Specialist Service Designer

Who we are

Volvo Group Connected Solutions in Greensboro, NC is looking for candidates for the position of Specialist Service Designer. Connected Solutions is a global organization within Volvo Group focused on creating the services of tomorrow. We work at the forefront of connectivity by collecting and analyzing telematics data from over one million Volvo assets. This way we can forecast the future and help customers succeed, while increasing the safety, quality, and sustainability of Volvo Group products. Customer Solutions is the function within Connected Solutions that is responsible for the end user services, from idea to development to production. We work in tight collaboration with the Volvo Group Business Areas and customers. We drive and manage the performance of the services and the business areas’ portfolios throughout product lifecycles. Together with our stakeholders, we create value through fantastic user experience and business enhancing services and products. 

Who are you?

You are a highly experienced and self-driven Service Designer with over six years of experience, specializing in bridging the gap between user-centric design and strategic business objectives. With a strong background in management consulting and/or strategic design, this individual excels at identifying and solving complex organizational challenges, ensuring that service solutions are not only desirable for users but also commercially viable and profitable. They are a proven leader in orchestrating organizational change and driving customer-centric transformation. 

Core Competencies & Skills 

• Strategic Service Design: The ability to move beyond individual touchpoints to design and implement holistic, end-to-end service experiences. This includes service blueprinting, customer journey mapping, and ecosystem analysis to understand the complete user and organizational context. 
• Business Acumen & Service Viability: A deep understanding of business operations, gained from management consulting. Key skills include business model innovation, market analysis, and financial modeling. This person is adept at designing viable and profitable digital services, defining and tracking Key Performance Indicators (KPIs) to measure success and demonstrate clear ROI. They can confidently translate user needs into a compelling business case. 
• User-Centric Research & Synthesis: Mastery of a wide range of qualitative and quantitative research methods to uncover latent needs. They possess an exceptional ability to synthesize complex research findings into actionable insights that pinpoint core customer problems and motivations. 
• Jobs To Be Done (JTBD) Expertise: Deep understanding and practical application of the Jobs To Be Done framework to identify the fundamental 'job' a customer is trying to accomplish. This approach shifts the focus from demographics to motivations, leading to more innovative solutions that address real, underlying needs. 
• Driving Customer Experience (CX) Transformation: Proven ability to lead and drive significant Customer Experience change within an organization. This involves developing CX strategy, establishing governance, and championing a customer-first mindset across all departments to create a truly integrated and seamless experience. 
• Orchestration of People & Projects: Exceptional skills in orchestrating cross-functional teams, stakeholders, and complex projects. This individual excels at aligning diverse groups around a shared vision, managing complex workstreams, and ensuring that strategic service initiatives are implemented effectively and efficiently from concept to launch. 
• Design Thinking & Facilitation: Expertise in leading and facilitating workshops and co-creation sessions using Design Thinking methodologies. This person is skilled at guiding diverse groups of stakeholders—from C-suite executives to frontline employees—through the creative problem-solving process, fostering collaboration and ensuring buy-in. 
• Self-Managing & Proactive: A highly autonomous professional who can take ownership of complex projects from inception to completion. They are driven, resourceful, and capable of navigating ambiguity, defining project scopes, managing timelines, and delivering results with minimal oversight. 
• Stakeholder Management & Communication: Excellent communication and presentation skills. They are adept at building relationships and influencing senior stakeholders, clearly articulating the value of service design and presenting complex concepts in a clear, persuasive manner. 
• Mentorship & Team Leadership: Acts as a mentor to junior designers and team members, promoting design best practices and fostering a culture of user-centricity within the organization. They can lead cross-functional project teams, ensuring alignment and a shared vision. 

Ready for the next move?

Are you excited to bring your skills and disruptive ideas to the table? We can’t wait to hear from you. Apply today!