Lead Service & UX Designer

📍 Job Overview

Job Title: Lead Service & UX Designer

Company: Vattenfall

Location: Solna, Stockholm County, Sweden (with flexibility for Umeå and potential for remote work)

Job Type: Full-time

Category: Service Design & UX / Digital Product Experience

Date Posted: February 27, 2026

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

Remote Status: Hybrid

🚀 Role Summary

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

• Drive the integration of customer experience, tonality, and visual expression across a suite of digital applications and touchpoints, creating a unified brand perception.

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

• Conduct comprehensive user research, including qualitative studies and quantitative analysis of customer satisfaction data, to inform design decisions and strategic direction.

• Develop and iterate on concepts, user flows, and prototypes in Figma, delivering design assets ready for development in close collaboration with product owners and engineering teams.

📝 Enhancement Note: The job title "Lead Service & UX Designer" and the responsibilities described strongly suggest a role focused on the intersection of strategic customer journey mapping and detailed user interface design. The emphasis on B2B interfaces and the energy sector (Vattenfall) implies a need for understanding complex user needs and robust digital solutions. The "Lead" aspect indicates potential for mentorship or guiding design principles within teams.

📈 Primary Responsibilities

• Lead the holistic digital customer experience for Vattenfall's B2B digital interfaces, overseeing the entire customer journey from initial interaction through to advanced application usage.

• Develop and implement a unified design system and brand tonality across all digital touchpoints to ensure a consistent and modern user experience.

• Conduct in-depth user research, including customer interviews, usability testing, and analysis of customer satisfaction surveys, to identify pain points and opportunities for improvement.

• Translate research insights into actionable design concepts, user flows, wireframes, and high-fidelity prototypes using Figma.

• Collaborate closely with product owners, development teams, and business stakeholders to ensure design solutions align with business objectives and technical feasibility.

• Facilitate workshops and design thinking sessions to drive innovation and gather cross-functional input on user experience strategies.

• Champion user-centered design principles and best practices within agile development environments.

• Regularly engage with customers to test hypotheses, validate design solutions, and gather feedback throughout the design lifecycle.

• Contribute to the strategic roadmap for digital customer experience, identifying future trends and opportunities for innovation.

• Ensure all design deliverables are well-documented and readily usable by development teams, adhering to modern design and development standards.

📝 Enhancement Note: The responsibilities listed go beyond typical UX design, encompassing a "Service Design" component that implies a strategic view of the entire customer journey, not just digital interfaces. The emphasis on "owning the whole picture" and integrating "tonality and visual expression" across a "suite of applications" points to a role with significant strategic influence and responsibility for brand consistency in the digital realm.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, or a related field is typically expected for this level of role.

Experience: Several years of experience in UX Design and/or Service Design is required, with a proven track record of owning end-to-end digital customer experiences. Experience in agile development environments is essential.

Required Skills:

• Proven expertise in UX Design and Service Design methodologies.

• Strong ability to manage and own the holistic digital customer experience across B2B interfaces.

• Proficiency in conducting qualitative research (e.g., user interviews, usability testing) and quantitative analysis (e.g., survey data interpretation).

• Advanced skills in concept development, user flow mapping, and prototyping.

• Mastery of modern design tools, with specific emphasis on Figma for creating detailed, development-ready design deliverables.

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

• Experience working within agile development frameworks and cross-functional teams (Product Owners, Developers).

• Ability to balance strategic thinking with hands-on design execution.

• Strong understanding of visual design principles and brand tonality.

Preferred Skills:

• Experience in the energy sector or a similar complex industry.

• Familiarity with design systems and their implementation.

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

• Experience in facilitating workshops and design sprints.

• Understanding of customer journey mapping tools and techniques beyond Figma.

📝 Enhancement Note: The emphasis on "several years of experience" and the "Lead" title suggest a requirement for a candidate who can operate independently and strategically, not just execute tasks. The explicit mention of Figma indicates a need for practical, hands-on design skills in a leading tool. The need to "hold together the expression" across channels implies a strong aesthetic sensibility alongside functional design capabilities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing end-to-end ownership of digital customer experience projects, with a strong emphasis on B2B interfaces.

• Case studies demonstrating the application of both Service Design and UX Design principles, illustrating the journey from initial research and insight generation to final design implementation.

• Examples of how research findings (qualitative and quantitative) were translated into tangible design solutions, user flows, and prototypes.

• Clear documentation of user journeys, wireframes, interactive prototypes, and final design deliverables created in Figma.

Process Documentation:

• Visualizations of customer journeys and service blueprints that map out user interactions and touchpoints.

• Documentation of research methodologies employed, including qualitative study designs and quantitative data analysis frameworks.

