Experience Design Manager
Vor 2 Tagen
WHO YOU ARE
The Experience Design department consists of Knowledge Management, Experience Design, Quality Management and Analytics as four expertise areas that together bring customer and co-worker experiences to life and realize continuous improvements.
The Experience Design Department secures excellence in the experiences offered to customers in the remote environment through the adoption and implementation of change and improvement initiatives. This includes initiatives in areas such as remote customer journeys, co-worker and customer knowledge, root cause analysis, service scope offered, customer facing and internal co-worker processes, and digital tools.
We believe your backpack consists of:
- Experience of implementing and improving services and experiences for customers and co-workers within omnichannel environments
- Strong knowledge in change and project management
- Strong interdependent leadership skills with the ability to build trustful relationships and working in a highly collaborative team
- Ability to drive the Experience Design agenda in the management team in a clear and inspirational way, always with IKEA tone of voice
- Passionate about understanding the behaviors of the many people, the local Life at Home and current Home Furnishing trends
- Very good English skills
YOUR RESPONSIBILITIES
In this role, you will:
- Be accountable for a successful adoption of global Experience Design initiatives in the Remote Customer Meeting Point (RCMP) and Remote Partners in order to ensure delivery of change including local adaptation, implementation, change management, and training needs being secured.
- Drive the definition of future improvement needs for the local RCMP and translate these into actions or requests to Group Experience Design, in order to secure better ways of working over time.
- Participate and provide input to Country RCMP Management Team, with a continuous focus on driving change and a proactive mindset across all areas of the RCMP.
- Drive and influence a customer-obsessed culture within Country Management Team with a continuous focus on driving change, quality and knowledge management to enable adoption of new initiatives, tools and ways of working.
- Lead, coach and develop a team of Specialists, promoting individual growth and securing a high performing team of passionate experts.
ABOUT THIS WORK AREA
The department consists of four areas of expertise - Knowledge Management, Experience Design, Quality Management, and Analytics - that work together to bring customer and employee experiences to life and realize continuous improvement.
The Experience Design department ensures a superior customer experience in a remote environment by introducing and implementing change and improvement initiatives. This includes initiatives in areas such as remote customer journeys, employee and customer knowledge, root cause analysis, scope of service offered, customer-facing and internal employee processes, and digital tools.
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