Sr. UX Designer - Customer Care

Why now?

Volvo Cars is on an ambitious journey to redefine what it means to own a vehicle during a time of rapid change in the transport industry. Volvo Cars is looking to redefine all aspects of the car ecosystem including mobility solutions, autonomous driving, vehicle electrification, sustainability, and digital purchases and engagement. User Experience as a discipline is a key part of Volvo Cars' strategy and the UX organization gathers insights about our users, and redefines and elevates their experience of Volvo's products and services.

We are looking for a Senior UX Designer for Customer Care for the new Retail Systems UX Team, which is part of the larger Volvo Cars' UX Organization, with placement in either Stockholm or Gothenburg. International applicants are welcome, but remote work is not an option. 

What you'll do
In a new role on a new team, the Senior UX Designer for Customer Care on the new Retail Systems UX team will redefine what it means to support customers in their ownership experience of cars, automotive services, and mobility products.

You'll be part of elevating user experience in collaboration with stakeholders in product and engineering to help the team see the entire customer care landscape of Volvo retail and create full-lifecycle experiences for customers that are simple, seamless, and thoughtful. You'll increase long-term customer engagement and customer satisfaction and retention by working to create a customer care and service experience that is as smooth and delightful as the initial buying experience, meeting the customers where they are and work to solve their problems in a coordinated and efficient way.

You'll advocate for the customer and exceptional design with a high level of craft and exceptional service design.

Who you are
You are a person who thinks big at the system level and has worked extensively using customer insights to inform and personalize user experience in customer-facing retail, whether that's in automotive or in another customer-focused retail industry like luxury consumer goods, travel and hospitality, on-demand services, or other relevant fields in which customers are equally interacting with a brand through both online channels and brick-and-mortar stores and face-to-face conversations. You will continue to deepen their relationship with the brand post-purchase through various ownership journeys around the globe. Ideally, you’ve been in UX Design for 8+ years for consumer-focused technology, so you understand all aspects of product architecture, interaction and visual design, and UX research.
Location
Volvo Cars Stockholm or Headquarters in Gothenburg. International Candidates are welcome! We help with relocation. 

How to learn more and apply
For questions about the team, position, and recruitment process, please contact User Experience Lead Recruiter Megan Reif at megan.reif.dyfvermark@volvocars.com

Please note that applications (CVs and Portfolios) via email will not be accepted.

There is no need for a cover letter, but please answer the screening questions and upload or (preferably) link to your your public or private online portfolio where you have documented your work and processes.

The UX Organization is growing and has several roles in the pipeline. If you would like to stay in contact about this as well as future positions, you are welcome to create your career account at Volvo Cars so we can contact you about future roles. Be sure to indicate that you are interested in being contacted about other positions AND that you make your profile available to all Volvo Cars recruiters in your country/region so we can share it with relevant hiring managers.

We look forward to receiving your application!

We believe that you are a person with:
* Strong UX fundamentals and user-centered design practices.
* Service and customer engagement experience within UX, including understanding multiple channels (phone, chat, etc.) where customers may engage with a brand.

* The ability to create a logical, consistent, and elegant structure from messy complexity, and to transition to a scalable set of global systems.
* Experience working with mature design systems, understanding and designing for web, mobile, and physical environments like stores and cars.

* Great communication skills and a collaborator with design partners, and other stakeholders from teams such as product, operations, and engineering, and have leadership experience for complex projects.
* Experience with global retail, customer lifecycles, luxury brands and assets or similar, and managing very large CRM platforms such as Salesforce and multi-channel ticketing tools are big benefits.
* A portfolio (or work samples) of relevant past projects, our recruitment process includes a portfolio presentation, as well as a design exercice.