Customer Experience Leader, IKEA

IKEA

Location:
South Korea, Gwangmyeong

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Act as a member of the Customer team, responsible for creating an unforgettable and rewarding experience across all channels, inspiring customers to return and become regular—or even lifelong—customers. Lead the implementation of the Customer Experience Map (CEM) within the organization to improve satisfaction across touchpoints and optimize the customer journey. Actively collaborate with other departments to create a seamless online-to-offline shopping experience and implement business lifecycle plans. Additional responsibilities include managing escalations, identifying improvement areas, and ensuring effective use of customer service tools while proposing enhancements.

Job Responsibility:

Lead the implementation of the Customer Experience Map (CEM) within the organization, measuring customer satisfaction at each phase of the journey to identify opportunities for improvement across all customer touchpoints—from pre- to post-interaction
Actively collaborate with key stakeholders across Commercial and other functions to ensure integration, shared focus, and maximum impact (e.g., Digital, Customer Fulfilment (CFF), Communications, Sustainability, Business Navigation Operations & Finance (BNOF), and People & Culture)
Contribute to the annual BPL (Business Plan Lifecycle) process and ensure the implementation of BPL initiatives by leading the development of a seamless omnichannel shopping experience
Identify root causes of resolution cases and define areas for improvement in the resolution process across all channels, incorporating local consumer legislation to optimize the customer experience
Manage escalations by eliminating root causes and securing First Time Right resolutions through the development of tools, solutions, and ways of working that support a simple and smooth end-to-end customer journey
Ensure effective use of customer service tools, identify gaps, and propose improvements (e.g., Pulse CX, SAMS, iSay, iPOS, Vantar, and Upptäcka)

Requirements:

Act as a member of the Customer team, responsible for creating an unforgettable and rewarding experience across all channels, inspiring customers to return and become regular—or even lifelong—customers
You have more than 5 years of leadership experience lead both people and business
Preferably have experience in Customer, Commercial function experience

Additional Information:

Job Posted:
July 09, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Experience Leader