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Steering and Leadership

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

Candidatură
  • Funabashi-Shi, Chiba-Ken, Japan
  • Business Development
  • Normă întreagă

Descrierea postului

  • ID post vacant: 275073

  • Data afișării: 11/03/2025

    • What you'll need to have
    【Required Qualifications】
    ・・Formal qualifications in continuous improvement, project management or equivalent.
    ・Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people.
    ・Expert knowledge of designing services and experiences for customers and co-workers.
    ・Expert knowledge of customer and co-worker quality standards, monitoring, insights generation and knowledge management methodologies within omnichannel environments.
    ・Thorough knowledge of the contact centre industry and in particular its design functions within globally steered organisations.
    ・Strong knowledge of leading and working in an agile, highly collaborative team.
    ・Strong knowledge in change and project management.
    ・Strong understanding of the complexity of IKEA business and the role of Customer Support Centre, as an integrated part of the business.
    ・Good knowledge of using relevant digital tools (Office 365 applications/Power BI/Miro board).

    【Preffered Qualifications】
    ・Experience in customer strategy or experience design leadership role.
    ・Experience of influencing and managing performance of different customer metrics e.g. NPS, CSAT.

    【Language Requirements】
    ・Fluent in English and Japanese

    【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.

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

    【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 Tokyo-Bay Store)
    2-3-30 Hama-cho Funabashi-shi 273-0012


    About this work area
    【Contracts】
    - 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
    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.

    【Hiring Process Steps】

    ＜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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