Remote Experience Quality Leader

WHO YOU ARE
We are looking for a Remote Experience Quality Leader at the Group level, for the Market support function – you’ll be reporting Remote Experience Design Manager at the Group level. Further, we are looking for someone who has a strong knowledge of stakeholder management within a complex business environment. Additionally, leadership is everyone’s responsibility at IKEA- We define this as building strong relationships, collaborating and co-creating, creating customer values, leading with IKEA values, inspiring and clarifying, and unleashing.
An ideal candidate: As an ideal candidate, you have expert knowledge of customer needs and wishes throughout the shopping journey and expert knowledge of monitoring and insights generation methodologies within omnichannel environments. Additionally, you possess expert knowledge of continuous improvement functions within different industries, with focus on understanding and defining standards for customer and co-worker expectations. Furthermore, you have strong knowledge of the contact center industry and, in particular, its design functions within globally steered organizations as well as strong knowledge of stakeholder management. Lastly, you have a good understanding of the complexity of RMCP business and how processes interact as well as good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people.
Motivation:
You are motivated by sharing and living the IKEA culture and values, passionate about understanding the behaviours of the many people, the local Life at Home and current Home Furnishing trends. Furthermore, you have passion for leading others and are energised by developing and challenging people to reach set individual goals. Finally, you are inspired by co-creation and open for development and change, and motivated by working thoroughly in order to find root causes and improve quality.
Capabilities:
You have strong analytical and strategic skills as well as strong prioritization abilities as business needs change, to ensure most critical customer priorities are monitored and understood. Furthermore, you possess strong independent leadership skills and strong interpersonal skills with the ability to build trustful relationships. Lastly, you are able to communicate and explain quality gaps verbally, visually and in writing in an inspirational way with IKEA tone of voice.
Experiences and skills:
You have formal qualifications in continuous improvement, service design, Lean SixSigma or equivalent and minimum 5 years of experience in people leader role within customer or operational area. Further, you have minimum 3 years of experience of leading quality, customer experience or journey design team and minimum 3 years of experience of leading others in a matrix organization, either within global/country set-up or across multiple sites/partners. Lastly, you are experiences in working in or with multiple channels, e.g. retail, contact center, digital/ self-service and you are fluent in English.
YOUR RESPONSIBILITIES
We expect you to secure great standards of quality and a strong customer focus in the remote customer meeting, both on global and country level, by creating and steering a global quality strategy that enables excellent experiences for customers and co-workers.
Your responsibilities are in particular:
-Responsibility for monitoring all parts of the remote end-to-end customer experience, including conversation - how the experience is delivered from a tech/process standpoint, how our products and services are received, co-worker soft-skills etc. - to secure quality.
-Tracking customer interactions across multiple channel touchpoints (e.g. where customers move from store to remote, and vice versa) to secure a smooth omnichannel journey.
-Orchestrating the creation of rich insights on performance and quality adherence, to support continuous improvement of co-worker and customer experiences across countries.
-Defining and driving the calibration strategy to secure that countries adhere adequately to the quality standards.
-Defining and driving the standards of quality in the remote environment, to ensure alignment and common ways of working.
-Leading and developing a team of Specialists, to promote individual growth and secure a high performing team.
-Defining best practices in Experience Quality management by continually benchmarking against industry standards, validating and ensuring state of the art co-worker and customer experiences.
-Leading interactions with local Quality Specialists, ensuring integration and adherence to quality standards across countries.
-Driving ways of working and cooperation with other Experience Leaders and Remote Analytics, to ensure integrated priorities and close cross collaboration.
-Developing and maintaining close collaboration with People & Culture, contributing to relevant learning offers.
-Capturing and sharing insights from relevant stakeholders across the organization and securing necessary actions are taken, to ensure relevant continuous improvement.
OUR TEAM WITHIN IKEA
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.
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 for our Customer Support Centre!
QUESTIONS AND SUPPORT? LET'S CONNECT!
For questions regarding the recruitment process feel free to reach out to Hamid Alamin at hamid.alamin@ingka.ikea.com.
We look forward to receiving your application in English as soon as possible. Please note that we will be reviewing applications on a continuous basis.
We welcome your application.