Head of Customer Journey Mgt 3 (723181)

About this opportunity
Customer experience (CX) encapsulates all of the interactions Customers have with a company at all stages of their journey, from exploration of new needs, to live deployment of products and solutions. In the modern business environment, close attention to crafting that experience is essential to business success!
We in Engineering Unit Integrated RAN Software (EUIR), along with our colleagues and partners across the Business Area Networks (BNEW) organization, are passionate about our products, our solutions, and our end Customers. Our ambition is to create to the best CX in our industry, second to none!

In the EUIR CX Customer Journey Management (CJM) Unit, building on the knowledge & skills of our people, we will be catalysts & drive a transformation of how we in R&D shape the Customers' needs and systematically address their challenges.

If you are ready to play a key part in crafting a pioneering culture & future for our people & Customers, we are now looking for senior leaders who have an ambition to deliver an outstanding CX, and motivated to drive transformation, both in their own team, and across organizations to achieve success.

What you will do
Reporting to Head of CJM in the EUIR CX organization, and as a member of a diverse team that leads and enables Customer connectedness throughout our product development life-cycle, you will:

Be part of a pioneering team that makes industry defining Customer Experience of our Products & Solutions a reality!
Work closely with skilled professionals who systematically see to it that we in EUIR, in close cooperation with our sister EUs in BNEW, meet our Customer commitments and shape their needs
Establish an R&D CX transformation, ensuring our strategy, roadmap and plans are integrated into organizational & operative structures, applying OKRs as a way to create alignment and progress
Drive forward leaning R&D Global & Key Customer journeys & engagement, with systematic application of feedback loops and insights from across Customer journeys
Enable a strong eco-system of collaboration with BA & MA stakeholders that aligns and leverages on accountabilities of all of these organizations
Grow NDM (Network Delivery Management) competence center capability
Evolve Release/PI/CDx/Maintenance/Support strategies & roadmap to meet medium & long-term business and R&D needs
Work in close symbiosis with EUIR programs to secure that we deliver on our product & feature commitments


You will bring
A consistent track record as an outcome oriented leader and coach with a can-do mindset that empowers your people to be change agents, resilient, and working across boundaries to achieve desired outcomes
Knowledge & experience of modern product & solution development practices and flows, skilled in driving & evolving these practices to meet Customer needs
Technical knowledge of BNEW Products & Solutions
You think big, actively and consciously driving strategic efforts, with the requisite structure & governance
You are a multi-team player, known for being reliable, knowledgeable, and skilled in what you do. People like to work with you, and you build trust through your collaborative approach.
Impeccable presentation skills


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.

What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.

The selection and interview process is ongoing, so send your application in English as soon as it is ready.

Location: Sweden

Contact: Versha Sharma versha.sharma@ericsson.com

We welcome the opportunity to meet you!

Kindly note that we cannot process applications sent via email.

Note: Security clearance including references and relevant background screening will be conducted for final candidates.


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: 723181