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<Customer Support Centre/千葉> Remote Experience Design Specialist フルタイム正社員

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  • Funabashi-Shi, Chiba-Ken, Japan
  • Project Management
  • Full time

Job Description

  • Job ID: 281527

  • Date posted: 14/03/2025

    • What you'll need to have
    【Required Qualifications】
    ・Experience in change management, project management or equivalent
    ・Experience within experience design, process development or business development
    ・Experience of working in a matrix organisation, either within global/country set-up or across multiple sites/partners
    ・Experience of working in or with multiple channels e.g. retail, contact centre, digital/self-service
    ・Expert knowledge of all aspects of project management
    ・Strong knowledge of leadership principles and prerequisites for situational leadership
    ・Deep knowledge of change management and prerequisites for succesful implementation
    ・Deep understanding for the importance of correct, clear and timely communication

    【Preffered Qualifications】
    ・Strong knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
    ・Deep understanding of the complexity of the Customer Center processes and the role of technology as an integrated part of the business
    ・Deep knowledge of Customer Center processes, improvement methodologies and techniques with a clear focus on customer and co-worker experience
    ・Deep knowledge of Customer Center relevant digital functions and how digital tools impact the running Customer Center business
    ・Good knowledge of using relevant digital tools (Office 365 applications/Power BI/Miro board)

    【Language Requirements】
    ・Conversational level in Japanese (Conversational English skill is preffered)

    【Purpose of this Job】
    ・Secure excellent adoption, implementation and local relevance of new global initiatives aimed to improve customer and/or co-worker experience in the local Contact Center, Remote Customer Meeting Point .
    ・Design and implement initiatives connected to specific local needs not covered by the global agenda, with a strong customer focused attitude.

    【Your Responsibilities】
    ・Make necessary country adaptations of globally created initiatives, in agreement with group Experience Design Specialists, to secure local relevance
    ・Ensure coming and on-going implementations and intiatives are communicated to all relevant stakeholders in the local Contact Centre in a clear way, thus securing common expectations and co-worker engagement
    ・Drive and execute complex local implementation, including time, cost, scope, risk control, co-worker training, stakeholder management, reporting and follow up, as well as quality of new initiatives thus securing a smooth implementation process that sets the co-workers for success
    ・Identify, engage and lead co-workers with key competences for the specific initiative in order to build a high performing project team
    ・Manage dependencies and interfaces between projects and the running business to ensure common expectations
    ・Maintain, update and manage change in relevant digital tools in order to secure functions are always up to date
    ・Develop guidelines for trainings related to relevant digital tools and securing learning delivery in order to keep co workers up to date on procedures and ways of working
    ・Provide global digital team with change requests to improve and optimise product functionality in order to ensure digital tools are fit for purpose and optimised for country needs
    ・Contribute to follow up on performance and deliveries of possible external vendors in order to enable lowest cost of delivery and delivery according to expectations
    ・Ensure close collaboration with all parts of the Contact Centre, both on group and country in order to capture input on improvements needs
    ・Validate and prioritise local improvement needs in order to initiate co-creation of scope for local change projects not covered in the global roadmap
    ・Contribute with expertise and share knowledge in the local Contact Centre in order to secure a general understanding of project management among co-workers

    【Your Team】
    Manager and 7 Specialist (experience design specialists,Knowledge Specialists,Quality Specialists, and Remote Analitics)

    【Working Hours】
    ・9:00-18:00 (Flextime)
    (You possibly work until 21:00 around 2-3 times/month)

    【Ｗhere you work/Access】
    ・Work from Tokyo-Bay Office at least 2-3 times a week/Available to work from home other days
    IKEA Customer Support Center Office (in Tokyo-Bay Store)
    2-3-30 Hama-cho
    Funabashi-shi
    273-0012
    What you'll need to have

    About this work area
    【Employment Status】
    - Full-time regular employee- 40 hours per week contract

    【Benefits】
    - Social insurance: welfare pension, health insurance, and unemployment insurance
    - Transportation expense (up to 1,530 yen/day)
    Parking spaces available for car commutation

    ・We have a generous vacation package, with 16 paid leave days available in the first year (can be used after 6-months probation). Our total yearly paid time off totals 127 days per year.
    In addition, we also provide congratulatory or condolence leave, maternity leave, nursing care leave, childcare leave, paternity leave, childcare leave for partners, personal injury leave, nursing leave, volunteer leave, family care leave
    No matter what life stage you are at, we have the leave to support you!

    - Employee discount system
    - Employee cafeteria
    - Christmas gift
    - Great value life insurance, long-term medical care insurance plans (opt-in)
    - Retirement allowance system (corporate defined contribution pension plan: 3 years or more of service)
    - Employee smoking area
    - Extensive learning opportunities including Rosetta Stone (language learning) and Linkedin learning subscriptions
    https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/benefits-pub8c6da021

    【OPEN IKEA internal recruitment system】
    At IKEA we want you to take your career in the direction of your passions. When we recruit for an opening, the position is available to apply to by all IKEA employees. This includes domestic and international opportunities.
    Where will your career take you? To the IKEA stores? A different country? Up and up in your current department? It is up to you!

    【Working at IKEA】
    Everyone has a home at IKEA. Our way of working values work, family, and individuality.
    To get a better image of our culture, watch the following 9 interviews with some of our coworkers.
    https://youtu.be/A6MBRKNRlGw

    "At IKEA, we believe everyone has the right to be treated fairly and be given equal opportunities"
    Diversity is a key to success; diversity comes in all shapes and sizes. Being ourselves, and contributing with our uniqueness, makes us all grow.
    At Ingka Group, we welcome all dimensions of diversity. A diverse and inclusive workplace is good for our co-workers, for our customers and our business.
    We strive to have a diverse and inclusive work environment where co-workers feel valued for their uniqueness, recognized for their diverse talents, and where they can be themselves.
    IKEA Japan would like to explore together. If you have a passion for this position, please don’t hesitate to apply!
    Let’s get closer to our vision of “creating a better everyday life for the many people” together!

    https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/diversity-and-inclusion-pub86a2cb59

    If you are in need of support to apply, or to participate in an interview due to a disability, please contact us anytime at the following email: 029.recruiters.jp@ikea.com
    Apply now!
    【How to apply】
    Think this might be the job for you? Please apply today using the register button on this page!
    Attach a resume and cover letter, and we will get back to you as soon as we can.

    If you have any questions, please feel free to contact us at 029.recruiters.jp@ikea.com


    ＜Online company information session＞

    The company information session is an opportunity to learn more about IKEA and working at IKEA.
    We encourage you to attend.
    *Reservations cannot be made here. Please check the latest session schedule at IKEA Japan website.
    https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/


    *As IKEA is a global company, time zones can affect the closing of application periods. Please apply at least 2 days before the deadline.
    *Furthermore, it is possible a position's recruitment may close early if the contract has been filled. We advise that you submit an application as soon as you can.
    *Please note that as part of the selection process, we may ask for references from those who have experienced working with you. The reference will be in the form of a questionnaire.
    Questions and support? Let's connect!
    IKEA Japan Recruitment Team: 029.recruiters.jp@ikea.com
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