Remote Experience Design Manager

Who you are

We are on a mission to create a better IKEA by becoming more accessible and serving more of the many where they are. In the Remote Customer Meeting Point (RCMP) we contribute to a seamless omnichannel retailing experience by offering the full suite of support and planning services via various remote touchpoints, including phone, chat, video, and social media. We strive to give the many people the best of IKEA no matter where they meet us and at what stage in their shopping journey. Always moving with the fast changing times, the Global RCMP team will continue to optimise our ways of working, our co-worker tools and engagement, as well as our use of AI and digital tools to drive growth, omnichannel profitability, and co-worker and customer happiness.

Are you the Remote Experience Design Manager we are looking for who will drive and lead our team and function in this global role managing and working closely with the 30 countries in our RCMP community?

You are an extremely driven and motivated individual who enjoys an ambitious challenge to be successful in leading positive change. To thrive in this role, you will need to have:

• Working knowledge of Service Design methodologies and creating amazing experiences for customers and co-workers

•Relevant understanding and experience with customer and co-worker quality standards, insights generation, and management methodologies within omnichannel environments

• Extensive experience optimizing the customer experience across digital touchpoints

• Outstanding leadership skills and experience of building strong relationships, inspire, collaborate, and unleash entrepreneurship

• Experience working within global organizations and leading networks combined with a good understanding of change management methods and tools

• Strong ability to translate insights into actionable plans and projects for improvement and to manage major implementation efforts

• Several years of experience leading others in a customer strategy or experience design leadership role

• Knowledge influencing and managing the performance of different customer metrics

• Excellent communication and interpersonal skills, with the ability to influence and collaborate cross-functionally.

• Experience working with knowledge management frameworks

Your professional passion is to craft exceptional remote customer experiences, prioritising connections and lasting loyalty. As a Remote Experience Design Manager, you champion a culture of empathy and excellence, collaborating cross-functionally to align customer expectations with company goals, ultimately shaping memorable remote experiences. In an environment where things move fast, you proactively bring your strategic mind and skills into the dialogue. Last but not least, you embody the IKEA values and are not afraid to find your own way and test and learn in rapidly changing times.

Your responsibilities

You will drive and lead the global Remote Experience Design (XD) team by creating and driving a global roadmap for continuous improvement initiatives to enable best-in-class remote customer experiences. More specifically, your responsibilities will include to:

• Take responsibility for setting and securing Remote Experience Design goals are achieved

• Monitor industry trends and best practices in customer experience management.

• Continuously seek opportunities for innovation and improvement in our Remote Experience Design offerings.

• Drive the definition of future needs for change and development and translate these into roadmaps

• Provide expertise and input to Group RCMP Management Team, with a continuous focus on driving focus towards excellent customer and co-worker journeys. to promote a proactive mindset across all areas of the RCMP

• Contribute to the RCMP goal-setting process

• Lead, coach, and develop a team of XD leaders and specialists, promoting individual growth and securing a high-performing team of passionate experts

• Lead a community of local XD Managers in the countries and ensure alignment on common priorities and high performance.

Together as a Team

Our vision is to create a better everyday life for many people. The values are the foundation of our work. By living them, we form the unique IKEA culture where team spirit and togetherness are key. The Remote Customer Meeting Point is an integrated part of the new IKEA omnichannel retailing system in the Omni Meeting Point Retail Area at the Group level. It drives and enables sustainable, extraordinary growth in a new era of meeting the customer remotely (Sales & Resolutions).

Questions and support? Let's connect!

The location is Malmö, Sweden.

If you have questions regarding the recruitment process, please feel free to contact Sofie Skarlöv at sofie.skarlov2@ingka.ikea.com.

We look forward to receiving your application in English and will review candidates continuously, so please submit your application.

Warm welcome with your application!