Who you are
The Experience Design department consists of Knowledge Management, Experience Design, Quality Management and Analytics as four expertise areas that together bring customer and co-worker experiences to life and realize continuous improvements.
The Experience Design Department secures 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, root cause analysis, service scope offered, customer facing and internal co-worker processes, and digital tools.
• You bring a strong commercial background and a deep understanding of both customer and co-worker needs.
• You have demonstrated leadership experience and a proven ability to achieve results in complex environments.
• You are fluent in English (working language) and have very good German skills (required).
• You take an interest in working with KPIs and developing your understanding of data
• You are curious about combining analytical and experience design perspectives in team settings.
• You enjoy communicating with stakeholders and contributing to constructive collaboration.
• You value a collaborative leadership style that supports team development and a strong team spirit.
What you'll be doing day to day
• Take operational responsibility for coordinating your team’s daily work, aligning improvement activities and project goals with RCMP strategy and customer needs
• Oversee the implementation of tools and services such as VETA, chatbot solutions, translation workflows, and both local and global process analysis initiatives
• Lead and develop an experienced specialist team, creating an inspiring and structured environment based on trust and collaboration
• Translate strategic goals into actionable project plans and guide the team in their execution
• Work closely with your manager to align on priorities and contribute to business steering from an experience design perspective
• Contribute to national and global initiatives and maintain strong cross-functional relationships with other units
• Foster a culture of data-driven improvement, customer-centric design, and continuous learning
Think you’d be a good fit?
We want our co-workers to have things go well for them. That also includes saying “thank you”!
Our way of showing our gratitude:
28 holiday days (based on 100% working hours)
8 weeks of paid parental leave for fathers
20 weeks of paid parental leave for mothers
Particularly attractive co-worker benefits
A 15% co-worker discount on your purchases – that can be used at any IKEA store
Commuting by public transport? We’ll cover 70% to 100% of the cost of your travelcard
Free parking
Unlimited access to the LinkedIn Learning platform
Affordable and healthy meals available at the canteen (CHF 4.50 for meat dishes and CHF 3.50 for veggie dishes)
Bonus payments for all co-workers
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