Remote Experience Design Specialist

WHO YOU ARE
As a person you are passionate about understanding human behaviour, how to exceed customer expectations and how to grow satisfaction with outstanding service and support. Your colleagues would describe you as having a good mix of strategic thinking with the ability to turn requirements into practice. Building trustful relationships and influencing stakeholders on all levels comes naturally for you.
We believe your backpack consists of:
Broad knowledge of the contact centre industry and in particular its design functions within globally steered organizations
strong knowledge of process improvement methodologies and techniques
extensive knowledge of project governance processes and of managing stakeholders
good knowledge of change management methods and tools
Broad knowledge of coordination of capability deployments in omnichannel retail environments
formal qualifications in change management, project management or equivalent
Formal qualifications in continuous improvement, service design, agile methodology, Lean SixSigma or equivalent
minimum 5 years of experience within journey, solution or experience design function
minimum 3 years of experience of working in a matrix organization, either within global/country set-up or across multiple sites/partners
experience of working in or with multiple channels e.g. retail, contact centre, digital/self-service



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
As an Experience Design Specialist, you will be responsible for:
developing and having ownership of customer journeys and processes in order to improve customer and co-worker experience
contributing with expertise as well as with captured input in order to define improvement needs with clear ROI within processes and customer journeys in the contact centre
being a natural partner in new development, projects, initiatives, and solutions coming from Ingka group functions, focusing on high quality customer &co-worker journeys
Supporting our Digital organization in development of new solutions and tools connected to customer and co-worker journeys
supporting the Experience Design Leader with expert process knowledge in order to enhance the coordination of tools, systems and process development needs
Defining a high-level experience vision and strategy, based on industry / best practice exploration, together with Ingka stakeholders
planning, managing and delivering complex projects, including time, cost, scope, risk control, competence requirements, stakeholder management as well as quality in order to meet expectations and goals
ensuring close collaboration with stakeholders in the countries and providing guidance for implementation in order to secure successful hand over and to identify improvement needs in tools and systems as well as coordinate deployment of new releases
contributing follow up on performance and deliveries of possible external vendors in order to enable lowest cost of delivery and delivery according to expectations



ABOUT THIS WORK AREA
At IKEA our mission is to help the many people live better everyday lives in their homes, in their communities and on this planet we all call home. We are committed to making IKEA more accessible, affordable, and sustainable in everything we do. We are transforming how we meet our customers across all touchpoints to be seamless, effortless and enjoyable. And we know that customers love to interact with IKEA in many ways. Connecting with IKEA remotely has never been more important to us to allow our customers to be inspired and think of the many ways IKEA can help them live a better life. We also know that our customers demand increasing levels of accessibility from wherever they are and that have led to creating a transformed and very capable remote customer channel at IKEA.
As the Experience Design Specialist, you are part of the team that drives continuous improvement of customer and co-worker experience. You will design, develop, and implement a fantastic and ever-evolving experience for customer and co-workers in a human remote contact centre environment – collaborating with key stakeholders such as Digital experience in dedicated cross-functional teams.
Our vision is to create a better everyday life for the 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 (https://about.ikea.com/en/about-us/ikea-culture-and-values).
QUESTIONS AND SUPPORT? LET'S CONNECT!
The contract is full time and located in Malmö, Amsterdam.
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. If you have questions regarding the recruitment process please reach out to Ankita Sharma at ankita.sharma@ingka.com.
Please apply with your application in English. Note that we cannot process any applications through email. Thank you!