Experience Design Manager, IKEA

IKEA

Location:
Japan, Funabashi-Shi

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Secure 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, remote analytics, service scope offered, customer facing and internal co-worker processes, and digital tools.

Job Responsibility:

Secure excellence in the experiences offered to customers in the remote environment through the adoption and implementation of change and improvement initiatives
Accountable for executing and adapting the global Experience Design strategy, involving Remote Partners in order to drive continous local improvement and secure excellent customer and co-worker experience over time
Accountable for a successful adoption of global Experience Design initatives in the Customer Support Centre and Remote Partners in order to ensure delivery of change including local adaptation, implementation, change management, and training needs being secured
Ensure a strong collaboration with Group Experience Design in order to give and take input, thus contributing to the global strategy
Drive the definition of future improvement needs for the local Customer Support Centre and translate these into actions or requests to Group Experience Design, in order to secure better ways of working over time
Contribute with input to the Customer Support Centre country goal-setting process in order to secure Experience Design perspectives are taken into account
Participate and provide input to Country Customer Support Centre Management Team, with a continuous focus on driving change and a proactive mindset across all areas of the Customer Support Centre
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
Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners
Lead, coach and develop a team of Specialists, promoting individual growth and securing a high performing team of passionate experts
Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences are available

Requirements:

Formal qualifications in continuous improvement, project management or equivalent
Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
Expert knowledge of designing services and experiences for customers and co-workers
Expert knowledge of customer and co-worker quality standards, monitoring, insights generation and knowledge management methodologies within omnichannel environments
Thorough knowledge of the contact centre industry and in particular its design functions within globally steered organisations
Strong knowledge of leading and working in an agile, highly collaborative team
Strong knowledge in change and project management
Strong understanding of the complexity of IKEA business and the role of Customer Support Centre, as an integrated part of the business
Good knowledge of using relevant digital tools (Office 365 applications/Power BI/Miro board)
Fluent in English and Japanese

Nice to have:

Experience in customer strategy or experience design leadership role
Experience of influencing and managing performance of different customer metrics e.g. NPS, CSAT

What we offer:

Social insurance: welfare pension, health insurance, and unemployment insurance
Transportation expense (up to 1,530 yen/day)
Parking spaces available for car commutation
Generous vacation package, with 16 paid leave days available in the first year (can be used after 6-months probation)
Total yearly paid time off totals 127 days per year
Congratulatory or condolence leave, maternity leave, nursing care leave, childcare leave, paternity leave, childcare leave for partners, personal injury leave, nursing leave, volunteer leave, family care leave
Employee discount system
Employee cafeteria
Christmas gift
Great value life insurance, long-term medical care insurance plans (opt-in)
Retirement allowance system (corporate defined contribution pension plan: 3 years or more of service)
Employee smoking area
Extensive learning opportunities including Rosetta Stone (language learning) and Linkedin learning subscriptions

Additional Information:

Job Posted:
April 24, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Experience Design Manager