Site Experience Design Manager

📍 Job Overview

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

🚀 Role Summary

• Oversees the strategic design and implementation of customer experience across Vattenfall's physical and digital sites, ensuring brand consistency and operational efficiency.
• Drives the evolution of on-site design guidelines and UX principles to enhance customer journeys, focusing on seamless physical and digital touchpoints.
• Manages cross-functional projects to deliver innovative site experiences, incorporating accessibility, sustainability, and emerging technologies.
• Collaborates with international market teams to ensure design vision translates into tangible site improvements and supports business objectives.
• Utilizes data from usability testing and customer feedback to continuously optimize site usability and engagement.

📝 Enhancement Note: This role, while titled "Site Experience Design Manager," has significant operational implications. It requires a blend of creative design leadership and disciplined project/program management to ensure consistent, high-quality customer experiences across multiple international locations. The focus on "operational efficiency" in site design, "driving site growth," and coordinating with "Business Delivery" and "Digital Solutions & Hardware" teams highlights its GTM and operations-adjacent nature.

📈 Primary Responsibilities

• Design Guideline Development & Enforcement: Own, maintain, and evolve comprehensive on-site design guidelines and User Experience (UX) principles for all customer touchpoints, ensuring they align with Vattenfall's brand identity and strategic objectives.
• Customer Journey Optimization: Design and implement solutions that enhance the critical "Arrive" phase of the customer journey, selecting appropriate design packages based on commercial opportunities and market-specific needs.
• Cross-Functional Project Leadership: Lead the implementation of design guidelines for new site developments and upgrades, coordinating effectively with international teams including Business Delivery, Delivery, Digital Solutions & Hardware, and local market stakeholders.
• Brand Consistency & Compliance: Safeguard brand consistency in visual identity and user experience across all markets, ensuring compliance with safety, accessibility, and sustainability standards.
• Innovation & User-Centric Design: Introduce forward-thinking design concepts and emerging technologies to improve site usability and engagement, conducting usability testing and analyzing feedback to continuously refine designs.
• Site Growth & Satisfaction: Drive site growth and enhance customer satisfaction by delivering seamless, engaging, and functional site experiences that support business goals.
• Pain Point Identification & Resolution: Proactively identify customer pain points at physical sites through close collaboration with local teams and propose actionable design improvements.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic design thinking and tactical execution, common in roles bridging creative and operational functions. The focus on "Arrive" phase optimization, "driving site growth," and coordinating with "Delivery" and "Digital Solutions & Hardware" teams indicates a need for strong operational planning and execution capabilities, beyond pure design.

🎓 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 strong plus.

Experience:

• Proven experience in design management, with a demonstrated ability to lead and implement design strategies.
• Experience within retail, mobility, customer experience environments, or similar customer-facing industries is highly desirable.
• Demonstrated success in managing projects from conception through to implementation, ideally in an international context.

Required Skills:

• Design Management: Expertise in overseeing design processes, managing design teams or projects, and developing design strategies.
• User Experience (UX) Design: Strong understanding of UX principles, user-centered design methodologies, and customer journey mapping.
• Project Management: Proficient in leading complex projects, managing timelines, budgets, and resources across multiple stakeholders and geographies.
• Cross-Functional Collaboration: Ability to effectively partner with diverse teams, including business delivery, digital solutions, hardware, and local market representatives.
• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate design concepts clearly and influence stakeholders.
• Brand Consistency: A keen eye for maintaining brand identity and visual standards across all touchpoints.
• Usability Testing: Experience in planning and conducting usability tests and analyzing results to drive design improvements.
• Accessibility & Sustainability: Knowledge of and commitment to incorporating accessibility and sustainability standards into design solutions.

Preferred Skills:

• Spatial Design/Architecture: Familiarity with physical space design, site layout, and the integration of digital elements within physical environments.
• Emerging Technologies: Awareness of and ability to integrate relevant emerging technologies into site experiences.
• International Project Experience: Experience managing projects and collaborating with teams across different countries and cultures.
• Fluent in Additional Languages: Proficiency in Swedish, Dutch, or German would be advantageous.

