Subject Matter Expert (SME), Customer Support and Returns, IKEA IT AB

Who are you
We are looking for Subject Maters Experts (SME) to join IKEA One Solution project roll out teams.


Intelligence SME: You understand what is required from a reporting perspective to run a Customer Support Centre (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


Contact Management SME: You get energy from optimizing the CSC 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


Knowledge Management SME: You understand that having relevant and up to date knowledge available to 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 needed ownership of knowledge
· Previous experience with (written) knowledge communication is an advantage


As a Subject Matter Expert in the customer support and returns area we prefer you have some of the following knowledge and skills
· Knowledge of the 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 & project management skills
· Fluent in English, both spoken and 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


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 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 ICSP platform/other systems for the CSCs
· Provide extensive knowledge on the Customer Support Centres’ 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

Please note that there are preferred candidates for the role.