ALTERNANCE: SPECIALISTE DIVERSITÉ ET INCLUSION F/H

Job description

Wie je bent

In this role you will lead a high performance team to adapt, drive and follow up on Experience design initiatives (within Experience Design, Knowledge management, Quality management, Analytics). This happens through inspirational and empowering IKEA leadership with focus on enabling the team to perform at their best, thus supporting the meeting with customers and coworkers in the best possible way.

Wie je bent

• You are an inspiring and enthusiastic leader, who gets excited by the idea of developing people within a high performing team, delivering quality products and projects. You love working in a structured environment and have extensive knowledge on project management.
• You have strong communication and interpersonal skills combined with ability to practice inspirational IKEA leadership for specialists with different competences and needs
• You have the ability to solve problems and handle conflicts, always with IKEA values at heart
• You have the ability to empower others to achieve set goals, using individualized techniques that trigger motivation and development
• You have strong analytical skills combined with an ability to understand end-to-end processes and define potential room for improvement
• You are experienced with project management preferably as a project lead (e.g. Agile, Lean, Six Sigma) and the ability to coach the team’s project management skills
• You have a minimum of two years’ experience within Customer Service or Customer Experience
• You have the ability to switch between the helicopter view and operational improvements
• Your backpack is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us. 
• It’s essential you have strong communication skills, especially in written (Dutch and English) and strong (stakeholder) management skills.

Ons team binnen IKEA

We are a young and driven team of 13 specialists that love to grow every day. We are ambitious and looking forward to welcome a team leader that can help us grow individually and take the team to the next level both!

We are responsible for:
• Country Knowledge Management; Chatbot, internal and customer knowledge base
• Quality management; Customer service quality framework, closed feedback loop to country
• Experience design; Customer journey mapping, roll out of country or customer service projects
• Analytics; Delivering supporting analysis and the customer reporting set up ( Power BI)

We are committed to making IKEA more accessible, affordable, and sustainable in everything we do. We are transforming how we meet our customers across all touchpoints to be seamless, effortless and enjoyable. And we know that customers love to interact with IKEA in many ways. Connecting with IKEA remotely (contact center / omnichannel) has never been more important to us to allow our customers to be inspired and think of the many ways IKEA can help them live a better life. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable remote customer channel at IKEA.

In Experience Design we build and lead a high performing team to adapt, drive and follow up on Experience design initiatives in all areas of Experience Design, Knowledge, Quality & Analytics.

This happens through inspirational and empowering IKEA leadership with focus on enabling the team to perform at their best, thus supporting the meeting with customers in the best possible way.

You report to the Experience Design manager.

Je verantwoordelijkheden

In this role, you are responsible for enabling execution and adaption of the global Experience Design strategy in order to drive continuous local improvement and secure excellent customer and co-worker experience over time.
• you create an inspiring and motivating work environment and build a committed team of specialists, with a strong customer-focused culture based on pride in the work and high performance, thus securing great support for remote customer experience and trust in the IKEA Brand
• You lead and coach specialists through knowledge and trust to identify performance improvement areas in processes and behaviors as well as development opportunities, thus building competence and securing excellent performance
• You'll create, monitor and follow up both individual and team action plans in order to reach set team and individual goals
• You'll contribute with subject matter expertise to promote a learning and continuously improving organization

Good for our planet and for you

What we do today, we will do a little better tomorrow. Because together we care for people and the environment. In the meantime IKEA is also taking good care of you.

Start as an Experience Team leader you get based on a 38-hour working week:
• A fair salary bases on your experience within IPE level 49
• A 13th month payment and a bonus scheme
• Possibility to grow internally and via internal trainings
• 15% discount on IKEA products
• Travel costs with public transport are fully paid. If you drive by car you gat a compensation

Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.

If you have any questions please reach out to Richard Ijsbrandy via +31621832625