Remote Experience Design Specialist

WHO YOU ARE
As a person, you are passionate about service design, understanding human behavior, how to exceed customer expectations, and how to grow satisfaction with outstanding service and support. You’re motivated to create fantastic and inspiring experiences for customers that meet IKEA in all remote channels and for co-workers that meet the customers in these channels. 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 come naturally to you.
We believe your backpack consists of:
- strong knowledge in service design, experience design, (customer and co-worker) journey design, preferably in customer service or support
- extensive knowledge of project governance processes and of managing stakeholders
- strong knowledge of process improvement methodologies (such as Lean Six Sigma) and techniques
- good knowledge of change management methods and tools
- broad knowledge of the contact center industry and in particular its design functions within globally steered organizations
- experience of working in or with multiple channels e.g. retail, contact center, digital/self-service
- preferably a minimum of 3 years of experience working in an organization with a global/country set-up or across multiple sites/partners
- preferably working knowledge of Continuous Improvement methodologies and experience in managing end-to-end projects
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 in the Group Remote Customer Meeting Point, you will be responsible for:
- service/experience design of new projects/initiatives that intersect with the remote customer meeting point (designing an omnichannel experience)
- 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
- developing and having ownership of customer journeys and processes in order to improve customer and co-worker experience
- supporting in defining a high-level experience vision and strategy, based on industry / best practice exploration, together with Ingka stakeholders
- working with our Digital organization in the development of new solutions and tools connected to customer and co-worker journeys for the remote customer meeting point
- ensuring close collaboration with stakeholders in over 30 IKEA countries and providing guidance for implementation in order to secure successful handover and to identify improvement needs in tools and systems as well as coordinate deployment of new releases
- Defining best practices in Experience Design management by continually benchmarking against industry standards to validate and ensure the world-class customer experience.