• Prototypes and design specifications created in Figma, demonstrating a clear process from concept to detail.

• Evidence of collaboration with development teams, including handover processes and design iteration based on feedback.

• Examples of how user feedback and A/B testing informed design iterations and improvements.

📝 Enhancement Note: For a "Lead" role with a focus on Service and UX Design, the portfolio is critical. It needs to showcase not just visual design output but also the strategic thinking, research acumen, and process management involved in creating and owning a cohesive digital customer experience. The inclusion of Figma as a primary tool means portfolio examples should ideally demonstrate proficiency there.

💵 Compensation & Benefits

Salary Range: Based on the role's seniority (Lead level, 5-10 years experience), location (Solna, Sweden), and industry (Energy), a competitive salary range for a Lead Service & UX Designer in Stockholm County would typically fall between 60,000 SEK and 85,000 SEK per month, depending on exact experience and qualifications.

Benefits:

• Excellent work-life balance and flexibility.

• Opportunities for remote work as needed.

• Working hours reduction schemes.

• Favorable occupational pension agreements.

• Parental leave supplement.

• Potential for continuous professional development and training.

• Involvement in shaping the future of sustainable energy solutions.

• Access to a comprehensive employee benefits package as detailed by Vattenfall.

Working Hours: The role is listed as full-time, implying a standard 40-hour work week. However, the emphasis on flexibility and work-life balance suggests that Vattenfall supports adaptable working arrangements within this framework.

📝 Enhancement Note: Salary ranges for senior design roles in Sweden, particularly in major cities like Stockholm, are competitive. The provided estimate is based on industry benchmarks for similar roles and experience levels in the Swedish market. The benefits listed are directly from the job description and are typical for large, established companies in Sweden.

🎯 Team & Company Context

🏢 Company Culture

Industry: Energy Sector. Vattenfall is a leading European energy company, focused on electricity and heat production and distribution. This context implies a stable, established industry with a growing emphasis on sustainability and digital transformation.

Company Size: Vattenfall is a large organization with approximately 21,000 employees across Europe, indicating a structured corporate environment with opportunities for collaboration across diverse departments and geographies.

Founded: Vattenfall has a history of over one hundred years, signifying a deep-rooted organization with a long-term vision and established operational processes, now undergoing innovation and digital evolution.

Team Structure:

• The role is part of a digital customer experience team, likely comprising other designers, product owners, researchers, and developers.

• There's a clear distinction between the overarching "Lead" responsibility for the entire digital customer experience and the dedicated UX designer role within a specific development team.

Methodology:

• Vattenfall operates with a strong emphasis on customer focus, innovation, and sustainability.

• The teams work within agile development methodologies, requiring iterative design and development cycles.

• Data-driven decision-making is a key aspect, with a focus on customer satisfaction and quantitative measurements.

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

📝 Enhancement Note: Vattenfall's history and industry position suggest a company that values stability and long-term impact, while also embracing innovation in areas like digital customer experience and sustainable energy. The "Lead" aspect of the role implies an expectation of leadership and strategic influence within its domain.

📈 Career & Growth Analysis

Operations Career Level: This is a senior-level "Lead" position, indicating a significant level of autonomy, strategic responsibility, and potential for mentorship. It sits at the intersection of strategic service design and hands-on UX execution, offering a broad scope of influence.

Reporting Structure: While not explicitly detailed, the role likely reports into a Head of Digital Experience, UX Manager, or a similar senior digital leadership position. The individual will also work closely with product owners and development teams, requiring strong collaboration and influence without direct authority over these groups.

Operations Impact: The role has a direct impact on Vattenfall's B2B customer acquisition, retention, and overall satisfaction through the digital channels. By shaping a cohesive and engaging customer experience, this role contributes significantly to brand perception, operational efficiency, and ultimately, business growth in the competitive energy market.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of Service Design or UX Design within the energy sector.

• Leadership: Transition into a formal management role overseeing a design team or expanding responsibilities as a primary design strategist for larger product portfolios.

• Cross-functional: Move into product management or broader digital strategy roles by leveraging deep understanding of customer needs and digital product development.

• Industry Expertise: Become a recognized expert in digital customer experience within the energy industry, potentially leading initiatives for digital transformation.

• Skill Development: Opportunities for continued learning through internal training, external conferences, and working with cutting-edge design tools and methodologies.

📝 Enhancement Note: The "Lead" designation suggests a clear path for growth, either into formal management or into a more senior individual contributor role with greater strategic impact. The combination of service and UX design offers a unique skill set applicable to various career trajectories within Vattenfall or the broader industry.

