Digital & IT

Service Design Lead

Gothenburg, Sweden

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Service Design Lead

Let us describe the challenge we offer

The Service Design Lead role is part of the Strategy team within the Digital Strategy & Transformation domain. The domain is primarily focused on improving effect and efficiency in the Digital organization by both strategic directions, transformation and supporting efficient operations.

Service Design Lead is a driving force in creating a user centric culture and processes that are used across the digital department. The role is coaching and coordinating the Service Design and UX competence across all digital domains. Always striving to deliver exceptional customer and business results by understanding the needs of future and current customers and users. The Lead service designer is a senior trusted advisor across all departments and is appreciated by senior colleagues for breaking down and simplifying complex challenges, proactively takes on responsibilities and creates actionable results.


What you'll do

  • Being Digital´s representative in Customer pulse forums and similar. Actively taking responsibility for actions to mitigate customer pain-points from Digital´s capabilities and beyond if needed
  • Safeguarding user insights, analytics and user centricity in Digital’s ways of working and processes
  • Guides and coaches Service designers and UX/UI designers across the digital domains
  • Responsible for ensuring the digital product areas and digital teams follow best practices of UX and interaction design
  • Master the tools of service design (journey mapping, service blueprints, prototyping etc) to be used in the smartest way to minimize time from ideation to feedback by users. If needed roll up one’s sleeves and create prototypes and interaction designs in the process
  • Coordinates Customer insight initiatives together with CX department, manages "Insight debt backlog" and coordinates initiatives to fill insight gaps
  • Ensures the Digital domains has access to the latest user insights and tools, so that the teams can focus on the holistic processes of the users, their needs, behavior, attitudes and expectations connected to the organization's business
  • Building alliances with teams outside Digital, like Strategy, CX, Brand & Marketing teams to always stay up to date on how the Polestar strategy and brand is developing
  • Establish a network of partners and freelances to be able to scale capacity and expertise on a short notice to meet demand from organization


Who you are

    We are looking for you who comes across as senior and trustworthy by stakeholders and peers, is approachable, and naturally creates trust in relationships. You are curious and able to understand the other parties’ drivers, intentions and needs. You are a strategic doer with a very curious mindset, seeking to go outside the comfort zone. Your strengths include communication, storytelling and presentation techniques, forming alliances and bringing together multiple stakeholders, both internal and external. You are able to embrace complexity, simplify and deliver credible suggestions on how to take actions and deliver on strategic goals.

    To be successful in this role, we believe you have:

    • Master’s degree of relevant education in Service Design, HMI, Interaction design, Industrial design, or similar
    • Experience from agency side with Service Design related deliveries to paying customers. Experience of being responsible for growing Service Design and Interaction design related business on international accounts and achieving repeat sales. Experience of building and growing a Service Design capability and competence on agency side.
    • Long experience from coaching and mentoring service designers and UX/UI designers
    • Own hands-on interaction design experience and broad background with user research; planning, execution and analysis. Strong understanding for mapping service experiences of customers to provide insights for human-centered design outcomes
    • Experience in translating verbal ideas and brainstorming sessions into visual concepts and prototypes to get user feedback as fast as possible. Designing, building, and setting usability tests for service and product prototypes, working from sketches into quick prototypes that can be iterated with feedback
    • Experience co-designing with customers, engineers, product managers, and other stakeholders to deliver human-centered, end-to-end solutions that meet needs of customers
    • Strong sense of ownership and proactively advocates for the end-user
    • Excellent spoken and written English, in formal documents, briefs, letters, emails and other communications
    • Good understanding of the dynamics both around in-house development organizations and commercial partners as well as of the steering mechanisms of large corporations and achieve results
    • Passion about problem solving through design and sees value in taking an iterative design approach
    • Excellent problem-solving, planning, analytical and organizational skills with attention to detail
    • Ability to lead with vision, patience and persistence while empowering others to fail, learn, and grow  


    Is this you? If you are interested in joining the Polestar family, don't wait with submitting your application. We apply a continuous selection process and the job post will be open until the position is filled.

      Are you ready for the journey? Which is electric by the way...

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