Customer Experience Lead
Join our Team
About this opportunity
At Ericsson MFS, we drive financial inclusion, leveraging technology to benefit society. Our systems serve hundreds of millions daily for peer-to-peer transfers, payments, loans, savings, and more. We're committed to enhancing global financial well-being.
As the Customer Experience Lead, you'll generate insights into customer journeys and pain points, crafting systems to monitor evolving user needs. You'll design methods to translate insights into actionable inputs for product development. This role is within the MFS Product Management team and reports to the Head of Product Management.
Have you ever wondered how important your daily contribution could be if you were given the chance to work in a team using the strength of a big company like Ericsson and the agility of a fintech startup? If yes, this career opportunity will certainly be of interest to you! We are now looking for a passionate, results-oriented and professional teammate to join us.
What you will do
• Lead the product team in improve understanding of customer needs and pain points.
• Foster a customer-centric culture through coaching, workshops, and CX practices.
• Develop insights into customer journeys and systems to understand evolving user needs.
• Gather feedback from stakeholders, translating insights into product strategy.
• Visualize and prototype concepts for feedback and testing.
• Drive idea generation using design thinking tools like sprints and prototyping.
• Collaborate with MFS Product Management, Customer Success, and Sales teams.
• Establish methods for efficient concept creation and demo development.
You will bring
• MBA or relevant degree in business, engineering, UX, or service design.
• 5+ years in fintech, banking, or payments.
• 10+ years in user-centric service initiatives.
• Strong empathy for customers and passion for quality user experience.
• Experienced in agile service development and UX tools such as: Design thinking, CX design, user-centered design, user research, concept development, prototyping, testing, agile methodologies, SCRUM.
• Adaptability to technological changes and understanding technical systems.
• Strong analytical skills and innovative problem-solving.
• Ability to align design strategy with business goals.
• Proven leadership in cross-functional teams and collaboration.
• Excellent communication and stakeholder management skills.
• Strong project and program management skills.
• Experience working internationally; fluent in English.
Application
We look forward to your application with CV in English. We target 60% work-from-the office.
Last day to apply is 24th of June, 2025. Please note that we do not accept, proceed, or respond for applications sent via e-mail.
If you have specific questions, you are welcome to contact Anna-Karin Lindblom, Head of Product Management at anna-karin.lindblom@ericsson.com or Raheleh Rouhani, Sr. Recruiter at raheleh.rouhani@ericsson.com
Location: Karlskrona /Stockholm, Sweden or Gurgaon /Noida, India.
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 solutions never seen before 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.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion 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 Employer. learn more.
Primary country and city: Sweden (SE) || Stockholm
Req ID: 767567