🌐 Work Environment

Office Type: Hybrid work environment. Vattenfall offers flexibility, allowing employees to work from home when needed, but also emphasizes the importance of in-office collaboration for team synergy and idea exchange.

Office Location(s): The role is based in Stockholm (Solna), with potential placement in Umeå also mentioned. This suggests access to modern office facilities in key Swedish business hubs.

Workspace Context:

• Collaboration is key, with regular interaction expected with development teams, product owners, and other business stakeholders.

• Access to modern design tools, specifically Figma, will be fundamental to the daily workflow.

• The environment likely supports a hands-on, iterative design process where prototypes are frequently shared and tested.

• The company culture values active participation, positivity, openness, and safety, suggesting a supportive and proactive work atmosphere.

Work Schedule: Full-time position with an emphasis on flexibility and work-life balance. While a standard 40-hour week is implied, Vattenfall's policies suggest adaptability in scheduling to accommodate project needs and personal well-being.

📝 Enhancement Note: The hybrid model and emphasis on flexibility are standard for many modern tech and design roles. For a Lead Service & UX Designer, the ability to balance focused individual work (often best done remotely or in quiet office spaces) with collaborative sessions (ideal in-office) is crucial.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely conducted by a recruiter or HR to assess basic qualifications and cultural fit. This may involve answering pre-selection questions as mentioned.

• Hiring Manager Interview: A discussion with Mats Linder (Recruiting Manager) to delve deeper into experience, approach to Service & UX Design, and strategic thinking.

• Portfolio Review & Design Challenge: Candidates will likely present their portfolio, showcasing key projects and demonstrating their design process, problem-solving skills, and impact. A practical design challenge or case study related to Vattenfall's B2B context might be part of this stage.

• Team/Stakeholder Interviews: Meetings with potential team members (developers, product owners) and other key stakeholders to assess collaboration skills and understanding of agile environments.

• Final Interview: Possibly with a senior leader to confirm overall fit and strategic alignment.

Portfolio Review Tips:

• Showcase Breadth and Depth: Include projects that demonstrate both strategic service design (journey mapping, concept development) and detailed UX execution (wireframes, prototypes, UI design).

• Highlight Impact: Quantify results wherever possible. Use metrics (e.g., improved conversion rates, reduced task completion time, increased customer satisfaction scores) to demonstrate the business value of your designs.

• Explain Your Process: Clearly articulate your approach to each project, from understanding the problem and conducting research to iterating on solutions and collaborating with teams. Use case studies effectively.

• Focus on Figma: Since Figma is explicitly mentioned, ensure your portfolio includes examples of work created in Figma, demonstrating proficiency in its features for prototyping, design systems, and collaboration.

• Tailor to B2B: If possible, include examples of B2B projects or highlight how you've addressed the unique needs of business users.

Challenge Preparation:

• Understand Vattenfall's Business: Research Vattenfall's products, services, B2B offerings, and current digital initiatives. Understand the energy sector's challenges and opportunities.

• Prepare for "Lead" Questions: Be ready to discuss leadership philosophy, how you mentor others, and how you drive design strategy within a team.

• Scenario-Based Questions: Prepare to answer questions about how you would approach specific design problems, handle stakeholder disagreements, or prioritize features in an agile context.

• Service Design Thinking: Be prepared to discuss how you approach designing an entire service, not just a digital interface, considering all touchpoints.

📝 Enhancement Note: The application process emphasizes a quick application via answering selection questions and attaching a CV, with no cover letter. This suggests the portfolio will be a critical component for demonstrating suitability. The emphasis on B2B and the energy sector means candidates should tailor their portfolio and interview responses accordingly.

🛠 Tools & Technology Stack

Primary Tools:

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

• Design & Prototyping Tools: While Figma is primary, familiarity with other design and prototyping tools may be beneficial for broader context.

• Research & Analytics Platforms: Tools for conducting qualitative studies (e.g., user interview platforms, survey tools like Qualtrics or SurveyMonkey) and analyzing quantitative data (e.g., Google Analytics, internal BI tools).

Analytics & Reporting:

CRM & Automation:

• While not directly a CRM role, understanding how UX/Service Design impacts CRM integration and customer communication workflows is beneficial. Experience with customer journey mapping tools that may integrate with CRM data is a plus.

📝 Enhancement Note: The explicit mention of Figma is a strong signal for tool proficiency. The role requires a designer who can not only create visually appealing interfaces but also use advanced tool features for collaboration, prototyping, and potentially design system management.

👥 Team Culture & Values

Operations Values:

• Active, Positive, Open, Safety-Conscious: These are Vattenfall's stated values. Candidates should demonstrate these traits in their approach to work, collaboration, and problem-solving.