📝 Enhancement Note: The emphasis on a "strong portfolio demonstrating site or spatial design and UX excellence" is critical for this role. Candidates should prepare to showcase projects that highlight their ability to translate design vision into tangible, operationalized site experiences, demonstrating impact on customer satisfaction and business outcomes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Site/Spatial Design Case Studies: Showcase a minimum of 2-3 detailed case studies demonstrating experience in designing physical spaces, retail environments, or customer-facing sites. Highlight the problem, your design process, solutions implemented, and measurable outcomes.
• UX & Customer Journey Mapping: Include examples of how you've mapped and improved customer journeys, with a focus on identifying and resolving pain points at key interaction points (e.g., arrival, on-site navigation, service interaction).
• Design Guideline Development: Present an example of design guidelines or frameworks you have developed or managed, illustrating your approach to ensuring brand consistency, usability, and compliance.
• Cross-Functional Project Delivery: Demonstrate projects where you successfully managed the implementation of design solutions across multiple teams, highlighting your coordination and stakeholder management skills.

Process Documentation:

• Design Implementation Workflows: Be prepared to discuss your process for taking design concepts from ideation through to successful on-site implementation, including phases for planning, stakeholder alignment, vendor coordination, and execution.
• Feedback & Iteration Cycles: Detail your methodology for gathering user feedback (e.g., usability testing, surveys, direct observation) and integrating it into iterative design improvements.
• Compliance & Standards Integration: Explain how you ensure design solutions adhere to safety, accessibility, and sustainability standards throughout the project lifecycle.

📝 Enhancement Note: Given the operational nature of this role, candidates are expected to present a portfolio that not only showcases creative talent but also demonstrates a structured, process-driven approach to design implementation and project management. Quantifiable results and ROI will be highly valued.

💵 Compensation & Benefits

Salary Range:

• For Berlin, Germany: Based on typical mid-senior level Design Management and UX roles with international project scope, a competitive salary range is estimated between €60,000 - €85,000 annually.
• For Solna, Sweden: Estimated range between SEK 650,000 - SEK 900,000 annually.
• For Amsterdam, Netherlands: Estimated range between €60,000 - €85,000 annually.

📝 Enhancement Note: These salary ranges are estimates for a "Contract" role in these locations, considering the experience level (5-10 years), the international scope, and the hybrid work arrangement. Actual compensation will depend on the specific contract terms, Vattenfall's internal banding for contract roles, and the candidate's qualifications and negotiation. The "Contract" employment type implies that benefits might differ from permanent roles and could be managed through an external agency or direct contract with Vattenfall.

Benefits:

• Smart Working & Flexible Hours: Vattenfall offers attractive employment conditions including options for smart working and flexible working hours, promoting a good work-life balance.
• Professional Development: Opportunities for personal and professional growth are available, encouraging continuous learning and skill enhancement.
• Interdisciplinary Teams: Work within collaborative, interdisciplinary teams where knowledge sharing and support are encouraged.
• International Exposure: Opportunity to work in a challenging, international environment with colleagues from various European markets.
• Attractive Employment Conditions: While specific benefits for contract roles may vary, Vattenfall generally aims to provide competitive overall compensation and working environment.

Working Hours:

• Approximately 40 hours per week, with flexibility offered through Vattenfall's smart working policies. The hybrid model allows for a balance between office-based collaboration and remote work.

📝 Enhancement Note: The "Contract" employment type suggests that standard Vattenfall benefits may not fully apply. Candidates should clarify the specifics of benefits, such as paid time off, health insurance, and retirement contributions, directly with the hiring manager or recruiter.

🎯 Team & Company Context

🏢 Company Culture

Industry: Energy (Electricity & Heat Production and Retail) Company Size: Large (approx. 21,000 employees globally) Founded: Vattenfall has a history of over 100 years, emphasizing innovation and transformation in the energy sector.

Company Description: Vattenfall is a leading European energy company with a strong focus on electrifying industries, powering homes, and driving innovation. They are committed to sustainable energy solutions and are actively expanding their role in areas like E-Mobility.

Team Structure:

• E-Mobility Focus: This role sits within the E-Mobility team, a crucial part of Vattenfall's long-term strategy, working across Sweden, Germany, and the Netherlands.
• Cross-Functional Collaboration: Expect to collaborate closely with local market teams, Business Delivery, Delivery, Digital Solutions & Hardware teams, and potentially external partners.
• International Environment: The team operates in an international setting, requiring strong communication and adaptability across different cultures.

