Lead Service Designer (AI/Retail)

Location: Stockholm, Sweden; hybrid with at least 3 days per week from the Stockholm office. The role includes travel for field observation and customer sessions at least four times a year.

Company

hirify.global is a FitTech company using 3D scanning, AI, and machine learning to help footwear brands and retailers match people with shoes that fit.

What you will do

• Observe fitting experiences across specialty stores, self-directed formats, events, and e-commerce.
• Build and maintain current-state service blueprints covering shoppers, frontline staff, store operations, customer headquarters, products, partners, systems, and data.
• Identify operational segments, recurring needs, platform capabilities, and product opportunities with clear owners, evidence levels, and next tests.
• Design and prototype future-state service concepts and collaborate with product, research, data, and analytics teams on measurement.
• Bring field evidence into product planning and work directly with customer organizations, store staff, and executives.
• Use AI agents to support research synthesis, blueprint drafting, documentation, and querying of the shared service model.

Requirements

• 4+ years of service design experience across physical and digital services, ideally in retail or another frontline operational environment.
• Experience with B2B2C or platform contexts and service blueprints covering operations, systems, data, policies, and responsibilities.
• Evidence that research and service maps led to concrete decisions, pilots, or shipped changes.
• Ability to map behind-the-screen and customer-facing experiences and work across product teams, customer organizations, and store staff without direct authority.
• Working fluency with AI tools and agents.
• Ability to work from the Stockholm office at least 3 days per week and travel for field observation and customer sessions at least 4 times per year.

Nice to have

• Experience in retail technology or complex physical-plus-digital operating environments.
• Experience in product organizations with shared discovery and delivery direction.
• Familiarity with instrumentation and measurement design for offline or hybrid journeys.

Culture & Benefits

• English-speaking office with colleagues from more than 20 nationalities.
• Personal learning budget and access to coaching.
• Occupational pension at ITP1 level, options program, and parental pay top-up.
• Flexible public holidays, flexible work hours, and a work-away-from-office policy.
• Wellness allowance and monthly budget for team activities.
• Sponsorship of residence and work permits in Sweden.

Hiring process

• Recruitment interviews may be supported by generative AI, with people involved at every stage.
• All application decisions are made by humans; a portfolio link is required.