candidates.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate end-to-end ownership of digital customer experiences, showcasing projects from initial research to final implementation.

• Include case studies that highlight how you've translated user insights and business needs into cohesive, user-centered designs across multiple touchpoints.

• Present examples of developed concepts, user flows, and interactive prototypes, clearly articulating the design process and decision-making.

• Showcase experience with Figma, providing examples of detailed design deliverables that were handed off to development teams.

Process Documentation:

• Illustrate your approach to user research, including methodologies for qualitative studies (interviews) and quantitative analysis (surveys, metrics).

• Provide examples of how you've mapped customer journeys and identified key pain points and opportunities for improvement.

• Document your process for iterative design, including hypothesis testing, validation with users, and incorporating feedback into design iterations.

• Showcase your collaboration process with development teams and product owners, detailing how design specifications are communicated and refined.

📝 Enhancement Note: For a role focused on customer experience and design, a portfolio demonstrating process and impact is crucial. This section emphasizes the need for candidates to showcase not just the final designs, but the structured approach, research, and collaboration that led to them, which is highly valued in operations roles that focus on process improvement and efficiency.

💵 Compensation & Benefits

Salary Range:

• Based on experience level (5-10 years), location (Umeå, Sweden), and the strategic nature of the role, a competitive salary range for a Lead Service & UX Designer in Sweden would typically fall between 55,000 SEK and 75,000 SEK per month.

Benefits:

• Work-life balance: A core offering, emphasizing a healthy equilibrium between professional responsibilities and personal life.

• Flexibility in work: Options for flexible working hours to accommodate individual needs and peak productivity times.

• Possibility to work from home: Hybrid work model allows for remote work as needed, supporting a balanced lifestyle.

• Working time reduction: Potential for reduced working hours, contributing to employee well-being.

• Favorable occupational pension agreements: Robust pension schemes to support long-term financial security.

• Parental leave supplement: Additional support for employees during parental leave.

• Other personal benefits: Access to various other employee benefits and programs.

Working Hours: The standard working hours are approximately 40 hours per week, with flexibility offered to manage work and personal commitments effectively.

📝 Enhancement Note: Salary for this role in Sweden is estimated based on industry benchmarks for experienced UX/Service Designers in major tech/energy companies, adjusted for the specific location. The benefits listed are directly extracted from the job description and highlight Vattenfall's commitment to employee well-being and work-life integration, which is increasingly important for attracting and retaining talent in specialized roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Energy Sector. Vattenfall is one of Europe's largest producers and retailers of electricity and heat, with a long history of innovation and electrification. This context implies a company undergoing digital transformation, seeking to modernize its customer interactions and services.

Company Size: Approximately 21,000 employees across Europe. This indicates a large, established organization with structured processes, but also opportunities for significant impact within its digital transformation initiatives.

Founded: Over a century ago. This long history suggests stability and deep expertise, combined with a forward-looking approach to innovation and sustainability in the energy sector.

Team Structure:

• The role is part of a larger digital transformation effort, likely within a product or digital services division. The Lead Service & UX Designer will collaborate closely with product owners, development teams, and other business stakeholders.

• Reporting structure involves working within dedicated development teams and collaborating across various business functions, with a direct line to the recruiting manager, Mats Linder.

Methodology:

• Data Analysis & Insights: Emphasis on using both qualitative (interviews) and quantitative (surveys, measurements) data to inform design decisions and understand customer needs.

• Workflow Planning & Optimization: Designing and refining customer journeys and user flows to create seamless and intuitive digital experiences.

• Automation & Efficiency: While not explicitly stated, the drive for cohesive digital experiences and efficient customer communication implies a focus on leveraging technology to streamline processes and improve user satisfaction.

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

📝 Enhancement Note: Understanding Vattenfall's position in the energy sector and its historical context is crucial for a candidate. This section frames the role within a company focused on digital transformation, highlighting the operational need for structured approaches to customer experience design and data-driven decision-making.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Lead Service & UX Designer, indicating a senior-level individual contributor role. It requires significant experience and the ability to take ownership and provide strategic direction for digital customer experiences. The "Lead" title suggests a role that influences design strategy and standards across multiple touchpoints and potentially guides less experienced designers implicitly through collaboration.

Reporting Structure: The designer will report to a recruiting manager (Mats Linder) and work within agile development teams. This structure allows for direct contribution to product development while also maintaining a strategic overview of the overall customer experience.

Operations Impact: The role's impact is significant, directly influencing the digital customer journey, brand perception, and customer satisfaction for Vattenfall's B2B clients. By ensuring a seamless and engaging digital experience, the designer contributes to customer retention, operational efficiency (through self-service capabilities), and potentially new revenue streams by improving conversion rates and user adoption.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of UX, service design, or B2B customer journeys within the energy sector.

