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運営、統括、リーダーシップ

<Customer Support Centre/ Chiba> Experience Design Manager Full-time

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  • Funabashi-Shi, Chiba-Ken, Chiba, Japan
  • ビジネス ディベロップメント
  • フルタイム

職務記述書

  • 求人ID: 275073

  • 掲載日: 16/06/2025

    • What you'll need to have

    【Purpose of this Job】
    ・Secure excellence in the experiences offered to customers in the remote environment through the adoption and implementation of change and improvement initiatives. This includes initiatives in areas such as remote customer journeys, co-worker and customer knowledge, remote analytics, service scope offered, customer facing and internal co-worker processes, and digital tools.

    【Your Responsibilities】
    ・Accountable for executing and adapting the global Experience Design strategy, involving Remote Partners in order to drive continous local improvement and secure excellent customer and co-worker experience over time.
    ・Accountable for a successful adoption of global Experience Design initatives in the Customer Support Centre and Remote Partners in order to ensure delivery of change including local adaptation, implementation, change management, and training needs being secured.
    ・Ensure a strong collaboration with Group Experience Design in order to give and take input, thus contributing to the global strategy.
    ・Drive the definition of future improvement needs for the local Customer Support Centre and translate these into actions or requests to Group Experience Design, in order to secure better ways of working over time.
    ・Contribute with input to the Customer Support Centre country goal-setting process in order to secure Experience Design perspectives are taken into account.
    ・Participate and provide input to Country Customer Support Centre Management Team, with a continuous focus on driving change and a proactive mindset across all areas of the Customer Support Centre.
    ・Drive and influence a customer-obsessed culture within Country Management Team with a continuous focus on driving change, quality and knowledge management to enable adoption of new initiatives, tools and ways of working.
    ・Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners.
    ・Lead, coach and develop a team of Specialists, promoting individual growth and securing a high performing team of passionate experts.
    ・Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences are available.

    【Required Qualifications】
    ・3+ years of hands-on experience in service or customer experience design
    ・Practical knowledge of project management and continuous improvement
    ・Proven leadership experience in agile, cross-functional teams
    ・Experience working with customer satisfaction metrics (e.g., NPS, CSAT)
    ・Familiarity with omnichannel environments (e.g., contact centers, digital support)
    ・Proficiency in digital tools such as Office 365, Power BI, and Miro
    ・Business-level fluency in English
    ・Strong alignment with IKEA’s values and vision

    【Preferred Qualifications】
    ・Experience working in global or multicultural teams
    ・Track record of leading customer support strategy or improvement initiatives
    ・Fluency in Japanese

    【Your Team】
    You’ll lead a diverse team of 8 Specialists with expertise in experience design, knowledge management, quality, and remote analytics.
    As a member of the Customer Support Center management team, you will work closely with five other Function Leads to co-create a seamless and consistent customer experience across all areas.
    You will report directly to the Country Remote Customer Meeting Point Manager.

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

    【Ｗhere you work/Access】
    ・Work from Tokyo-Bay Office
    IKEA Customer Support Center Office (in IKEA Tokyo-Bay Store)
    2-3-30 Hama-cho Funabashi-shi 273-0012





    About this work area

    【Employment Status】
    - Full-time regular employee- 40 hours per week contract
    - Probation period: 6 months
    - Start date is the first day of every month (consult with us about your start date)
    - Retirement age: 65 years old

    【Benefits】
    - Social insurance: welfare pension, health insurance, and unemployment insurance
    - Transportation expense (up to 1,530 yen/day)
    Parking spaces available for car commutation
    -Paid vacation (available after 6 months of employment, up to 20 days maximum)
    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!
    - Uniform rental (if required)
    - 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!
    Please submit your resume, detailed work history, and a cover letter explaining why you are interested in this role and how your experience aligns with the position.

    【Hiring Process Steps】
    The hiring process consists of document screening, followed by up to three rounds of interviews. A reference check will be conducted before the final decision.
    Interviews may be conducted online or in person, depending on the situation.

    *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.

    Questions and support? Let's connect!

    IKEA Japan Recruitment Team: 029.recruiters.jp@ikea.com
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