Ikea Jobs Sydney

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Job Details

Hiring Organization IKEA
Post Name Experience Design Manager
Qualification Graduate
Industry Private
Employment Type Full Time
Work Hours 8 Hours
Salary AUD 10000 To AUD 11000 Per Month
Location Sydney, New South Wales, Australia 2000

Who you are

You are someone who is passionate about creating an IKEA fit for the omnichannel retail future and living the change process that comes with it. You are energized by driving growth and contributing through co-creation and cooperation to IKEA’s overall success and results. You demonstrate excellent communication and influencing skills and have the ability to steer the business along with your senior leaders.

You are passionate about understanding the behaviors of many people, the local Life at Home, and current Home Furnishing trends. You are experienced in implementing and improving services and experiences for customers and co-workers thorough knowledge of the contact center industry.

Your leadership skills display that you can drive the Experience Design agenda in the management team in a clear and inspirational way. With your strong analytical, and operational skills and your involvement with customer and co-worker quality standards, you are able to monitor the insights whilst leading and working in an agile, highly collaborative team.

Your responsibilities

As the Experience Design Manager your key responsibilities will include, but are not limited to;

  • Accountable for successful adoption of global Experience Design initiatives in the Contact Support Centre (CSC) and Remote Partners in order to ensure delivery of change including local adaptation, implementation, change management, and training needs to be secured
  • Ensure 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 CSC and translate these into actions or requests to Group Experience Design, in order to secure better ways of working
  • Contribute with input to the CSC country goal-setting process in order to secure Experience Design perspectives are taken into account
  • Participate and provide input to Country CSC Management Team, with a continuous focus on driving change and a proactive mindset across all areas of the CSC
  • Drive and influence a customer-obsessed culture within Country Management Team with a continuous focus on driving change, quality, and knowledge management to enable the 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 competencies are available
  • 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

About this work area

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.

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