Methodology:

• Customer-Centric Approach: The role emphasizes understanding and improving the customer journey, particularly the "Arrive" phase at physical sites.
• Data-Driven Design: Decisions are informed by usability testing, customer feedback, and analysis of commercial opportunities.
• Innovation & Best Practices: The team aims to introduce forward-thinking concepts and maintain high standards through design guidelines and UX principles.
• "Ask and Share" Concept: Vattenfall promotes a culture of mutual support and knowledge exchange among colleagues.

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

📝 Enhancement Note: Vattenfall's strong commitment to sustainability and innovation, coupled with its large, established presence in the energy sector, provides a stable yet forward-looking environment. The E-Mobility division is a growth area, offering opportunities to shape the future of electric vehicle charging infrastructure.

📈 Career & Growth Analysis

Operations Career Level: This position is positioned at a mid-to-senior level, requiring significant experience in design management and UX, with a strong project execution component. It bridges creative strategy with operational implementation expertise.

Reporting Structure: While not explicitly detailed, the role likely reports into a senior leadership position within the E-Mobility division, possibly a Head of E-Mobility Experience or a similar strategic operations/customer experience lead. You will be expected to coordinate with various department heads and local market managers.

Operations Impact: The role directly impacts customer satisfaction, brand perception, and the operational efficiency of Vattenfall's charging sites. By optimizing the physical and digital customer journey, it contributes to increased site usage, customer loyalty, and ultimately, the success of Vattenfall's E-Mobility business line.

Growth Opportunities:

• Specialization in E-Mobility CX: Deepen expertise in the unique customer experience challenges and opportunities within the rapidly growing electric mobility sector.
• International Project Leadership: Gain extensive experience managing complex, multi-market design and implementation projects within a large, established energy corporation.
• Strategic Design Influence: Contribute to shaping the future of Vattenfall's physical customer touchpoints and digital interfaces, influencing strategic decisions on site development and customer engagement.
• Potential for Permanent Role Conversion: While initially a contract position, exceptional performance may open doors for permanent opportunities within Vattenfall's expanding E-Mobility or related departments.
• Skill Expansion: Opportunity to develop skills in areas like architectural integration, digital hardware interfaces, and advanced UX research within a practical, real-world context.

📝 Enhancement Note: This role offers a unique opportunity to combine design leadership with tangible operational impact in a critical growth area for a major European utility. The international scope and cross-functional nature provide a rich environment for skill development and career advancement.

🌐 Work Environment

Office Type: Hybrid work model, allowing for a blend of remote work and in-office collaboration. Office Location(s): The role can be based in Solna, Sweden; Amsterdam, Netherlands; or Berlin, Germany. These are Vattenfall's key operational hubs.

Workspace Context:

• Collaborative Hubs: The office locations are likely equipped with modern collaborative spaces designed to foster teamwork, brainstorming, and cross-functional meetings.
• Technology & Tools: Expect access to standard office technology and potentially specialized design and project management software, supporting the hybrid work model.
• International Team Interaction: Opportunities to connect with a diverse, international team, both virtually and in person during key project phases or team gatherings.

Work Schedule:

• Standard full-time hours (approx. 40 per week) with flexibility. The hybrid arrangement is designed to accommodate personal needs while ensuring effective team collaboration and project delivery.

📝 Enhancement Note: The hybrid nature of the role requires strong self-discipline and proactive communication. Candidates should be comfortable managing their time effectively, both independently and as part of a distributed team, ensuring seamless collaboration across different locations and time zones.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A recruiter or hiring manager will review your application and CV, assessing your alignment with the core requirements and experience.
2. Portfolio Review & Discussion: You will likely be asked to present your portfolio, focusing on relevant case studies in site/spatial design, UX improvement, and project management. Be prepared to discuss your design process, decision-making rationale, and project outcomes.
3. Experience & Behavioral Interview: Expect questions about your past experience in design management, stakeholder collaboration, international project execution, and problem-solving scenarios. Behavioral questions will assess your fit with Vattenfall's culture, particularly the "Ask and Share" concept, and your approach to managing ambiguity.
4. Cross-Functional Stakeholder Interview: You may meet with representatives from departments you'll collaborate with (e.g., Business Delivery, Digital Solutions) to assess your ability to work effectively in a cross-functional environment.
5. Final Interview: A discussion with the hiring manager or a senior leader to finalize the assessment, discuss contract terms, and confirm suitability.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio logically, perhaps by project type (Site Design, UX Improvement, Process Development) or by key skill demonstrated.
• Quantify Achievements: For each case study, clearly articulate the problem, your role, the solution, and, most importantly, the measurable results (e.g., improved customer satisfaction scores, increased site usage, cost savings, efficiency gains).
• Highlight Process & Collaboration: Emphasize your design process, how you incorporated user feedback, and how you managed stakeholder expectations and cross-functional collaboration.
• Visual Storytelling: Use high-quality visuals (mockups, site plans, photos) to illustrate your work. Ensure clarity and conciseness in your descriptions.
• Tailor to the Role: Select projects that best demonstrate your experience in physical/spatial design, customer journey optimization, and international project management as relevant to Vattenfall's E-Mobility context.