• Leadership Development: Transition into roles with more direct team leadership or strategic design management responsibilities, leveraging the "Lead" experience.

• Cross-functional Expertise: Expand knowledge into product management, business strategy, or other areas through collaboration and project involvement.

• Industry Impact: Contribute to shaping the digital landscape of the energy sector, a critical and evolving industry.

📝 Enhancement Note: The "Lead" designation implies significant responsibility and potential for growth, particularly in influencing design strategy and practice within a large organization. This analysis focuses on how the role contributes to the broader operational goals of digital transformation and customer engagement.

🌐 Work Environment

Office Type: The job description mentions a "Hybrid" work environment. This suggests a combination of in-office collaboration and remote work, allowing for flexibility.

Office Location(s): Umeå, Sweden is the primary location specified. Other potential locations mentioned for the role are Stockholm and Solna. This offers flexibility for candidates within Sweden.

Workspace Context:

• Collaborative Environment: The role requires close collaboration with product owners, development teams, and business stakeholders, indicating a dynamic and interactive workspace, whether in-office or virtual.

• Operations Tools & Technology: The primary tool mentioned is Figma. Candidates should expect to work with modern design and collaboration tools, integrated into agile workflows.

• Team Interaction: Regular interaction with development teams and product owners is expected, fostering a team-oriented approach to problem-solving and design delivery.

Work Schedule: The standard work week is approximately 40 hours, with flexibility offered. This allows operations professionals to manage their time effectively, balancing deep work sessions with collaborative meetings and personal commitments.

📝 Enhancement Note: The hybrid work model and flexibility are key aspects for operations professionals seeking work-life balance. The specific mention of Figma and collaboration within agile teams provides practical context for the daily work environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely involves a review of CV and portfolio against the stated requirements. The absence of a cover letter suggests the portfolio and CV are the primary focus.

• Portfolio Review: Candidates will be expected to present their portfolio, showcasing relevant UX and Service Design projects. This will likely involve discussing their process, problem-solving approach, and the impact of their designs.

• Interviews: Expect interviews with the hiring manager (Mats Linder) and potentially other team members or stakeholders. These interviews will assess technical skills, understanding of user-centered design principles, collaboration abilities, and cultural fit.

• Case Study/Challenge (Potential): For senior roles, a design challenge or case study, either pre-interview or during the process, is possible to evaluate practical problem-solving skills and design thinking.

Portfolio Review Tips:

• Focus on Process: Clearly articulate your design process, from research and ideation to prototyping and validation. Use case studies to demonstrate how you navigated challenges.

• Showcase End-to-End Ownership: Highlight projects where you had significant influence over the entire user journey and visual expression, not just isolated UI elements.

• Quantify Impact: Where possible, include metrics or outcomes that demonstrate the success of your designs (e.g., improved conversion rates, increased user satisfaction, reduced support queries).

• Figma Proficiency: Ensure your portfolio demonstrates strong Figma skills, including well-organized files and detailed design systems or component libraries if applicable.

• B2B Relevance: If possible, include B2B projects to demonstrate understanding of that specific context.

Challenge Preparation:

• Brush up on UX Principles: Review core UX concepts, usability heuristics, and user research methodologies.

• Practice Figma: Be ready to create wireframes or mockups quickly in Figma.

• Think Strategically: Prepare to discuss how design fits into broader business objectives and customer strategy.

• Understand Vattenfall's Business: Research Vattenfall's services, target audience (B2B), and digital presence to tailor your responses.

📝 Enhancement Note: The advice emphasizes the operational aspects of presenting a portfolio and preparing for interviews, focusing on process, impact, and strategic alignment, which are critical for operations-focused roles. The specific mention of Figma and B2B context is tailored to the job description.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Explicitly mentioned as the core design tool. Proficiency in creating wireframes, prototypes, design systems, and detailed design specifications within Figma is essential.

• User Research Tools: While not specified, expect to utilize tools for qualitative (e.g., user interview platforms, session recording) and quantitative (e.g., survey platforms, analytics tools) data collection and analysis.

Analytics & Reporting:

• Analytics Platforms: Familiarity with web analytics tools (e.g., Google Analytics, Adobe Analytics) to understand user behavior and measure the impact of design changes is highly beneficial.

• Data Visualization Tools: Ability to interpret and potentially contribute to dashboards (e.g., Power BI, Tableau) that track key customer experience metrics.

CRM & Automation:

• CRM Systems: While not a direct CRM role, understanding how customer data is managed and flows through CRM systems (e.g., Salesforce) can provide valuable context for B2B interfaces.

• Customer Data Platforms (CDPs): Awareness of how customer data is consolidated and utilized for personalized experiences.

📝 Enhancement Note: Highlighting Figma as the primary tool is critical. The inclusion of related analytics and CRM awareness acknowledges the interconnectedness of design with broader operational systems and data management, which is relevant for operations professionals.

