Site Experience Design Manager

📍 Job Overview

Job Title: Site Experience Design Manager Company: Vattenfall Location: Berlin, Germany (also Solna, Sweden and Amsterdam, Netherlands) Job Type: Contract Category: Customer Experience Design / Operations Management Date Posted: 2025-10-06 Experience Level: 5-10 years Remote Status: Hybrid

🚀 Role Summary

• Drive the enhancement of physical and digital customer touchpoints at Vattenfall E-Mobility sites through strategic design leadership and implementation of comprehensive design guidelines.
• Ensure a seamless, engaging, and brand-consistent customer journey across all interaction points, from arrival to digital engagement.
• Lead cross-functional teams and international market stakeholders in the execution of site experience projects, from concept to operational deployment.
• Foster innovation by introducing forward-thinking design concepts and leveraging emerging technologies to optimize site usability and customer satisfaction.
• Uphold critical standards for safety, accessibility, and sustainability within all site design initiatives.

📝 Enhancement Note: While the title is "Site Experience Design Manager," the responsibilities and required skills, particularly around customer journey mapping, optimizing physical spaces, and collaborating with delivery and digital teams, indicate a strong operational component. This role bridges design strategy with practical implementation and ongoing optimization, aligning it with operational excellence in customer-facing environments. The focus on "Arrive" phase optimization and identifying pain points further solidifies its operational impact.

📈 Primary Responsibilities

• Develop, maintain, and continuously evolve on-site design guidelines and user experience (UX) principles for all customer touchpoints.
• Ensure all site designs and implementations adhere to Vattenfall's brand identity, safety regulations, accessibility standards, and sustainability goals.
• Lead the selection and integration of appropriate design packages for new sites and upgrades, focusing on commercial opportunities and customer experience enhancement.
• Conduct usability testing, gather customer feedback, and analyze performance data to iteratively refine and improve site designs and user flows.
• Coordinate and collaborate effectively with international Business Delivery, Delivery, Digital Solutions, and Hardware teams to ensure the successful and timely execution of design initiatives.
• Identify critical pain points in the customer journey, particularly during the "Arrive" phase, and propose actionable design solutions.
• Oversee the implementation of design elements, including hardware, digital screens, and signage, ensuring consistency and quality across all Vattenfall E-Mobility locations.
• Champion design thinking and customer-centric approaches within the E-Mobility organization, promoting a culture of continuous improvement in site experience.

📝 Enhancement Note: The emphasis on "owning, maintaining, and evolving on-site design guidelines" and "safeguarding brand consistency" suggests a strategic operational role focused on standardization and quality control of customer-facing infrastructure. Project management of physical site implementations, alongside digital integration, highlights a blend of operational planning and execution.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in Design, Architecture, User Experience (UX), or a closely related field.
• Master’s degree in a relevant discipline is considered a plus.

Experience:

• Proven track record (5-10 years) in design management, with a significant portion focused on customer experience environments.
• Experience within retail, mobility, or customer-facing service industries is highly desirable.
• Demonstrated success in managing complex design projects from conception through to successful implementation and operationalization.

Required Skills:

• Design Management: Expertise in leading design initiatives, developing design strategies, and managing design teams or projects.
• User Experience (UX) Design: Strong understanding of UX principles, user-centered design methodologies, and customer journey mapping.
• Project Management: Proven ability to plan, execute, and close projects, managing timelines, budgets, and cross-functional dependencies effectively.
• Stakeholder Management: Skill in collaborating with and influencing diverse internal and external stakeholders across different departments and geographies.
• Communication Skills: Excellent verbal and written communication, with the ability to articulate design concepts and operational requirements clearly.
• Brand Consistency: Ability to ensure all design outputs align with brand guidelines and visual identity standards.
• Accessibility & Sustainability: Knowledge of and commitment to incorporating accessibility and sustainability principles into design solutions.
• English Fluency: Professional proficiency in English is mandatory for this international role.

Preferred Skills:

• Spatial Design/Architecture: Experience in physical space design, site planning, or architectural integration.
• Usability Testing & Research: Proficiency in conducting user research, usability testing, and analyzing feedback to inform design decisions.
• Emerging Technologies: Familiarity with current and emerging technologies relevant to customer experience and site operations (e.g., digital signage, IoT).
• International Collaboration: Experience working effectively within multicultural and geographically dispersed teams.
• Additional Languages: Proficiency in German or Dutch is a significant advantage, given the key operational locations.

