Lighthouse Manager - Lighthouse 7b 410123

Are you interested in being part of our digital success? Ericsson has identified 10 digital capabilities which will significantly enhance our customers’ experience and our end to end operational efficiency. For each digital capability, we are establishing dedicated cross-functional Agile teams – known as Lighthouses – which will work in an agile, iterative way to develop and deploy new capabilities using a Minimum Viable Product (MVP) approach. We are committed to scaling, building, and industrializing these capabilities across the Ericsson organization to accelerate our business transformations. Leveraging on technology like AI, Machine Learning and Automation, we will capitalize more on our data and change the way we work to introduce more agility and speed in our end-to-end flow.

You can find more information about the Lighthouse concept at our Digital Transformation Information Site - https://ericsson.sharepoint.com/sites/EricssonDigitalTransformation-InformationSite.

We are looking for a strongly determined and passionate leader who can identify, build, deploy and support new digital ways of working in our line organizations to make our customers and employees lives easier and more value adding. This includes creativity and visionary thinking, managing a diversity of stakeholders, partnering with cross functional teams while being relentlessly focused on execution and adoption. The ideal candidate is able to demonstrate a track record of having achieved significant business impact, formulate a compelling vision, articulate ideas and requirements, identify measurable objectives and key results and deliver impact by influencing senior leaders and business teams. The position is based in Sweden, reports directly to a senior business sponsor in a BA/MA/GF and indirectly to Laurence McDonald, Head of Digital Transformation Office.

We are currently looking for a Lighthouse Manager for Digital Capability 7b – Smart Search and Intelligent Assistance
Scope: Smart Search and Intelligent Assistance key capabilities in OMNI Network Channel
Target state: Lighthouse 7b covers the customer support workflow, from need to find information and know-how and incident occurrence to resolution and knowledge capture. From a customer experience and journey perspective this is an important aspect.
From an internal workflow perspective, it is critical to capture the right information, quickly put into the customer’s product context, and find the relevant information when needed. Currently about two thirds of the time in the customer support workflow is spent on analysing the issues. The Lighthouse 7b aims to reduce this time significantly.
Search for both customer and internal users.
From a customer experience perspective, the key objectives are:


— Ease of self-service
— Fast and relevant response and resolution of issues and service requests
— Pre-emptive/avoided support

From an operational efficiency perspective, the key objectives are:
— Enable self-help and more effective channel mix
— Automate and assist part of workflow to reduce workload
— Improved quality of knowledge capture (knowledge capture, remedy, and insights/feedback loops)

Detailed responsibilities of a Lighthouse Manager:

Accountable for building, deploying and adoption of the digital capability to deliver an overall OKR (Objectives and Key Results)
Overall operational steering of the lighthouse
Management of MVP path providing an outlook on upcoming functionality
Responsible for scoping digital capability into valuable and manageable MVPs with clear OKR impact
Owns stakeholder mgmt. for example, assessment, planning & exec. of engagement, continuous monitoring
Provide transparency over lighthouse results, progress, activities, issues and risks to the digital control tower
Management of preparation activities for cycle planning and quarterly road mapping
Owns reporting towards the lighthouse reference group
Management of Lighthouse resource requirements and budget
Providing input to performance management process for Lighthouse deployed employees


Lighthouse Manager basic qualifications:

University degree/MBA in Business or Engineering / ICT
Previous experiences as Key Account Manager, Customer Project Manager, MSCOO, COM, Program Director or similar
Proven track record and exceptional execution experience/capabilities delivering large and complex projects/programs
Vast experience in customer and stakeholder management in complex and diverse business environment


Lighthouse Manager preferred qualifications:

Good understanding of the market, customers and their challenges/opportunities
Extensive knowledge of Ericsson organization and ways of working
Experience in Agile ways of working


Looking forward to receiving your application, Please send in your application in English as soon as possible since the process is ongoing. Join Lighthouse 7b. Work at your best. And Make History!


Do you believe that an organization fostering an environment of cooperation and collaboration to execute with speed creates better business value? Do you value a culture of humanness, where fact based decisions are important and our people are encouraged to speak up? Do you believe that diverse, inclusive teams drive performance and innovation? At Ericsson, we do.
We provide equal employment opportunities without regard to race, color, gender, sexual orientation, transgender status, gender identity and/or expression, marital status, pregnancy, parental status, religion, political opinion, nationality, ethnic background, social origin, social status, indigenous status, disability, age, union membership or employee representation and any other characteristic protected by local law or Ericsson’s Code of Business Ethics.