Service Designer and Competence Lead to H&M Group i Stockholm

Are you driven by the human-centered design approach? Do you want to take part in shaping the customer experience of future retail? Are you a strong team player who believes in collaboration and exploration as key for success? If the answer is “Oh, yes!”, then this opportunity might be something for you. We are now looking for an experienced Service Designer and Competence Lead to join our support function Innovation & Incubation at H&M Group.

The H&M group is on an exciting journey to meet and exceed our customers' expectations today, tomorrow and in the future. Rapid technological development and new customer behaviours are transforming the fashion retail industry. To cater the individual needs and desires of our millions of customers, Business Tech delivers technological solutions for the entire value chain for all our brands.  

We continuously surprise and delight our customers and accelerate our business - by releasing the power of people, data and technology. We explore new ways of working, have a customer focused mindset, embrace our strong values and release the power of our people to innovate and develop products that make a meaningful impact to customers all over the world.

We are now hiring for an experienced Service Designer and inspiring leader with a passion for people and human-centered design, eager to drive the agenda of creating the future customer experience and business helping H&M Group to reach our goals.

You will work in the supporting function Innovation & Incubation as the Competence Lead for Service Designers where you’ll have a dual focus; working hands-on as a service designer in a team, combined with a leadership focus where you are the staff responsible for a group of service designers within and outside your closest team. You will be a key enabler for the agile way of working making sure your team has the best circumstances to develop and grow within the field of human-centered design.

As a member of Innovation & Incubation you will be on an exciting journey, to explore, co-create and validate future concepts and experiences together with customers and colleagues.

 As a Leader…

• You have a passion for people, coaching and engaging your colleagues.
• You are a true role model and an inspirational and collaborative leader.
• You nurture a creative and effective work environment for your colleagues.
• You have staff responsibility for the Service Design colleagues within the function. This responsibility includes supporting colleagues in their development journey, having salary dialogues and annual reviews as well as attract and recruit future colleagues.
• You will be part of the competence leadership within Innovation & Incubation.
• As a competence lead you play an important part in following and implementing the H&M Groups vision, goals and strategies into the field of human-centered design.
• Together with the group of Service designers, take collective ownership for developing the competence area going forward (eg. skills, methods, tools and WoW).

As a Service Designer...

• You aim to deliver exceptional customer value by connecting the business challenge to the people we are designing for.
• You focus on designing the customer experience as a whole – tying together human, digital and physical interactions and how they integrate with the ecosystem of the business.
• You will surface problem areas but also opportunity areas by understanding the customer experience and to design for the most impactful moments.
• You will apply design thinking to both concrete and strategic challenges.
• You create the right conditions for co-creation and innovative processes through collaboration, workshops and visualization.
• You deliver concepts that meet end-users' needs and business goals. 
• You drive desirability validation during early stages of problem/ solution fit and product/ market fit. 
• You support the team to navigate ambiguity (especially early explorations) by defining clear frameworks & ways of working. 
• You collaborate with business challenge owners to support finding relevant direction by leaning on the human-centered design approach. 
• You’re always an ambassador for the end customer view & designer’s mindset. 
• You coach and share design thinking best practices. 

 Your background

Our journey will lead to something new and exciting - we will test, fail and learn. You will be an important player in this transformation; therefore, we believe you are flexible, prestigeless, collaborative and hands on and able to work in an environment that is not yet formalized. We also believe that you…

• Have a relevant degree in design and/or business and/or extensive work experience connected to the field.
• Have at least 5 year’s work experience and previous leadership responsibility.
• Have experience of being part of cross functional teams.
• Are an engaging communicator with a strong ability to simplify the complex and make things tangible, whether it’s a strategy, concept or insight.
• Have servant leadership and is a strong self leader that knows when to lead and when to follow for the best result of the team.

Make sure you capture this opportunity to be part of changing the fashion business globally!

This is a fulltime position with placement in Stockholm. Please apply with CV and Cover Letter (English) as soon as possible but no later than October 10th. For questions you are welcome to contact Anna Ekeroth at

The selection process will involve HR, Business Tech leaders and senior stakeholders from relevant business functions. We are looking forward to your application! 

We are on an exciting journey to meet and exceed our customers' expectations today, tomorrow and in the future. Rapid technological development and new customer behaviours are transforming the fashion retail industry. To cater the individual needs and desires of our millions of customers, Business Tech delivers technological solutions for the entire value chain for all our brands. The best ideas evolve when great minds with different perspectives get together. We’re all on the same team in a global environment and we learn from each other. There are endless opportunities to grow – your development is all up to you! We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users.