📝 Enhancement Note: The requirement for a strong portfolio demonstrating "site or spatial design and UX excellence" implies a need for candidates who can translate abstract design principles into tangible, operational realities. Project management is highlighted as critical for driving initiatives, underscoring the operational execution aspect of this design role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 significant projects demonstrating expertise in site experience design, spatial design, or customer journey optimization within physical environments.
• Include case studies that clearly articulate the problem, the design solution implemented, the operational challenges encountered, and the measurable impact on customer satisfaction, site usage, or business objectives.
• Provide examples of design guidelines, UX principles, or brand standards developed and implemented.
• Demonstrate experience in managing design projects, including planning, execution, and stakeholder coordination.
• Highlight any contributions to enhancing accessibility, sustainability, or safety within design projects.

Process Documentation:

• Evidence of developing and documenting design processes, including workflow optimization for site implementation.
• Examples of how feedback loops and usability testing were integrated into design and operational workflows.
• Documentation of how brand consistency and operational standards were maintained across multiple sites or projects.
• Case studies illustrating the process of identifying pain points and implementing improvements in customer-facing operational environments.

📝 Enhancement Note: For this role, the portfolio is crucial. It should not just showcase aesthetic design but also the candidate's ability to manage the operationalization of design concepts, including process implementation, stakeholder alignment, and demonstrable business impact. Emphasize projects where design directly influenced operational efficiency or customer experience outcomes.

💵 Compensation & Benefits

Salary Range: Given the location (Berlin, Germany), experience level (5-10 years), and the nature of the role within a large European energy company, a competitive salary range for a Site Experience Design Manager is estimated to be between €65,000 to €85,000 annually.

📝 Enhancement Note: This estimate is based on industry benchmarks for Design Management and UX roles with significant project and stakeholder responsibilities in major European cities like Berlin. Actual compensation will depend on the candidate's specific experience, qualifications, and negotiation. Vattenfall's compensation structure for contract roles may differ from permanent positions.

Benefits:

• Attractive employment conditions, including smart working options and flexible working hours.
• Emphasis on a good work-life balance.
• Opportunities for personal and professional development, including learning and skill advancement.
• Potential for involvement in cutting-edge projects within the growing E-Mobility sector.
• Contribution to Vattenfall's mission of electrifying industries and transforming life through innovation.
• Exposure to an international and interdisciplinary work environment with strong colleague support ("Ask and Share" concept).

Working Hours:

• Full-time position, typically around 40 hours per week.
• Flexible working hours and smart working arrangements are offered, allowing for a degree of autonomy in managing work schedules and location.

📝 Enhancement Note: The "smart working" and "flexible working hours" are key benefits for operations professionals, allowing for better integration of project work and data analysis with personal life. The emphasis on "good work-life balance" suggests a supportive organizational culture for managing demanding projects.

🎯 Team & Company Context

🏢 Company Culture

Industry: Energy (Electricity and Heat Production/Retail), with a strong focus on E-Mobility and Sustainable Solutions. Company Size: Approximately 21,000 employees globally. Founded: Vattenfall has a history spanning over 100 years, indicating a stable and established organization with a long-term vision.

Team Structure:

• The role is within the Vattenfall E-Mobility international team, working closely with colleagues in Sweden, Germany, and the Netherlands.
• Collaboration will be with local market teams and cross-functional stakeholders, including Business Delivery, Delivery, Digital Solutions & Hardware teams.
• This role likely reports into a senior management position within E-Mobility or Customer Experience.

Methodology:

• Data-driven decision-making and continuous improvement are implied through the focus on usability testing, feedback analysis, and performance metrics.
• A collaborative approach is emphasized through the "Ask and Share" concept and the need for strong cross-functional and international teamwork.
• Design thinking and customer-centricity are core to the role's responsibilities.

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

📝 Enhancement Note: Vattenfall's long history and significant employee base suggest a structured, professional environment. The focus on sustainability and innovation within the energy sector provides a dynamic backdrop for the E-Mobility division, where this role plays a key part in shaping the customer interface.

