Remote Experience Design Specialist, IKEA

IKEA

Location:

Japan, Funabashi-Shi, Chiba-Ken

Category:

Customer Service

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

Secure excellent adoption, implementation and local relevance of new global initiatives aimed to improve customer and/or co-worker experience in the local Contact Center, Remote Customer Meeting Point. Design and implement initiatives connected to specific local needs not covered by the global agenda, with a strong customer focused attitude.

Job Responsibility:

Secure excellent adoption, implementation and local relevance of new global initiatives aimed to improve customer and/or co-worker experience in the local Contact Center, Remote Customer Meeting Point
Design and implement initiatives connected to specific local needs not covered by the global agenda, with a strong customer focused attitude
Make necessary country adaptations of globally created initiatives, in agreement with group Experience Design Specialists, to secure local relevance
Ensure coming and on-going implementations and intiatives are communicated to all relevant stakeholders in the local Contact Centre in a clear way, thus securing common expectations and co-worker engagement
Drive and execute complex local implementation, including time, cost, scope, risk control, co-worker training, stakeholder management, reporting and follow up, as well as quality of new initiatives thus securing a smooth implementation process that sets the co-workers for success
Identify, engage and lead co-workers with key competences for the specific initiative in order to build a high performing project team
Manage dependencies and interfaces between projects and the running business to ensure common expectations
Maintain, update and manage change in relevant digital tools in order to secure functions are always up to date
Develop guidelines for trainings related to relevant digital tools and securing learning delivery in order to keep co workers up to date on procedures and ways of working
Provide global digital team with change requests to improve and optimise product functionality in order to ensure digital tools are fit for purpose and optimised for country needs
Contribute to follow up on performance and deliveries of possible external vendors in order to enable lowest cost of delivery and delivery according to expectations
Ensure close collaboration with all parts of the Contact Centre, both on group and country in order to capture input on improvements needs
Validate and prioritise local improvement needs in order to initiate co-creation of scope for local change projects not covered in the global roadmap
Contribute with expertise and share knowledge in the local Contact Centre in order to secure a general understanding of project management among co-workers

Requirements:

Experience in change management, project management or equivalent
Experience within experience design, process development or business development
Experience of working in a matrix organisation, either within global/country set-up or across multiple sites/partners
Experience of working in or with multiple channels e.g. retail, contact centre, digital/self-service
Expert knowledge of all aspects of project management
Strong knowledge of leadership principles and prerequisites for situational leadership
Deep knowledge of change management and prerequisites for succesful implementation
Deep understanding for the importance of correct, clear and timely communication
Strong knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
Deep understanding of the complexity of the Customer Center processes and the role of technology as an integrated part of the business
Deep knowledge of Customer Center processes, improvement methodologies and techniques with a clear focus on customer and co-worker experience
Deep knowledge of Customer Center relevant digital functions and how digital tools impact the running Customer Center business
Good knowledge of using relevant digital tools (Office 365 applications/Power BI/Miro board)
Conversational level in Japanese (Conversational English skill is preffered)

Nice to have:

Strong knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
Deep understanding of the complexity of the Customer Center processes and the role of technology as an integrated part of the business
Deep knowledge of Customer Center processes, improvement methodologies and techniques with a clear focus on customer and co-worker experience
Deep knowledge of Customer Center relevant digital functions and how digital tools impact the running Customer Center business
Good knowledge of using relevant digital tools (Office 365 applications/Power BI/Miro board)
Conversational English skill

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:

March 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Remote Experience Design Specialist