Challenge Preparation:

• Scenario-Based Questions: Be ready for questions that present hypothetical scenarios related to site design challenges, conflicting stakeholder needs, or implementing new technologies in existing sites.
• Design Thinking Application: Practice articulating how you would approach a new site design project from scratch, including research, ideation, prototyping, and implementation phases.
• Operational Constraints: Consider how you would balance creative design aspirations with operational constraints such as budget, timelines, safety regulations, and existing infrastructure.

📝 Enhancement Note: The interview process will likely assess not only your design skills but also your project management capabilities and your ability to operate effectively within a large, international, and hybrid work environment. Demonstrating a clear understanding of how design translates into operational success will be key.

🛠 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.
• UX/UI Tools: Experience with tools for wireframing, user flow mapping, and usability testing platforms (e.g., Miro, Mural, Axure, UserTesting.com).
• Project Management Software: Familiarity with tools like Asana, Jira, Trello, Microsoft Project, or similar for task management, timeline tracking, and resource allocation.
• 3D Modeling/CAD Software (Potentially): Depending on the depth of spatial design involvement, experience with tools like AutoCAD, Revit, or SketchUp could be beneficial.

Analytics & Reporting:

• Customer Feedback Platforms: Experience with tools for collecting and analyzing customer feedback (e.g., survey tools, NPS platforms).
• Web/App Analytics (if applicable): Understanding of how to interpret data from digital touchpoints, even if the primary focus is physical sites.

CRM & Automation:

• While not directly CRM-focused, an understanding of how physical site experiences integrate with digital customer relationship management and automated communication flows would be advantageous.

📝 Enhancement Note: While the job description doesn't list specific tools, candidates should be prepared to discuss their proficiency with common design, UX, and project management software. Highlighting experience with tools that facilitate collaboration in a hybrid and international setting (e.g., Miro, Figma) would be a strong advantage.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and improving the customer experience at every touchpoint, ensuring satisfaction and loyalty.
• Efficiency & Optimization: A drive to create streamlined processes and functional designs that enhance operational efficiency and resource utilization.
• Collaboration & Knowledge Sharing: Embracing the "Ask and Share" concept, valuing teamwork, open communication, and mutual support across diverse teams.
• Innovation & Continuous Improvement: A forward-thinking mindset, seeking new solutions and technologies to enhance experiences and stay ahead of industry trends.
• Sustainability & Responsibility: Commitment to integrating sustainable practices and ensuring accessibility in all design and operational decisions.

Collaboration Style:

• Cross-Functional Integration: Actively seeking opportunities to work with and understand the needs of various departments (Business Delivery, Digital Solutions, Hardware, local markets) to ensure holistic solutions.
• Open Communication: Fostering an environment where ideas can be freely exchanged, feedback is constructive, and potential issues are addressed proactively.
• Data-Informed Decision Making: Utilizing data from user research, testing, and performance metrics to guide design choices and operational improvements.
• Adaptability & Agility: Being flexible and responsive to changing market needs, technological advancements, and project requirements in a dynamic international environment.

