Customer Journey Mini-Journey Lead

The Cloud Native Customer Journey team is now looking for a mini-journey leader. The mission of the team is to build the best possible customer experience and improve Ericsson's operation excellence by digitalizing the full e2e customer journey from sales to delivery and LCM. The first mini-journey in this is called Select-to-Order. It covers all the steps from the customer issuing RFP to the customer sending a purchase order. The team is doing business analysis and services design on this flow, and turning that into a development roadmap. The ambition is to enable extremely fast offer creation for cloud-native products, by digitalizing the workflow.

A day in the life of Select to Buy Mini Journey Lead:
design and lead the journey to reach to wanted position in terms of Customer Experience, Employee Experience, and operational efficiency.
deliver the scope of a MVP and improve a specific OKR for a defined journey. He / She takes customer/end-user needs perspective and is empowered to define “journey" functionalities and requirements and prioritizes activities of the team (owns the backlog)
secure adoption of the journey by targeted CUs/customers and hand it over to MAs for further adoption.
handover the transforming journey to functional area line organization after the adoption of target CUs and after verifying OKRs at that CUs.


What you will do
Design the journey
Define the wanted position with CX/EX OKRs
Design the journey with underlying capabilities, business processes and data requirements with pilot users


Definition and acceptance of the MVP
Responsible to improve the product value from the customer/end-user perspective to continuously improve the OKR defined for a specific MVP
Empowered to define MVP(s) functionality and accepts results of sprint demo meeting
Structuring of MVP into work packages covering all relevant changes to business processes, ways-of-working / capability operating model, deployment, and systems functionality
Responsible for detailing work packages into concrete tasks/user stories (for systems)


Manage and prioritize the cycle and sprint backlog
Define cycle and sprint backlog entries (e.g. activities, user stories)
Prioritize and sort backlog items based on vision and overall product scope
Join cycle and sprint planning meetings to communicate backlog to the whole team
Plan and implement adoption of the journey by target CU/customers
Support head of the journey in operational stakeholder management activities


You will bring
Customer / end-user focus
Direct operational and Hands-on experience
Result oriented with a track record of delivering results
Able to manage cross-functional teams
Ability to work in sprints
Understand that Adoption is the outcome


Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
Work on transformation projects with executive attention
A collaborative cross-functional global environment
A company-wide community of designers with shared assets, tools, and methods
Rotating opportunities across various programs
Clearly defined career paths
Learning and talent development opportunities
A competitive compensation package with benefits + visa support with the relocation to Sweden (if applies), working flexibility with a hybrid mode (50% from the office)


What happens once you apply?
Come join our #TeamEricsson. Feel free to apply and include a resume in English, outlining how you meet the specific requirements of the position.
The selection and interview process is ongoing. Therefore, send in your application in English as soon as possible. We encourage you to apply!

If you have any further questions, you are welcome to contact us:
Hiring Manager: Head of Digital Center
Recruiter: Dorota Baran, dorota.baran@ericsson.com

Location: Sweden, Stockholm, Kista (preferred), or any European location in the CET time zone

Please note, we do not accept CVs via email

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.
Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.
Primary country and city: Sweden (SE) || Sweden : Stockholm : Stockholm
Req ID: 700364