HEAD OF CUSTOMER SUPPORT TRANSFORMATION

WHO YOU ARE
We are offering a great opportunity to take part in a very exciting customer transformation journey! At the heart of our customer support organization, you will drive IKEAs transformation program towards an even more customer-oriented organization together with some great co-workers. We are investing in capabilities that will allow us to meet and exceed future customer expectations and build a sustainable culture of customer excellence. If you get energized by navigating complex issues by bringing many groups of people together towards one common goal, then this is an opportunity you must investigate!


Your experience from customer-oriented roles and deep understanding of leading change in large organizations will help you to be successful in this role. You must have oodles of skills when it comes to communicating clearly and must be an effective storyteller. Your self-drive and motivation to perform, learn and improve are a must since you need to develop, challenge and inspire large teams and provide leadership to one of the largest transformation programs within IKEA.


We are looking for a team player who truly cares about elevating customer experience and to lead the process of change. We believe you can demonstrate the following skills and experiences:
- Minimum 10 years of experience in customer-oriented roles with 5 years in implementing change and transformation, both through processes and human behaviors, in a Customer Support environment
- Strong influencing and communication skills especially with board level members
- Understanding of change implementation in multicultural work environment
- You know how different parts of a matrix organization are connected and know how to drive the transformation outcomes in a complex environment
- Knowledge of different project methodologies and agile ways of working and comfort with financial forecasts and follow-up methodologies


YOUR RESPONSIBILITIES
In this role, you will report to the Global Customer Support Manager and will lead a team of workstream leaders. Together you coordinate and secure the development and implementation of transformation strategies. Workstreams represent various cross functional expertise needed for the transformation project and you need to be able to work across many different disciplines and bring them together for a common purpose.


As the leader for Customer Support transformation, you are driving the development, approval and implementation of transformation activities as well as leading and developing co-workers into high performing teams.


You are responsible for several streams, making sure we are getting through timelines toward implementation which includes supporting and challenging the business and orchestrating implementation plans across the IKEA group and IKEA country organizations.


You are the main speaking partner from the customer support transformation and your role is key to maintaining a regular flow of communication to important stakeholders. You need to connect with people and teams who are working on inter-dependent processes.


To be more concrete, this role involves securing the following activities:
- Coach, inspire and support leaders and co-workers in the transformation, while understanding and respecting the complexity of change from a receiver point of view
- Planning and execution of transformation activities
- Track and manage dependencies and interfaces in the project, between projects, across functions and with the current customer support organisation
- Implementation on time and budget as per agreements and commitments
- Reflect activities and milestones into the overall transformation roadmap


ABOUT THIS WORK AREA
Our mission is to enable extraordinary growth by supporting the markets in a new era of meeting the customer. We will empower the markets to realize a simple, unique, and seamless meeting with the customers.


We will provide our markets with economies of scale and exceptional quality in common solutions for all to benefit from. We will organize ourselves to deliver the highest level of customer happiness and operational effectiveness.


(Internal title: Customer Support Transformation Leader)