Service Design Manager

Ericsson AB Join our Team About the Opportunity  Ericsson’s Group Digital Transformation (a part of Group Functions) team is seeking a Service Design Manager to lead innovative, user-centric service initiatives that drive operational excellence, simplification, and human-centered design. As part of an organization committed to digital transformation, you’ll play a pivotal role in reimagining services for global systems, working within a Center of Excellence for Service Design across multiple transformation programs. What You Will Do •    Design, deliver, and facilitate E2E customer and service design projects, embedding user-driven methodologies. •    Collaborate with cross-functional teams to integrate user insights into solutions. •    Define strategies and execution plans for exceptional user and operational experiences. •    Conduct user research to identify customer and employee needs and translate insights into actions. •    Create and communicate E2E design artefacts (e.g., service blueprints, journey maps, or prototypes) with the aim to simplify complex systems for decision making. •    Orchestrate the E2E design through all phases of transformation, from pre-study to conceptual design into development and adoption across market areas. •    Facilitate co-creation and alignment activities with business owners, SMEs, architects, and other stakeholders. •    Advocate for customer centricity and design practices in context of business and digital transformation. The Skills You Bring •    Proven expertise in service design with global enterprise technology companies. •    Experience engaging effectively with diverse stakeholders in a digital transformation environment. •    Strong skills in human-centered design deliverables, such as journey maps, blueprints and generative AI. •    Knowledge of data analytics, business process modeling, and information models. •    Proficiency in design methods, agile project delivery, and connecting design recommendations to business goals. •    Exceptional problem-solving, strategic thinking, and communication skills.