职位 ID: 233640

发布日期: 11/04/2024

Who you are

We believe your backpack consists of:
• Experience of implementing and improving services and experiences for customers and co-workers
• Experience with customer and co-worker quality standards, monitoring, insights generation and knowledge management methodologies within omnichannel environments
• Thorough knowledge of the contact centre industry
• Strong knowledge of leading and working in an agile, highly collaborative team
• Strong knowledge in change and project management
• Strong analytical and tactical/operational skills
• Ability to define and scope complex improvement efforts with ambiguous local business needs
• Ability to prioritize team’s effort between tactical quick wins and strategic projects
• Strong interdependent leadership skills with the ability to build trustful relationships
• Ability to drive the Experience Design agenda in the management team in a clear and inspirational way, always with IKEA tone of voice
• Passionate about understanding the behaviors of the many people, the local Life at Home and current Home Furnishing trends

Your backpack is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.

Your responsibilities

In this role, you will:
• Accountable for a successful adoption of global Experience Design initiatives in the Remote Customer Meeting Point (RCMP) and Remote Partners in order to ensure delivery of change including local adaptation, implementation, change management, and training needs being secured
• Ensure a strong collaboration with Group Experience Design in order to give and take input, thus contributing to the global strategy
• Drive the definition of future improvement needs for the local RCMP and translate these into actions or requests to Group Experience Design, in order to secure better ways of working over time
• Contribute with input to the RCMP country goal-setting process in order to secure Experience Design perspectives are taken into account
• Participate and provide input to Country RCMP Management Team, with a continuous focus on driving change and a proactive mindset across all areas of the RCMP
• Drive and influence a customer-obsessed culture within Country Management Team with a continuous focus on driving change, quality and knowledge management to enable adoption of new initiatives, tools and ways of working
• Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners.
• Lead, coach and develop a team of Specialists, promoting individual growth and securing a high performing team of passionate experts
• Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences are available
• Ensure, promote and take responsibility for informed data-based decision-making to improve end to end performance
• Ensure collaboration with Country Business Navigation & Demand & Capacity in order to contribute to goals achievement and business steering

About this work area

The XD department consists of Knowledge Management, Experience Design, Quality Management and Analytics as four expertise areas that together bring customer and co-worker experiences to life and realize continuous improvements.
The Experience Design Department secures excellence in the experiences offered to customers in the remote environment through the adoption and implementation of change and improvement initiatives. This includes initiatives in areas such as remote customer journeys, co-worker and customer knowledge, root cause analysis, service scope offered, customer facing and internal co-worker processes, and digital tools.

Questions and support? Let's connect!

Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.

In addition to a competitive remuneration, we offer:

- Eco-vouchers
- End-of-year bonus, holiday pay and sector premiums
- A commuting allowance with an additional allowance if you come by bike
- Private leasing of an electric bike, we are happy to give you a boost
- Comprehensive hospitalization insurance
- A private accidents insurance
- Pension savings
- A leave savings plan: choose how you want your late/early hours (before 7h and as of 19h) to be paid out: a supplement on your salary or in holiday hours
- We also offer extralegal holidays, seniority holidays and for full-time colleagues 6 extra days off
- A canteen where you can eat delicious food at very democratic prices
- IKEA Tack! Loyalty reward, an additional deposit into your retirement savings based on our global results and your loyalty to IKEA
- ONE IKEA Bonus: an additional bonus based on your shop's results
- IKEA Benefits at work: a portal offer you great discount for well-known stores and brands
- IKEA staff discount 15% on all your purchases
- Team outings & staff parties, because togetherness is very important to us
- A nice extra in case of legal cohabitation/marriage/birth/retirements to celebrate these beautiful moments