Call Center Experience Design Specialist-Project Manager - Ikea

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.

As a person you are passionate about service design and continuous improvement, understanding human behavior, how to exceed customer expectations and how to grow satisfaction with outstanding service and support. You’re motivated to create fantastic and inspiring experiences for customers that meet IKEA in all places. Your colleagues would describe you as having a good mix of customer and tools knowledge with the ability to turn requirements into practice. Building trustful relationships and influencing stakeholders on all levels comes naturally for you. • Have an understanding of the complexity a Call Center and the role of technology as an integrated part of the business to support the customer experience • Understand the importance of correct, clear and timely communication to customers and co-workers • Ability to scope, plan and execute major implementation efforts by prioritizing and making decisions with speed and simplicity • Strong leadership skills with ability to build, lead, inspire and empower cross-functional high performing project teams • Excellent written and verbal communication and storytelling skills for a wide range of levels and audiences, including senior business leaders • Technical understanding combined with business sense to be able to translate operational digital tool enhancements into actionable solutions • Passionate about understanding customer behavior and needs, and designing a unique remote experience that exceeds customer expectations • Passionate about the connection between digital functions and co-worker/customer experience

We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. 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 customer channel at IKEA.

-Formal qualifications in change management, project management or equivalent (Project Management Professional in the US or Six Sigma LEAN certification) -Minimum 5 years of experience within experience design, process development or business development -Minimum 3 years of experience of working in a matrix organization, either within global/country set-up or across multiple sites/partners -Experience of working in or with multiple channels e.g. retail, contact center, digital/self-service Learning -Fluent in English and local language -Preferred: Experience from a leader role within customer service operations

At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to ​help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more! Generous paid time off, holiday and sick time WiselyPay – get earned wages up to two days early Paid parental leave (up to 16 weeks) KinderCare tuition discount   Retirement and bonus plans Co-worker discount, meal deal, and referral bonus Pet insurance program Education assistance and learning programs Safety shoe reimbursement 24/7 telehealth visits Dental and vision plans Medical and Rx plans (must work min. 20 hrs/wk) A fun and inclusive work environment SALARY DISCLOSURE- The ideal pay range for this role is $62,158-$89,949.25 based on the Baltimore Pay Tier. The pay range may vary based on your location. This position is hybrid role that requires open availability. The successful candidate must live within a commutable distance to the IKEA Remote Customer Meeting Point in Nottingham, MD.