Subject Matter Expert

WHO YOU ARE
Within the Customer Support and Returns area we are looking for several Subject Matter Experts (SME) to join the IKEA One Solution project roll out team.
As a Subject Matter Expert, you have (some of) the following knowledge and skills:
• Knowledge of the Customer Support Centre (CSC) organisation and how it interacts with other parts of the company
• A good understanding of CSC processes and the relationships between them
• A strong analytical mindset - ability to quickly grasp and process information
• Visionary – ability to bring expertise but also to step away from common ways of working and think out of the box
• Great communication skills – you have no problem expressing opinions, sharing information or providing arguments in a clear manner
• Good planning and project management skills
• Fluent in English, both spoken as well as written
• Good experience with MS Word, MS Excel and PowerPoint
• Ability to relate to and be aware of cultural differences
• Experience with change management
• Strong motivation to work within Business and Information Technology




Within the roll out team, you will be responsible for one or multiple of the following capability area’s:


1. Intelligence: As an Intelligence SME you understand what is required from a reporting perspective to run a CSC successfully, and what insights are needed in order to achieve great customer satisfaction.


• Experience with creating/building reports and dashboards in a CSC setting
• Understanding of CSC metrics and how these relate to company goals


2. Contact Management: As a Contact Management SME you get energy from optimizing the CSCs communication platform, ensuring our customers are able to contact IKEA through any of the contact methods and experience great support.


• Experience with designing/implementing/maintaining communication platforms in a CSC setting
• A good understanding of interaction routing principles
• Experience with web collaboration is an advantage
3. Knowledge Management: As the Knowledge Management SME you understand that having relevant and up to date knowledge available for both our co-workers as well as our customers is key in order to provide great customer support.


• Experience with and strong interest in knowledge management platforms and practices
• Understanding of knowledge flows and ownership within our organisation
• Previous experience with (written) communication is an advantage


WHAT YOU'LL BE DOING DAY TO DAY
The scope for the SME’s is all about delivering business value to the receiving organizations. As a SME, you will be active during the:


• Continued design of the global solution:
o By contributing to the solution requirements and defining the “to-be” business processes.
o By securing relevant training material for the “train the trainers”.
• Implementation of the solution
o Participate in CSC reviews to determine the scope for the implementation and define gaps to be filled to reach the “to-be” state
o Identify needed legal requirements to consider as part of implementation
o Participate in business acceptance testing (BAT) to validate the solution
o Train the trainers
o Support countries during their change journey, go live and hyper care period.


Key responsibilities
• Contribute to defining solution requirements towards the platform by participation in design work
• Contribute to the implementation approach (county Journey) in collaboration with the Deployment Leaders
• Execute and deliver upon the activities connected to the SME role as part of the country Journey.
• Doing impact analysis on the consequence of changes in the platform/other systems for the CSCs
• Provide extensive knowledge on the CSCs’ set-up, tools, processes, ways of working, etc.
• Provide specific expertise to the project by picturing the as-is processes and working methods in order to define the gap between today and the wanted state
• To describe and visualize the future (to-be) with regards to the processes, working methods and roles
• To be able to estimate the effort to make the needed shift
• To define the legal requirements and compliance
• Secure good usability of the solution – always keeping in mind the co-workers, our customers and the IKEA organization overall
• Share learnings with your fellow SMEs and the overall One Solution team
• Work closely with global CSC Organisation, Product Owners, Product Specialists, Deployment Leaders, country Super Users and Trainers to secure alignment and expectations on scope to be implemented


TOGETHER AS A TEAM
At Group Digital, we set the digital agenda to keep IKEA leading in an uncertain and fast moving environment. We drive the development, provision and operation of our digital products and services through the use of new and existing technology and agile delivery methods to deliver at pace. At the same time, we provide a home for digital skills to both develop and extend the technical, people and business skills needed to ensure continuous development and growth of our digital capability.


QUESTIONS AND SUPPORT
If you have any questions regarding the recruitment process please reach out to linnea.selse1@ingka.com.


Please note that we already have a preferred candidate.