Experience Design Specialist

2 settimane fa

Carugate, Italia IKEA A tempo pieno

What you'll need to have

As a person you are passionate about service design and continuous improvement, understanding human behavior, how to exceed customer expectations and how to grow satisfaction with outstanding service and support. You’re motivated to create fantastic and inspiring experiences for customers that meet IKEA in all remote channels. Your colleagues would describe you as having a good mix of customer and tools knowledge with the ability to turn requirements into practice. Building trustful relationships and influencing stakeholders on all levels comes naturally for you.
- Passionate about understanding customer behavior and needs and designing a unique remote experience that exceeds customer expectations
- Project management attitude
- Ability to work within cross-functional high performing project teams
- Excellent written and verbal communication and storytelling skills
- Technical understanding combined with business sense to be able to translate operational digital tool enhancements into actionable solutions
- 1-2 years of experience within Experience Design/UX/Service Design/ process development or business development

What you'll be doing day to day
- Contribute in driving complex implementation, including time, cost, scope, risk control, training, stakeholder management, reporting and follow up, working with Global matrix and Country stakeholders
- Ensure coming and on-going implementations are clearly communicated to all relevant stakeholders, thus securing guidelines for trainings to keep colleagues up to date on procedures and ways of working
- Ensure close collaboration with all parts of the unit to capture input on improvement needs to initiate co-creation of scope for local change projects not covered in the global roadmap
- Collaborate with colleagues with key competences for the specific initiative in order to build a high performing project team

The Remote Customer Meeting Point, an integrated part of the new IKEA Omnichannel retailing system, drives and enables sustainable, extraordinary growth in a new era of remote meeting the customer (Sales & Resolutions).

The purpose of the Experience Design Specialist role is to secure excellent adoption, implementation and local relevance of new global initiatives aimed to improve customer and/or co-worker experience in the local Remote Customer Meeting Point (RCMP).

It also includes the design and implementation of initiatives connected to specific local needs not covered by the global agenda, with a strong customer focused attitude.

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