Sr. UX Designer, Customer Contact

Who are we?
Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.

We are looking for a Senior UX Designer for Customer Contact to join our Retail Systems UX Team! 
What you'll do
In a new role on a new team, the Senior UX Designer for Customer Contact will redefine what it means to buy a car online as well as how systems that support customers in their ownership experience are designed and used. You'll be part of elevating user experience in collaboration with stakeholders in product and engineering.
You'll help the team see the entire customer communication landscape of Volvo retail and create buying and full-lifecycle experiences for customers that are simple, seamless, and thoughtful.
You'll increase long-term customer engagement by using insights from users' data to personalize their buying experiences and ensure that they are connected and their full range of support and informational needs are met in the process.
You'll also increase customer satisfaction and retention by working to create a self-service customer care and knowledge experience that is as smooth and delightful as the initial buying experience.
You'll advocate for the customer and exceptional design with a high level of craft. You’ll have a hand in creating experiences around web and mobile contact products such as text and video chat, automated responses and smart assistance features, lead capture, and knowledge accessibility. 
You'll increase long-term customer engagement by using insights from users' data to personalize their buying experiences and ensure that they are connected and their full range of support and informational needs are met in the process. You'll also increase customer satisfaction and retention by working to create a self-service customer care and knowledge experience that is as smooth and delightful as the initial buying experience. You'll advocate for the customer and exceptional design with a high level of craft. You’ll have a hand in creating experiences around web and mobile contact products such as text and video chat, automated responses and smart assistance features, lead capture, and knowledge accessibility
Location
Volvo Cars Headquarters in Gothenburg, Sweden (candidates already living in Lund or Stockholm may be able to work in our offices there).
How to learn more and apply
Please note that applications (CVs and Portfolios) via email will not be accepted.

If you upload or (preferably) link to your your public or private online portfolio where you have documented your work and processes, your application will be prioritized.

Who you are
We believe that you are a person who thinks big at the system level and has worked extensively using insights from customer data to inform and personalize user experience in customer-facing online retail, whether that's in automotive or in another data-rich industry like banking/fintech, health and medical, on-demand services, or logistics companies in which shoppers both shop online and in brick-and-mortar stores and continue to deepen their relationship with the brand post-purchase. You are familiar with working with a broad network of stores in diverse locations as well as a variety of purchasing journeys.
We are looking for someone who has many of the following qualities:

* 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. You’re a strong communicator and collaborator with design partners, and other stakeholders from teams such as product, operations, and engineering.
* Strong UX fundamentals and user-centered design practices.
* Data modelling experience within UX, including architectural planning for complex systems.
* 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.
* Experience understanding and designing for web, mobile, and physical environments like stores and cars.
* Two or more years of project leadership involving three or more complex projects.
* A portfolio (or work samples) of relevant past projects.