Who you are
Strong knowledge of customer needs and wishes throughout the shopping journey
Strong knowledge of monitoring and insights generation methodologies within omnichannel environments
Broad knowledge of the contact centre industry and in particular its design functions within globally steered organizations
General knowledge of continuous improvement functions within different industries, with focus on understanding and defining standards for customer and co-worker expectations
Strong analytical and interpersonal skills
Energized by coaching others
Motivated by working thoroughly in order to find root causes and improve quality
You have minimum 4 years of experience in quality, customer experience or continuous improvement role, ideally in a leadership role.
You have good English level.
A day in your life with us
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 what good looks like in order to define and share best practice, thus securing evaluation of customer interactions according to IKEA standards.
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 prioritize learning needs for co-workers, coordinating with Sales / Resolutions, Knowledge Specialists and People & Culture, in order to ensure continuous learning and development
Identify improvement areas in the Experience Design domain in order to ensure adherence to quality standards
Together as a team
In our team we make a virtue to cut waste and keep the quality while saving time and money. You could say that we increase operational excellence without sacrificing what IKEA customers want : a wide range of well-designed, functional home furnishing products at low prices.
It’s a collaborative process of continuous improvement and an ongoing challenge to make the most of every single thing.
What you need to know
At IKEA our mission is to help the many people live better everyday lives in their homes, in their communities and on this planet we all call home.
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 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.
As a result of the Customer Support Transformation, we are now implementing the Remote Customer Meeting Point (RCMP), an integrated part of the new IKEA omnichannel retailing.
