Customer Journey Leader

1 week ago

Tempe, Australia IKEA Full time
Who you are


You believe customers are the heart of the business and are passionate about creating a memorable journey for them through each interaction, channel and touchpoint within IKEA.

You are driven to understand and dissect customers' needs and expectations now and into the future.

Through your customer centric mindset, you are motivated to monitor and analyse data and customer insights to identify opportunities, provide recommendations and secure continuous improvement throughout the end-to-end journey.

You have the ability to build robust relationships and demonstrate strong leadership skills to influence and drive stakeholders to lead with a customer centric approach through cross functional collaboration.


Your responsibilities


As Customer Journey Leader you will lead the creation of a seamless and rewarding end to end journey for customers across all touch points and channels in the omnichannel transformation.

Your responsibilities will include but are not limited to:

  • Lead and create an unforgettable and rewarding customer experience, including services across all channels, to inspire customers to return and become regular customers.
  • Identify opportunities and provide tangible recommendations for improvement of customer journeys (both on
- and offline and pre-during-post) through collecting, measuring and analysing data and customer insights.

  • Design, deliver and implement tools to measure customer satisfaction throughout the customer shopping journey including test buy, mystery shopping and more.
  • Contribute to the briefing process for all new customer meeting points.
  • Build SME (Subject Matter Experts) competence through driving the customer journey mapping process
  • Contribute as an active member of the Customer team to improve the customer experience to deliver on common objectives, goals and business plan.
  • Collaborate with key stakeholders to secure integration, common focus and maximise impact in the customer journey.

Together as a team


Alongside the Country Customer team, you will support by leading and securing a rewarding customer journey through an omnichannel retail environment.

You will help to promote a customer centric approach within all facets of the business and work in close collaboration with stakeholders to deliver recommendations and continuous improvements to the IKEA customer journey across all touchpoints and channels.

What you need to know


We offer many benefits at IKEA other than just having the opportunity to work for a global company Along with a focus on your personal and career development goals and being a part of an inclusive culture driven by values, you will be entitled to great initiatives including 5 weeks of annual leave, paid Parental leave, Family & Community leave, Co-worker discount, subsidised meals in our Co-worker Restaurant, Bonus program, full training and inductions, free parking and our TACK long-term loyalty programme that will strengthen your retirement benefits.

This role is temporary part time 38hrs/per fortnight (fixed term contract until 21 July The preferred location for the role is Service Office, Tempe NSW however remote work from any IKEA AU location will be considered.

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