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Continuous Improvement Specialist
3 months ago
Job ID:
Date posted: 16/05/
Our team within IKEA
At IKEA, our vision is to create a better everyday life for the many people.
We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet.
We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.
We are guided by our cultures & values, creating a great place to work.
We stand for equality, diversity and inclusion.
We care about people & planet and promote health & wellbeing.
We nurture your development and provide career opportunities to unlock your potential.
What you need to know
Working at IKEA has its benefits and rewards: 5 weeks Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
24/7 access to our Employee Assistance Program for health and wellbeing support
15% Co-worker discount
Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
Co-worker uniform provided
Free Co-worker parking
Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
Bonus programme (where eligible)
Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)
Additional information:
This role is permanent full time, 76 hours per/fortnight.
The internal job title for this role is Experience Design Specialist
The work location this for the role is IKEA Customer Support Centre Tempe.
Hybrid working is supported, 3 days in the office/unit and 2 days from home
This role requires availability to work Monday to Friday, 9am- 5pm.
If your application is successful, you will be required to attend a 2-day Welcome induction.
As part of the recruitment process this role requires a pre-employment check for final candidates.
If you are successful for this role, you will be required to obtain a National Police check.
About this work area
As a Continuous Improvement Specialist your responsibilities will include, but are not limited to:
Driving digital-centric project management strategies to optimise efficiency, innovation, and seamless delivery of projects.
Make necessary country adaptations of globally created initiatives, in agreement with group Experience Design Specialists, to secure local relevance.
Ensure coming and on-going implementations and initiatives are communicated to all relevant stakeholders in the local Customer Support Centre in a clear way, thus securing common expectations and co-worker engagement.
Drive and execute complex local implementation, including time, cost, scope, risk control, co-worker training, stakeholder management, reporting and follow up, as well as quality of new initiatives thus securing a smooth implementation process that sets the co-workers for success.
Identify, engage and lead co-workers with key competences for the specific initiative in order to build a high performing project team.
Maintain, update, and manage change in relevant digital tools to secure functions are always up to date.Develop guidelines for trainings related to relevant digital tools and securing learning delivery to keep co-workers up to date on procedures and ways of working.
Ensure close collaboration with all parts of the Customer Support Centre, both on country and global to capture input on improvements needs.
As a Continuous Improvement Specialist you are:
Passionate about service design and continuous improvement.
Driven to exceed customer expectations and motivated by how to grow satisfaction with outstanding service and support.
Motivated to create a fantastic and inspiring experiences for customers that meet IKEA in all remote channels.
Equipped with a good mix of customer and tools knowledge, with the ability to turn requirements into practice.
Able to build trustful relationships and influencing stakeholders on all levels comes naturally for you.
Familiar with a contact centre or similar environment.
We need people like you
At IKEA, work is so much more than a job. Come join us
