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Ikea member of staff helping customers use touch screen
Meeting & Understanding Customers

Omni Experience Leader(全渠道顾客体验设计)

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  • Shanghai, China
  • Customer Relations

Job Description

  • Job ID: 22741CN

  • Date posted: 19/05/2026

    • WHAT YOU'LL NEED TO HAVE

    • Extensive knowledge of experience design methodologies, working with consumer trends and creating future state experiences in an omnichannel context.
    • Broad knowledge of IKEA concept, brand objectives, values and vision.
    • Broad knowledge of IKEA tools, processes and cycles.
    • Broad knowledge of how to elevate and optimise the customer experience in an omnichannel reality across meeting points and external touchpoints to increase customer satisfaction, conversation and returning customers.
    • Broad knowledge of how data, AI and insights about customer interactions with IKEA can be translated into seamless solutions.
    • Good knowledge of change management methods and tools as well as stakeholder management.
    • Broad knowledge of the IKEA omnichannel reality.

    YOUR RESPONSIBILITIES

    • Creating a seamless, unforgettable and rewarding omni experience across all channels to inspire customers to return and become loyal customers.
    • Implement omni experience and customer experience frameworks into application in the Organization.
    • Measure customer satisfaction of the omnichannel customer journey in order to identify opportunities for improvement of journeys across and within meeting points.
    • Lead the development of excellence in all aspects of the omnichannel customer experience and oversee the implementation planning of BPL initiatives related to customer experience.
    • Act as a member of the Customer Experience team, proactively contributing to improving the customer experience and delivering common objectives and goals, while taking the lead in unifying different country functions to work towards a common vision of a future state omnichannel experience.

    TOGETHER AS A TEAM

    We deliver sustainable, extraordinary growth by creating a deliberate, unique, inspiring and seamless customer experience and deliver an omnichannel customer experience across and within meeting points that adds value to the many people, meets and exceeds consumer and customer expectations. To represent the customer voice, needs and Expectations and lead the creation of future state seamless and rewarding in omnichannel experience across and within customer meeting points. Fulfilling Life at Home Missions end-to-end. To align and influence all stakeholders to work with a customer centric approach and monitor the effectiveness and efficiency of Customer experience and customer journeys.








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