WHY WE WILL LOVE YOU

You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you. A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It’s the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

QUALIFICATIONS

You have 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 organization, either within global/country set-up or across multiple sites/partners, ideally in a leadership role. You can also demonstrate experience of working in cross-functional projects.

• 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 Call Center 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 skills and ability to turn insights into improvement needs
• Strong interpersonal skills with ability to engage and empower others 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

Leading and performing root cause analysis for the country in partnership with other internal stakeholders to capture customer feedback through all channels to enable continuous improvement.

• 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 Call Center locations 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 partners in order to get insights of local performance, quality adherence and enable continuous performance improvement.
• Perform qualitative deep-dives, on own or group initiative, to support the Analytics team in order to confirm data-driven hypotheses based on qualitative findings
• Monitor customer contact and coach, onboard and train 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
• Provide feedback to group Quality team connected to any needs or opportunities in order to secure resources for country specific improvements

You have 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 organization, either within global/country set-up or across multiple sites/partners, ideally in a leadership role. You can also demonstrate experience of working in cross-functional projects.

• 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 Call Center 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 skills and ability to turn insights into improvement needs
• Strong interpersonal skills with ability to engage and empower others 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