📈 Career & Growth Analysis

Operations Career Level: This position represents a mid-to-senior level management role within the design and customer experience domain, with significant operational responsibilities. It bridges strategic design vision with practical, site-level implementation and ongoing optimization.

Reporting Structure: The Site Experience Design Manager will likely report to a Head of E-Mobility Operations, Head of Customer Experience, or a similar senior leadership role within the E-Mobility division. Collaboration will be extensive with various delivery and digital teams.

Operations Impact: This role has a direct impact on customer acquisition, retention, and satisfaction by ensuring a positive and seamless experience at E-Mobility sites. Optimizing the "Arrive" phase and overall site usability directly influences customer perception, usage rates, and ultimately, revenue generation for Vattenfall's E-Mobility services.

Growth Opportunities:

• Specialization: Deepen expertise in sustainable design, electric mobility infrastructure, and customer journey optimization within the energy sector.
• Leadership: Potential to lead larger design and implementation teams, or transition into broader operational management roles within Vattenfall E-Mobility.
• International Exposure: Gain extensive experience working across multiple European markets, understanding diverse operational and regulatory landscapes.
• Skill Development: Opportunities to learn about emerging technologies in EV charging, smart city integration, and advanced customer experience platforms.
• Strategic Influence: Contribute to shaping the future of Vattenfall's physical and digital customer touchpoints in a rapidly evolving industry.

📝 Enhancement Note: The role offers a unique blend of creative design leadership and operational execution in a high-growth sector. Growth opportunities are tied to expanding responsibilities in project management, team leadership, and strategic input into Vattenfall's E-Mobility expansion.

🌐 Work Environment

Office Type: Hybrid work model, combining remote work with on-site presence at designated Vattenfall offices. Office Location(s): The role is open to Berlin, Germany; Solna, Sweden; and Amsterdam, Netherlands. This offers flexibility and the opportunity to work in key European markets for Vattenfall.

Workspace Context:

• Access to modern office facilities in Berlin, Solna, or Amsterdam.
• Collaborative workspaces designed to foster teamwork and knowledge sharing, aligning with the "Ask and Share" concept.
• Availability of necessary tools and technology to support design, project management, and remote collaboration.
• Opportunities for regular interaction with diverse, international teams, including site delivery, digital solutions, and hardware specialists.

Work Schedule: Flexible working hours are offered, allowing for effective management of project deadlines and operational tasks while maintaining a healthy work-life balance. This flexibility is crucial for coordinating with international teams across different time zones.

📝 Enhancement Note: The hybrid and flexible work arrangement is a significant draw for operations professionals, enabling them to manage complex project schedules and on-site requirements effectively. The choice of multiple major European cities as potential work locations adds to the role's appeal for international candidates.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: Application review, focusing on resume and portfolio relevance to site experience design, project management, and customer journey optimization.
2. Hiring Manager Interview: A discussion with Pauline Grangeat to assess experience, understand motivations, and evaluate cultural fit with Vattenfall's "Ask and Share" and diversity-focused approach.
3. Portfolio Presentation & Case Study: Candidates will likely be asked to present a selection of their work, detailing specific projects, design decisions, operational implementation strategies, and demonstrated impact. This may include a hypothetical case study related to optimizing a Vattenfall E-Mobility site.
4. Cross-functional Stakeholder Interview(s): Interviews with key stakeholders from Delivery, Digital Solutions, or Business Development to assess collaboration skills and ability to navigate complex stakeholder landscapes.
5. Final Interview/Offer: Potential final discussion with senior leadership and offer extension.

Portfolio Review Tips:

• Highlight Operational Impact: For each project, clearly articulate the business objectives, the operational challenges in implementation, and the measurable outcomes (e.g., improved customer satisfaction scores, increased site utilization, reduced operational friction).
• Showcase Process & Methodology: Detail your approach to design management, user research, stakeholder engagement, and how you ensure brand consistency and adherence to operational standards (safety, accessibility).
• Visual Storytelling: Use high-quality visuals (renderings, photos, diagrams) to illustrate your design work. Explain the rationale behind design choices, connecting them to user needs and business goals.
• International Context: If applicable, highlight projects executed in international or multi-cultural settings, demonstrating your ability to adapt designs and processes to different market needs.
• Conciseness: Be prepared to present your most impactful work efficiently, focusing on the key achievements and learnings.

