TG_B84906999

We are looking for a senior CX Designer
Short project description of the project:
This role will be working closely with Volvo Penta Customer Experience lead. Main focus will be on introducing Volvo Penta in the way of working of building the customer journey framework and systematically manage the customer experience. The project requires experience from similar assignments including craftig a toolbox for key commercial segments, contextualizing customer insights in this framework to make them actionable and implementing journey management in large complex organizations with multiple stakeholders.
We are looking for a person that is comfortable and skilled in analysing customer research and communicating both verbally and visually with different stakeholders. 
Required qualifications:

• 8+ years of working with customer experience, customer journeys, customer research and service design in Volvo Group and/or B2B context – with a complexity of multiple stakeholders


• Experienced in working and leading teams within customer journey management from a holistic view.
• Excellent communication and presentation skills, with the ability to effectively convey complex information to stakeholders at all levels.

• Ability to collaborate with cross-functional teams, influence stakeholders and support to enable alignment toward customer-centric goals.

• Working with refining raw customer research data related to customer satisfaction (qval /qvant) in to actionable insights

• Knowledge of framework/tools like TheyDo and methods for measuring customer experience and customer journeys.

• Ability to build customer journey frameworks i.e. structure customer insights, metrics, pain points, outcomes, opportunities and solutions into a standardized structure.

• Ability to prepare, lead and co facilitate cx and journey management workshops

• Fluent in English business language. 
Previous experience
- Required:

• Relevant education and documented work experience.

• Experience in change management towards journey management way of working

• Experience in connecting customer journeys and insights to business goals, business impact, strategic goals and customer satisfaction.
• Experience in working with transforming research output (qualitative and quantitative ) to actionable insights

• Experience in working with impact mapping and customer experience
Personal skills we value
Open minded and curious, business minded, kind, communicative, proactive, comfortable with taking responsibility.
 
CV
Required.
 
Location: 
Volvo Penta in Lundby and Volvo Group Design Studio at Lindholmen
 
Scope:
40-50%

Time:
April-Dec 2025