What are the responsibilities and job description for the RCMP Experience Design Manager position at IKEA?
What you'll need to have
We believe your backpack consists of:
• Experience of implementing and improving services and experiences for customers and co-workers
• Experience with customer and co-worker quality standards, monitoring, insights generation and knowledge management methodologies within omnichannel environments
• Thorough knowledge of the contact centre industry
• Strong knowledge of leading and working in an agile, highly collaborative team
• Strong knowledge in change and project management
• Strong analytical and tactical/operational skills
• Ability to define and scope complex improvement efforts with ambiguous local business needs
• Ability to prioritize team’s effort between tactical quick wins and strategic projects
• Strong interdependent leadership skills with the ability to build trustful relationships
• 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
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.
What you'll be doing day to day
In this role, you will:
• 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
• 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 RCMP 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 RCMP country goal-setting process in order to secure Experience Design perspectives are taken into account
• 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
• 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
• Ensure, promote, and take responsibility for informed data-based decision-making to improve end to end performance
• Ensure collaboration with Country Business Navigation & Demand & Capacity in order to contribute to goals achievement and business steering
Together as a Team
The XD 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.
Apply now!
Job Type-Permanent, Salaried
Benefits Eligible- yes
We offer competitive benefits and perks, such as medical and Rx*, dental, vision, 401k, meal deal, store discount, autism coverage, parental leave, pet insurance, education assistance and more.”
SALARY DISCLOSURE- The ideal pay range for this role is $124,221-$184,866.75 based on the Baltimore Pay Tier. The pay range may vary based on your location.
This position is hybrid role with 1-2 days a week in the office. The successful candidate must live within a commutable distance to the IKEA RCMP Office in Nottingham, MD.
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