We are transforming the remote meeting point with our customers to meet their needs and dreams, by creating a seamless omnichannel retailing experience. Our newly established Global Remote Customer Meeting Point (RCMP) team will enable remote planning and selling by offering inspiring, engaging, and easy access to life-at-home expertise which will differentiate us from our competitors, leading to the growth and positioning of IKEA. We will create even more memorable and engaging remote meetings between us and our customers with new tools and ways of working by launching new digital self-service tools that will simplify our customers' interaction with us.
Are you the Remote Experience Design Manager we are looking for who will drive and lead our new team and function in this global role managing and working closely with the 30 countries in our community?
You are an extremely driven and motivated individual who enjoys an ambiguous challenge to be successful in leading change in this startup function. To thrive in this role, you will need to have:
• Knowledge of designing services and experiences for customers and co- workers • Outstanding experience with customer and co-worker quality standards, insights generation, and management methodologies within omnichannel environments • Experience optimizing the customer experience across digital touchpoints • Extensive expertise in leading and working in an agile and collaborative team • Outstanding leadership skills where you build strong relationships, inspire, collaborate, and unleash entrepreneurs • Experience working within globally steered organizations combined with a good understanding of change management methods and tools • The ability to translate insights into actionable plans and projects for improvement and to manage major implementation efforts • Several years of experience leading others in a customer strategy or experience design leadership role • Knowledge influencing and managing the performance of different customer metrics (NPS and CSAT) • Formal qualifications in agile methodology, service design, and Lean Six Sigma
You will drive and lead the global Remote Experience Design (XD) team globally by creating and driving a global roadmap for continuous improvement initiatives to enable best-in-class remote customer experiences. More specifically, your responsibilities will include to:
• Set the Experience Design strategy for designing brilliant journeys and continuous improvement across RCMP by securing excellent customer and co- worker experience • Monitor Remote XD KPIs and goals at Group and Country levels to anchor goals • Define best practices in XD management by continually benchmarking against industry standards to validate and ensure state-of-the-art customer experiences • Drive the definition of future needs for change and development and translate these into roadmaps • Provide expertise and input to Group RCMP Management Team, with a continuous focus on driving change, quality, and knowledge management to promote a proactive mindset across all areas of the RCMP • Contribute with input to the RCMP goal-setting process • Steer XD into an agile experience design capability with a “customer-obsessed” attitude • Lead, coach, and develop a team of best-in-class XD leaders and specialists, promoting individual growth and securing a high-performing team of passionate experts • Lead country interactions as needed with local XD Managers to ensure alignment and common priorities
Our vision is to create a better everyday life for many people. The values are the foundation of our work. By living them, we form the unique IKEA culture where team spirit and togetherness are key. The Remote Customer Meeting Point is an integrated part of the new IKEA omnichannel retailing system is the Remote Customer Meeting Point (RCMP) at the Group level. It drives and enables sustainable, extraordinary growth in a new era of meeting the customer remotely (Sales & Resolutions). The RCMP is the new home of our Customer Support Centre!
Questions and support? Let's connect!
The location of the role can be Malmö, Sweden, or Amsterdam, the Netherlands.
For more information about the role, please reach out to Hiring Manager, Tobias Pålsson at email@example.com If you have questions regarding the recruitment process, please feel free to contact Riyaz Inamdar at firstname.lastname@example.org
Please note that due to GDPR reasons we do not accept applications by email, and we want you to send us your application (CV and cover letter) in English no later than 29th November 2022.
Please note that we will be reviewing applications on a continuous basis.