Vacature omschrijving
What you'll need to have
【Required Qualifications?'・Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people.
・Expert knowledge of designing services and experiences for customers and co-workers.
・Expert knowledge of customer and co-worker quality standards, monitoring, insights generation and knowledge management methodologies within omnichannel environments.
・Thorough knowledge of the contact centre industry and in particular its design functions within globally steered organisations.
・Strong knowledge of leading and working in an agile, highly collaborative team.
・Strong knowledge in change and project management.
・Strong understanding of the complexity of IKEA business and the role of Customer Support Centre, as an integrated part of the business.
・Good knowledge of using relevant digital tools (Office 365 applications/Power BI/Miro board).
【Preffered Qualifications?'
・Formal qualifications in continuous improvement, project management or equivalent.
・Minimum 3 years of experience in customer strategy or experience design leadership role.
・Minimum 5 years of experience of influencing and managing performance of different customer metrics e.g. NPS, CSAT.
【Language Requirements?'
・Fluent in English and Japanese
【Purpose of this Job?'
・Secure 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, remote analytics, service scope offered, customer facing and internal co-worker processes, and digital tools.
【Your Responsibilities?'
・Accountable for executing and adapting the global Experience Design strategy, involving Remote Partners in order to drive continous local improvement and secure excellent customer and co-worker experience over time.
・Accountable for a successful adoption of global Experience Design initatives in the Customer Support Centre 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 Customer Support Centre 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 Customer Support Centre country goal-setting process in order to secure Experience Design perspectives are taken into account.
・Participate and provide input to Country Customer Support Centre Management Team, with a continuous focus on driving change and a proactive mindset across all areas of the Customer Support Centre.
・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.
Attach a resume and cover letter, and we will get back to you as soon as we can.