ID dell'offerta: 240255

Data della pubblicazione: 16/05/2024

Our team within IKEA

At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

We are guided by our cultures & values, creating a great place to work.
We stand for equality, diversity and inclusion.
We care about people & planet and promote health & wellbeing.
We nurture your development and provide career opportunities to unlock your potential.

What you need to know

Working at IKEA has its benefits and rewards:
• 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• Co-worker uniform provided
• Free Co-worker parking
• Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional information:
• This role is permanent full time, 76 hours per/fortnight.
• The internal job title for this role is Experience Design Specialist
• The work location this for the role is IKEA ​​Customer Support Centre Tempe.
• Hybrid working is supported, 3 days in the office/unit and 2 days from home
• This role requires availability to work Monday to Friday, 9am- 5pm.
• If your application is successful, you will be required to attend a 2-day Welcome induction.
• As part of the recruitment process this role requires a pre-employment check for final candidates.
• If you are successful for this role, you will be required to obtain a National Police check.

About this work area

As a Continuous Improvement Specialist your responsibilities will include, but are not limited to:
• Driving digital-centric project management strategies to optimise efficiency, innovation, and seamless delivery of projects.
• 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 initiatives are communicated to all relevant stakeholders in the local Customer Support 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.
• Maintain, update, and manage change in relevant digital tools to secure functions are always up to date.
• Develop guidelines for trainings related to relevant digital tools and securing learning delivery to keep co-workers up to date on procedures and ways of working.
• Ensure close collaboration with all parts of the Customer Support Centre, both on country and global to capture input on improvements needs.



As a Continuous Improvement Specialist you are:
• Passionate about service design and continuous improvement.
• Driven to exceed customer expectations and motivated by how to grow satisfaction with outstanding service and support.
• Motivated to create a fantastic and inspiring experiences for customers that meet IKEA in all remote channels.
• Equipped with a good mix of customer and tools knowledge, with the ability to turn requirements into practice.
• Able to build trustful relationships and influencing stakeholders on all levels comes naturally for you.
• Familiar with a contact centre or similar environment.

We need people like you

At IKEA, work is so much more than a job. Come join us!