📝 Enhancement Note: Vattenfall's emphasis on "Ask and Share" suggests a culture that values transparency and mutual support. Candidates who can demonstrate a proactive, collaborative approach and a commitment to continuous learning will likely thrive here.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Global Standards with Local Needs: Developing design guidelines that are universally applicable yet sensitive to the unique requirements and cultural nuances of different markets (Sweden, Germany, Netherlands).
• Implementing Physical Design in Diverse Sites: Navigating the complexities of upgrading or designing experience for a variety of physical charging site locations, each with its own constraints and opportunities.
• Cross-Market Coordination: Effectively managing communication and execution across multiple international teams with potentially different working styles and priorities.
• Integrating Digital & Physical Experiences: Ensuring a seamless handover and consistent experience between the digital touchpoints (e.g., app, website) and the physical site interactions.
• Adoption of New Technologies: Staying abreast of and integrating emerging technologies to enhance site experience while ensuring reliability and scalability.

Learning & Development Opportunities:

• E-Mobility Sector Expertise: Develop deep knowledge of the electric vehicle charging industry, its customer needs, and future trends.
• International Project Management: Gain hands-on experience managing complex, multi-stakeholder projects across European borders.
• Strategic Design Leadership: Influence the strategic direction of Vattenfall's customer experience in a key growth area.
• Sustainability & Accessibility Standards: Deepen expertise in implementing these critical standards in practical, large-scale applications.
• Cross-Cultural Communication: Enhance skills in working effectively with diverse international teams and stakeholders.

📝 Enhancement Note: This role presents a significant opportunity to tackle complex, real-world challenges in a rapidly evolving industry. The growth potential lies in developing specialized expertise and leadership skills within a global energy leader.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for developing and implementing site-specific design guidelines across multiple international markets. How do you ensure both global consistency and local relevance?" (Focus on phased approach, stakeholder engagement, feedback loops).
• "Walk us through a project where you successfully optimized a customer journey, particularly the 'arrival' phase. What were the key pain points, your proposed solutions, and the measurable impact?" (Prepare a detailed case study from your portfolio).
• "How would you approach introducing a new technology, such as enhanced digital signage or interactive kiosks, at Vattenfall's charging sites? What factors would you consider for implementation and user adoption?" (Discuss research, pilot programs, cross-functional collaboration).

Company & Culture Questions:

• "What interests you about Vattenfall and our E-Mobility division specifically?" (Research Vattenfall's sustainability goals, innovation in energy, and the growth of electric mobility).
• "How do you embody the 'Ask and Share' concept in your work? Provide an example of how you've collaborated with or learned from colleagues in a cross-functional or international setting." (Highlight teamwork, knowledge sharing, and proactive support).
• "How do you measure the success of site experience design initiatives beyond purely aesthetic considerations?" (Focus on metrics like customer satisfaction, site usage, efficiency, brand perception, ROI).

Portfolio Presentation Strategy:

• Concise Storytelling: For each case study, clearly articulate the problem, your role, the solution, and the quantifiable results. Aim for 3-5 minutes per case study.
• Process Visualization: Use diagrams, flowcharts, or timelines to illustrate your design and project management processes.
• Highlight Collaboration: Explicitly mention how you worked with different teams (e.g., Delivery, Digital, local markets) and managed their input and expectations.
• Address Constraints: Be prepared to discuss how you navigated budget, timeline, and technical limitations in your projects.
• Ask Insightful Questions: Prepare thoughtful questions about Vattenfall's current site experience, future plans for E-Mobility, team dynamics, and the role's strategic priorities.

📝 Enhancement Note: Your portfolio is your primary tool. Practice presenting it smoothly, focusing on demonstrating not just creative vision but also operational rigor, project management skills, and a clear understanding of Vattenfall's business objectives in the E-Mobility space.

📌 Application Steps

To apply for this operations-adjacent design management position:

• Submit Your Application: Apply through the provided link on the Vattenfall careers portal. Ensure your CV is tailored to highlight relevant experience in design management, UX, and project management within international or customer-facing environments.
• Curate Your Portfolio: Select 2-4 of your strongest case studies that best represent your skills in site/spatial design, UX optimization, and cross-functional project delivery. Quantify results wherever possible.
• Prepare Your Presentation: Practice presenting your portfolio, focusing on clear, concise storytelling that emphasizes your process, collaboration, and impact. Be ready to discuss your approach to operationalizing design.
• Research Vattenfall E-Mobility: Understand Vattenfall's strategy in electromobility, their current charging infrastructure presence, and their commitment to sustainability and customer experience.
• Craft Your Narrative: Be ready to articulate why you are a strong fit for this hybrid design and operational role, emphasizing your ability to balance creative vision with practical implementation and international collaboration.

⚠️ 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.