Continuous Improvement Specialist

3 weeks ago

Tempe, Australia IKEA Full time

**Job ID**: 240255

**Date posted**: 16/05/2024

**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 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

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