Job Description

Who you are

• Minimum 5 years of experience in quality, customer experience or continuous improvement role
• Minimum 3 years of experience of working as part of a matrix organisation, either within global/country set-up or across multiple sites/partners, ideally in a leadership role
• Demonstrable experience of working in cross-functional projects
• Solid experience of working in or with multiple channels e.g. retail, contact centre, digital/self-service
• Fluent in English
• Strong knowledge of customer needs and wishes throughout the shopping journey
• Strong knowledge of monitoring and insights generation methodologies within omnichannel environments
• High level of data/computer proficiency
• Motivated by sharing and living the IKEA culture and values
• Energised by coaching others
• Passionate about understanding customer behaviour and needs, and designing a unique remote experience that exceeds customer expectations

Your responsibilities

• Lead and perform proactive root cause analysis for country, in collaboration with Remote Analytics Specialist, to capture relevant insights
• Perform end-to-end journey monitoring in order to secure the perspectives of the customer
• Gather qualitative customer insight using all channels e.g. customer feedback, social media, call listening, web monitoring/replays in order to enable continuous performance improvement
• Host calibration sessions across RCMP and Remote Partners on \xe2\x80\x9cwhat good looks like\xe2\x80\x9d in order to define and share best practice, thus securing evaluation of customer interactions according to IKEA standards.
• Coordinate qualitative reviews and capture quality insight from Remote Partners in order to get insights of local performance, quality adherence and enable continuous perfromance improvement.
• 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
• Perform qualitative deep-dives, on own or group initiative, to support Remote Analytics in order to confirm data-driven hypotheses based on qualitative findings
• Monitor customer contact and coach, onboard and train Remote Team Leaders in evaluating co-worker quality in order to ensure adherence to quality standards
• Identify and prioritise learning needs for co-workers, coordinating with Sales/Resolutions, Knowledge Specialists and People & Culture, in order to ensure continous learning and development
• Identify improvement areas in the Experience Design domain in order to ensure adherence to quality standards
• Provide feedback to group Quality team connected to any needs or opportunities in order to secure resources for country specific improvements

Together as a team

At IKEA it\xe2\x80\x99s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We\xe2\x80\x99re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We\xe2\x80\x99re a bunch of people who are truly passionate about people!