Challenge Preparation:

• Be ready to discuss how you would approach developing design guidelines for a new Vattenfall E-Mobility charging hub.
• Prepare to outline a strategy for identifying and addressing customer pain points at existing sites, considering both physical and digital elements.
• Think about how you would balance brand consistency with local market needs and regulatory requirements.
• Consider how you would measure the success of site experience design initiatives from an operational and customer satisfaction perspective.

📝 Enhancement Note: The interview process will heavily weigh practical application and demonstrable results. Candidates should prepare to articulate their strategic thinking, project management capabilities, and how they translate design vision into tangible, operational improvements. The portfolio review is a critical component, requiring candidates to present a compelling narrative of their past successes.

🛠 Tools & Technology Stack

Primary Tools:

• Design Software: Proficiency in industry-standard design tools such as Adobe Creative Suite (Photoshop, Illustrator, InDesign), Figma, Sketch, or similar for visual design and prototyping.
• 3D Modeling/CAD Software: Experience with tools like AutoCAD, Revit, or similar for architectural and spatial design aspects.
• Project Management Software: Familiarity with platforms like Asana, Trello, Jira, Monday.com, or Microsoft Project for task management, workflow tracking, and collaboration.
• Collaboration Tools: Expertise in using Microsoft Teams, Slack, Zoom, or similar for communication and virtual meetings.

Analytics & Reporting:

• Analytics Platforms: Familiarity with web analytics tools (e.g., Google Analytics) for understanding digital touchpoint performance and user behavior.
• User Feedback Tools: Experience with survey platforms (e.g., SurveyMonkey, Typeform) and user testing platforms.
• Reporting Tools: Ability to create and present performance reports using tools like PowerPoint, Google Slides, or BI dashboards.

CRM & Automation:

• While not directly managing CRM, understanding how site experience integrates with customer data and CRM systems (e.g., Salesforce, Microsoft Dynamics) is beneficial.
• Awareness of how digital touchpoints on-site might integrate with backend systems or automation workflows.

📝 Enhancement Note: While the role is design-focused, the operational implementation aspect means proficiency in project management tools and an understanding of how design impacts digital touchpoints and customer data systems are essential. The ability to use design software to create clear, actionable guidelines and mockups for implementation teams is paramount.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A strong dedication to understanding and improving the customer experience at every touchpoint.
• Collaboration: Embracing the "Ask and Share" concept, fostering open communication and mutual support within interdisciplinary teams.
• Innovation: Encouraging the introduction of new ideas, technologies, and design concepts to drive progress.
• Efficiency & Optimization: Continuously seeking ways to streamline processes, improve site usability, and enhance operational effectiveness.
• Sustainability: Commitment to integrating environmentally responsible practices and solutions into design and operations.
• Diversity & Inclusion: Valuing diverse perspectives and creating an inclusive environment where all employees have equal opportunities.

Collaboration Style:

• Cross-functional Integration: Actively working with teams across Business Delivery, Delivery, Digital Solutions, and Hardware to ensure cohesive project execution.
• International Teamwork: Effectively collaborating with colleagues in Sweden, Germany, and the Netherlands, navigating cultural nuances and different market perspectives.
• Feedback-Driven: Openness to receiving and giving constructive feedback to continuously improve designs and processes.
• Solution-Oriented: A proactive approach to problem-solving, focusing on finding practical and effective solutions to design and operational challenges.

📝 Enhancement Note: The emphasis on "Ask and Share," diversity, and international collaboration suggests a supportive and progressive work environment. Candidates should demonstrate a willingness to engage actively with colleagues across different functions and geographies to achieve shared E-Mobility goals.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Global Standards with Local Needs: Developing design guidelines that are universally applicable yet adaptable to specific market requirements, regulations, and cultural preferences in Sweden, Germany, and the Netherlands.
• Cross-Functional Alignment: Ensuring seamless collaboration and buy-in from diverse teams (e.g., hardware, digital, delivery) who may have different priorities and operational constraints.
• Implementing New Technologies: Integrating emerging technologies into physical sites while ensuring reliability, user-friendliness, and cost-effectiveness.
• Measuring ROI of Design: Quantifying the impact of site experience design on customer satisfaction, usage, and business outcomes in a tangible way.
• Contract Role Management: Navigating the specifics of a contract role, ensuring clear deliverables and project scope within the defined tenure.