👥 Team Culture & Values

Operations Values:

• Proactive & Positive: A mindset of taking initiative and approaching challenges with a constructive attitude.

• Openness: Willingness to share ideas, provide feedback, and embrace diverse perspectives in the design process.

• Safety-Conscious: A commitment to security and responsible practices, especially in the context of an energy company.

• Customer-Centricity: A deep focus on understanding and meeting customer needs through design.

• Efficiency & Effectiveness: Driving for streamlined processes and impactful design solutions that contribute to business goals.

Collaboration Style:

• Cross-functional Integration: Working closely with product owners, developers, and business stakeholders to ensure designs are aligned with business objectives and technically feasible.

• Process Review & Feedback: An environment that encourages constructive feedback on designs and processes to drive continuous improvement.

• Knowledge Sharing: Openness to sharing design knowledge, best practices, and learnings across teams to foster a collective growth mindset.

📝 Enhancement Note: The Vattenfall values (active, positive, open, safety-conscious) provide insight into the expected behavior and mindset of employees. For this role, the emphasis on openness and proactivity aligns well with collaborative design and innovation processes.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Strategic Vision with Execution: Effectively managing the dual responsibility of setting the overall digital customer experience strategy and executing hands-on design work.

• Ensuring Consistency Across Diverse Platforms: Maintaining a unified visual expression and user experience across a suite of B2B applications, which may have different technical foundations or histories.

• Integrating User Insights into Agile Workflows: Efficiently gathering, analyzing, and acting upon user research and feedback within fast-paced agile development cycles.

• Navigating a Large Organization: Working effectively within a large, established company to drive change and implement new design standards.

Learning & Development Opportunities:

• Deepen UX/Service Design Expertise: Opportunities to refine skills in advanced user research, interaction design, and service blueprinting.

• Industry-Specific Knowledge: Gaining in-depth understanding of the energy sector and the unique needs of B2B customers in this domain.

• Leadership and Mentorship: Potential to mentor junior designers and contribute to the development of design standards and practices within Vattenfall.

• Exposure to Digital Transformation: Participating in a significant digital transformation initiative within a leading European energy company.

📝 Enhancement Note: Identifying potential challenges helps candidates prepare for the realities of the role, while highlighting growth opportunities provides a clear career path and motivation for taking on the position. These are framed with operations professionals in mind, focusing on process, strategy, and organizational dynamics.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you took ownership of a complex digital customer experience from end-to-end. What was your process, and what was the outcome?" (Focus on process, ownership, and impact.)

• "How do you ensure a consistent visual expression and tonality across multiple digital touchpoints within a large organization?" (Focus on strategy, design systems, and collaboration.)

Company & Culture Questions:

• "What do you know about Vattenfall's digital transformation efforts, and how do you see your role contributing to them?" (Requires research on Vattenfall's digital strategy.)

• "How do you approach collaboration with product owners and development teams in an agile environment?" (Assesses teamwork and understanding of agile operations.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly define the problem, your role, your process, the solutions you designed, and the results achieved.

• Emphasize Process over Polish: While polished visuals are good, interviewers will be more interested in how you arrived at your solutions. Show your thinking, iterations, and research.

• Highlight Figma Proficiency: Be prepared to discuss your Figma workflow, any design systems you've built or used, and how you hand off assets to developers.

• Quantify Impact: Whenever possible, use data to demonstrate the success of your projects. If hard data isn't available, discuss the qualitative impact or how you would measure success.

• Tailor to B2B: If you have B2B experience, highlight it. If not, articulate how you would approach the unique challenges of B2B UX design.

📝 Enhancement Note: These interview questions and preparation tips are designed to help candidates demonstrate their strategic thinking, operational execution, and understanding of user-centered design within a corporate context, aligning with the expectations for a Lead UX role.

📌 Application Steps

To apply for this Lead Service & UX Designer position:

• Submit your application through the Vattenfall careers portal link provided.

• Curate Your Portfolio: Select 2-3 key projects that best showcase your end-to-end Service Design and UX capabilities, particularly those demonstrating ownership of customer journeys and consistent visual expression across digital touchpoints. Ensure your Figma proficiency is evident.

• Optimize Your CV: Tailor your CV to highlight experience in UX/Service Design, B2B interfaces, agile environments, user research methodologies, and proficiency in Figma. Use keywords from the job description.

• Prepare Your Portfolio Presentation: Practice walking through your selected portfolio projects, focusing on your strategic approach, problem-solving, and the impact of your work. Be ready to discuss your process in detail.

• Research Vattenfall: Understand Vattenfall's business, its position in the energy sector, and its digital transformation goals to articulate how your skills align with their needs and culture.

⚠️ 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.