Experience Design Team Leader

Job content

WHO YOU ARE
We believe your backpack consists of:

• Detailed and deep knowledge and understanding of how RCMP business goals and Sales and Resolutions processes relate to Analytics, Experience Design, Quality and Knowledge processes
• Strong knowledge of how to motivate and empower specialists individually as well as to create togetherness within teams
• Deep understanding of change management as well as of the leadership styles needed to balance different needs within the team.
• Deep understanding of technology as an integrated part of the RCMP business
• Deep knowledge of improvement methodologies and techniques with a clear focus on customer and co-worker experience
• Strong communication and interpersonal skills combined with ability to practice inspirational IKEA leadership for specialists with different competences and needs
• Ability to solve problems and handle conflicts, always with IKEA values at heart
• Ability to empower others to achieve set goals, using individualized techniques that trigger motivation and development
• Strong analytical skills combined with an ability to understand end-to-end processes and define potential room for improvement

Your backpack is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us. 

The ideal candidate has minimum 3 years experience within customer service/support, minimum 2 years of experience in a specialist role within contact centre /customer service Analytics, Experience Design, Quality, Knowledge or equivalent and minimum 2 years of experience in leading and/or influencing specialists. You also have good English level.

YOUR RESPONSIBILITIES
In this role, you will:
• Responsible for enabling execution and adaption of the global Experience Design strategy in order to drive continuous local improvement and secure excellent customer and co-worker experience over time
• Create an inspiring and motivating work environment and build a committed team of specialists, with a strong customer-focused culture based on pride in the work and high performance, thus securing great support for remote customer experience and trust in the IKEA Brand
• Lead and coach specialists through knowledge and trust to identify performance improvement areas in processes and behaviors as well as development opportunities, thus building competence and securing excellent performance
• Create, monitor and follow up both individual and team action plans in order to reach set team and individual goals
• Identify improvement needs in the work environment and take actions to address them, thus contributing to create a great place to work
• Contribute with subject matter expertise to promote a learning and continuously improving organization
• Actively participate and validate the hiring, onboarding and training of Specialists in the team, contributing to create a great co-worker experience
• When/if needed perform specialist assignments in order to balance workload among specialist as well as to get up to date, hands on, experience of processes, technical platforms and ways of working.
• Share team point of view with Experience Design Manager in order to enable Experience Design/Quality/Knowledge/Analytics perspective to be taken into account in RCMP business steering and goal setting

ABOUT THIS WORK AREA
We are committed to making IKEA more accessible, affordable, and sustainable in everything we do. We are transforming how we meet our customers across all touchpoints to be seamless, effortless and enjoyable. And we know that customers love to interact with IKEA in many ways. Connecting with IKEA remotely (contact center / omnichannel) has never been more important to us to allow our customers to be inspired and think of the many ways IKEA can help them live a better life. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable remote customer channel at IKEA.

In Experience Design we build and lead a high performing team to adapt, drive and follow up on Experience design initiatives in all areas of Experience Design, Knowledge, Quality & Analytics.

This happens through inspirational and empowering IKEA leadership with focus on enabling the team to perform at their best, thus supporting the meeting with customers in the best possible way.

QUESTIONS AND SUPPORT? LET’S CONNECT!
Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.