Learning & Development Opportunities:

• Industry Expertise: Deepen knowledge in the rapidly evolving electric vehicle charging infrastructure sector and sustainable energy solutions.
• Design & UX Advancements: Stay at the forefront of design trends, UX methodologies, and emerging technologies impacting customer experience.
• International Project Management: Gain extensive experience managing complex, multi-market projects, honing cross-cultural communication and negotiation skills.
• Operational Strategy: Develop a deeper understanding of the operational complexities of large-scale infrastructure deployment and management.
• Networking: Build a strong professional network within Vattenfall and the broader European energy and mobility sectors.

📝 Enhancement Note: The challenges are inherent to a role bridging design strategy with operational realities in a global corporate setting. Successful candidates will demonstrate adaptability, strong problem-solving skills, and a proactive approach to learning and development in these areas.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you developed and enforced design guidelines for a physical customer-facing environment. What were the key considerations, and how did you ensure adoption by different teams?" (Focus on process, stakeholder management, and operationalization).
• "How would you approach optimizing the 'Arrive' phase of the customer journey at a Vattenfall E-Mobility charging site, considering both digital and physical touchpoints?" (Focus on problem-solving, customer empathy, and cross-functional thinking).
• "Imagine you need to implement a new digital signage system across multiple Vattenfall sites in different countries. What would be your project management and design implementation strategy?" (Focus on project planning, international collaboration, and risk mitigation).

Company & Culture Questions:

• "What interests you about Vattenfall's mission in E-Mobility and sustainability?" (Showcase research and alignment with company values).
• "How do you embody the 'Ask and Share' concept in your previous roles, especially when working in international or interdisciplinary teams?" (Demonstrate collaborative spirit and communication style).
• "How do you ensure diversity and inclusion are considered in your design processes and team interactions?" (Highlight awareness of Vattenfall's DEI commitment).

Portfolio Presentation Strategy:

• Project Selection: Choose 2-3 projects that best showcase your site experience design, project management, and operational implementation skills. Prioritize projects with clear, measurable results.
• Narrative Structure: For each project, clearly state the objective, your role, the challenges (especially operational ones), your solution (design and implementation process), and the impact (quantifiable where possible).
• Visual Aids: Use clear, high-quality visuals. Prepare slides that are easy to read and understand, highlighting key design elements and outcomes.
• Operational Focus: Be prepared to discuss the practicalities of implementation, how you collaborated with delivery or technical teams, and how you ensured the design met operational requirements (e.g., durability, maintenance, safety).
• Q&A Readiness: Anticipate questions about your design rationale, decision-making process, and how you handled any unexpected issues during implementation.

📝 Enhancement Note: Prepare to discuss not just the aesthetics of your designs but also the operational feasibility, stakeholder management, and measurable impact. Demonstrating an understanding of Vattenfall's business context and values will be crucial.

📌 Application Steps

To apply for this Site Experience Design Manager position:

• Submit your application through the provided link on jobs.smartrecruiters.com.
• Tailor your Resume: Highlight experience in design management, UX, project management, and customer experience within relevant industries. Quantify achievements where possible.
• Curate Your Portfolio: Select projects that strongly align with site/spatial design, customer journey mapping, and operational implementation. Ensure it clearly demonstrates your process, challenges, and outcomes.
• Prepare for an Interview: Research Vattenfall's E-Mobility initiatives, sustainability goals, and company values. Practice articulating your experience with specific examples, focusing on operational impact and cross-functional collaboration.
• Review Job Description Thoroughly: Ensure your application and interview responses directly address the key responsibilities and qualifications outlined.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions based on the provided raw data and general industry knowledge. All details, especially regarding salary ranges, specific benefits, and application process nuances, should be verified directly with Vattenfall's recruitment team or hiring manager before making application decisions. The contract nature of this role may have specific implications for benefits and employment terms.