Job Description

Volkswagen Group Services is a Volkswagen Group company oriented towards working for Group companies worldwide.

We provide services in the areas of production, logistics, data engineering (IT), engineering, consulting, quality, business services, human resources, communication and administrative and financial services. We are focused on our clients’ activities and take responsibility for carrying them out on their behalf.

We are currently hiring a Strategic Service Designer to join our I&E HUB in Lisbon.

Who are we?

At the Innovation & Engineering Hub, we develop bold, market-ready solutions that support Volkswagen Group and its leading brands. Together with TRATON Group’s Global R&D — home to brands like Scania, MAN, International, and Volkswagen Caminhões e Ônibus — we’re building the future of intelligent and sustainable transport. Global R&D focuses on:

• Alternative Drive Systems
• Digitalization
• Automated Driving
• Road Safety

We’re not just manufacturing vehicles — we’re engineering the future of mobility.

What do we do on our team?

The team is responsible to designing end-to-end service experiences that deliver value to both the users and the business. As a Service Designer, you will work collaboratively with cross-functional teams to understand user needs, map customer journeys, and create service blueprints, and prototype and test solutions that guide the development and implementation of new services or the improvement of existing ones. You’ll also help grow service design maturity in an IT automotive environment where the discipline is still new to many stakeholders.

What will your responsibilities be?

• Conduct in-depth user research to understand customer needs, behaviors, and pain points.
• Use a variety of research methods, including interviews, surveys, and usability testing, to gather insights.
• Facilitate brainstorming sessions and workshops to generate creative ideas and solutions.
• Use qualitative and quantitative data to understand user experiences and identify opportunities for improvement.
• Conduct usability testing and iterate on designs based on user feedback and data.
• Develop detailed customer journey maps to visualize the end-to-end user experience.
• Identify key touchpoints, interactions, and moments of truth that impact the overall service experience.
• Create service blueprints that outline the frontstage and backstage processes involved in delivering the service.
• Design service prototypes and test them with users to validate concepts and iterate based on feedback.
• Work closely with product managers, developers, and other stakeholders to co-create service solutions.
• Facilitate workshops and design sprints to drive collaborative problem-solving and innovation.
• Support the implementation of service solutions, ensuring alignment with user needs and business objectives.
• Develop metrics and KPIs to evaluate the effectiveness and efficiency of the service, making adjustments as needed.
• Promote the principles and practices of service design within the organization.
• Provide training and guidance to teams on service design methodologies and tools.

What requirements are we looking for?

• Bachelor’s or Master’s in Service Design, Design, Business, or a related field — or equivalent professional/vocational training in similar areas.
• Proven experience in service design, user-centered design, or a related field.
• Experience with service design tools and methods (e.g. design thinking framewor, service blueprints, journey maps, personas, etc.).
• Proficiency in design software and prototyping tools (e.g., Sketch, Figma, Mural, Adobe Creative Suite, etc.).
• Proactiveness ability to spot collaboration/project opportunities and craft clear value propositions
• Empathy and the ability to work with diverse expertise and mindsets.
• Effective project management and organization ; operational autonomy
• Solid command of service design tools and frameworks.
• Strong analytical, problem-solving and strategic thinking skills.
• Excellent communication and presentation skills.
• Strong written and spoken english skills
• Comfortable in a multicultural, international setting
• Ability to work collaboratively in a team environment.
• Strong project management and organizational skills.

Nice to have:

• Worked in an IT environment close to software engineers or an equivalent ecosystem
• German, Swedish or Portuguese language skills
• Familiarity with Agile practices and tooling (e.g., Jira; knowledge of SAFe/Scrum at a high level).
• Awareness of UI/UX practices and how they intersect with service design.

What We Can Offer

Competitive compensation package

Flexible work hours and hybrid model

Attractive workspace

Employee health care and life insurance

Social benefits and several discounts

Trainings and professional career development

Ref: Level A