• Customer-Centricity: A strong focus on understanding and serving the B2B customer is paramount.

• Sustainability: As an energy company, a commitment to sustainable practices and solutions is likely embedded in the company's ethos.

• Innovation: Driving digital transformation and improving customer experiences requires a spirit of innovation and continuous improvement.

• Collaboration: The role necessitates working effectively across diverse teams and functions.

Collaboration Style:

• Cross-functional Integration: Proactive engagement with product owners, development teams, marketing, sales, and other business units to ensure a unified customer experience.

• Agile Mindset: Embracing iterative development, feedback loops, and adaptability.

• Open Communication: Clear, transparent communication of design rationale, research findings, and potential challenges.

• Facilitation: Ability to lead discussions and workshops to gather input and drive consensus.

📝 Enhancement Note: Vattenfall's values emphasize a proactive and principled approach. For a Lead role, demonstrating how these values translate into practical actions in design and collaboration is crucial for cultural fit.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Strategic Oversight with Hands-on Design: Effectively managing the "Lead" responsibilities for the entire B2B digital experience while also dedicating time to detailed UX design for a specific platform.

• Coordinating Across Diverse Stakeholders: Aligning the needs and expectations of various business units, product teams, and leadership on digital experience strategy and execution.

• Integrating Complex B2B Needs: Designing intuitive experiences for business users who may have highly specific and complex requirements for energy services and data.

• Driving Change in a Large Organization: Implementing new design approaches or standards within a well-established company requires strong influencing skills and change management.

• Maintaining Consistency: Ensuring a cohesive user experience across a suite of applications that may have different development histories or priorities.

Learning & Development Opportunities:

• Advanced Design Techniques: Opportunities to delve deeper into specialized areas of Service Design, UX Research, or UI Design.

• Industry Trends: Stay abreast of emerging technologies and design trends in the energy sector and digital product development.

• Leadership Development: Gain experience in mentoring junior designers, leading design initiatives, and contributing to strategic decision-making.

• Cross-Disciplinary Exposure: Work closely with engineering, product management, and business strategy teams to broaden understanding of the end-to-end product lifecycle.

• Professional Certifications: Potential to pursue certifications in UX, Service Design, or Agile methodologies.

📝 Enhancement Note: The challenges listed focus on the inherent complexities of a Lead role in a large organization, particularly at the intersection of strategy and execution. The growth opportunities highlight the potential for significant career development within Vattenfall.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for taking a broad strategic vision for a digital customer experience and translating it into actionable design deliverables for development teams."

• "How do you ensure consistency in visual expression and tonality across a suite of applications, especially in a B2B context?"

• "Walk us through a challenging Service Design project where you had to balance user needs with business objectives. What was your approach and what was the outcome?"

Company & Culture Questions:

• "Based on your research, what do you see as the biggest digital customer experience challenges or opportunities for Vattenfall in the energy sector?"

• "How would you contribute to Vattenfall's values of being active, positive, open, and safety-conscious in your role as Lead Service & UX Designer?"

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role and responsibilities, your process (research, ideation, design, testing), the solutions you created, and the impact/results.

• Emphasize the "Lead" Aspect: Highlight instances where you took initiative, led discussions, influenced strategy, or mentored others.

• Showcase Figma Proficiency: Demonstrate how you used Figma for complex workflows, prototyping, and collaboration.

• Quantify Impact: Use metrics to show the business value and user benefit of your design work.

• Be Prepared for Deep Dives: Anticipate questions about specific design decisions, research methodologies, and your rationale behind choices.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, process rigor, and leadership potential, alongside strong UX/Service Design skills. Tailoring answers to Vattenfall's industry and values will be key.

📌 Application Steps

To apply for this Service & UX Design position:

• Submit your application through the provided link on the Vattenfall careers site. Be prepared to answer selection questions and upload your CV.

• Portfolio Preparation: Curate a portfolio that prominently features end-to-end Service Design and UX Design projects, with a strong emphasis on B2B interfaces and your work in Figma. Highlight your strategic thinking, research methodologies, and the measurable impact of your designs.

• Resume Optimization: Ensure your resume clearly outlines your experience in Service Design, UX Design, digital customer experience, and your proficiency with Figma. Use keywords from the job description, such as "B2B interfaces," "customer journey," "prototyping," and "agile environments."

• Interview Practice: Prepare to discuss your portfolio in detail, articulate your design process, and answer scenario-based questions related to strategy, collaboration, and problem-solving. Practice presenting your case studies concisely and effectively.

• Company Research: Thoroughly research Vattenfall, its mission, its B2B offerings, and the energy sector. Understand their stated values and how your approach aligns with their 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.