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Remote Experience Design leader

Leadership & Management Full Time

Job description

Who you are

We are transforming the remote meeting point with our customers to meet their needs and dreams, by creating a seamless omnichannel retailing experience. Our newly established Global Remote Customer Meeting Point (RCMP) team will enable remote planning and selling by offering inspiring, engaging, and easy access to life-at-home expertise which will differentiate us from our competitors, leading to the growth and positioning of IKEA. We will create even more memorable and engaging remote meetings between us and our customers with new tools and ways of working by launching new digital self-service tools that will simplify our customers' interaction with us.

Are you the Remote Experience Design Leader we are looking for who will drive and lead our Remote Experience Design work globally?

You have expert knowledge of continuously improving functions within different industries, with a focus on designing services and experiences for customers and co-workers. Your patient nature will be key to driving change, and furthermore, you possess:

•Strong knowledge of the RCMP business, process improvement methodologies, and techniques as well as how processes interact with customer service
•Excellent process improvement methodologies and techniques
•Experience working within globally steered organizations combined with a good understanding of change management methods and tools
•The ability to translate insights into actionable plans and projects for improvement and to manage major implementation efforts
•Solid interdependent leadership skills with the ability to build trustful relationships to communicate the need and scope for change initiatives verbally, visually, and written in an inspirational way
•A handful of years of experience leading others in a customer experience, service design, or journey design team within a global/country set-up or across multiple sites/partners
•Extensive knowledge of required roles, skills, and capabilities to improve customer service processes
•Formal qualifications in agile methodology, service design, and Lean Six Sigma

Your responsibilities

You will drive and lead the global Remote Experience Design roadmap for continuous improvement initiatives within the Remote Customer Meeting Point (RCMP). More specifically, your responsibilities include to:

•Plan, drive, lead and deliver improvement initiatives, enhancing the RCMP processes and ways of working across countries
•Ensure alignment with other Experience Design Leaders and Experience Design Specialists in the countries, and secure integrated priorities and close cross-collaboration
•Lead and develop a team of Specialists, securing a healthy balance of key competencies, promoting individual growth, and driving consistent ways of working to ensure a high-performing team
•Measure, follow-up, and drive continuous improvement of team and performance, ensuring outcomes are met
•Define best practices in Experience Design management by benchmarking against industry standards to validate and ensure state-of-the-art customer experiences
•Drive and coordinate the design and implementation of new and improved experiences based on analyses and insights, and securing adoption in the countries
•Define high-level Experience Design vision and strategy to secure omnichannel alignment and success

Together as a team

Our vision is to create a better everyday life for many people. The values are the foundation of our work. By living them, we form the unique IKEA culture where team spirit and togetherness are key. The Remote Customer Meeting Point is an integrated part of the new IKEA omnichannel retailing system is the Remote Customer Meeting Point (RCMP) at the Group level. It drives and enables sustainable, extraordinary growth in a new era of meeting the customer remotely (Sales & Resolutions). The RCMP is the new home of our Customer Support Centre!

Questions and support? Let's connect!

The location for the role can be in Malmö, Sweden, or Amsterdam, the Netherlands.

For more information about the role, please reach out to Hiring Manager, Tobias Pålsson at

If you have questions regarding the recruitment process, please feel free to contact Riyaz Inamdar at

Please note that due to GDPR reasons we do not accept applications by email, and we want you to send us your application (CV and cover letter) in English no later than 29th of November 2022.

Please note that we will be reviewing applications on a continuous basis.