Continuous Improvement Manager

Who you are

You are someone who is passionate about creating an IKEA fit for the omnichannel retail future and living the change process that comes with it. You are energised by driving growth and contributing through co-creation and cooperation to IKEA's overall success and results. You demonstrate excellent communication and influencing skills and have the ability to steer the business along with your senior leaders. You are passionate about understanding the behaviors of the many people, the local Life at Home and current Home Furnishing trends. You are experienced in implementing and improving services and experiences for customers and co-workers thorough knowledge of the contact centre industry. Your leadership skills displays that you can drive the Experience Design agenda in the management team in a clear and inspirational way. With your strong analytical, operational skills and your involvement with customer and co-worker quality standards you are able to monitor the insights whilst leading and working in an agile, highly collaborative team.

**Responsibilities**:
As the Continuous Improvement Manager your key responsibilities will include, but are not limited to;
- Accountable for a successful adoption of global Experience Design initiatives in the Customer Support Centre (CSC) and Remote Partners in order to ensure delivery of change including local adaptation, implementation, change management, and training needs being secured.
- Ensure a strong collaboration with Group Experience Design in order to give and take input, thus contributing to the global strategy.
- Drive the definition of future improvement needs for the local CSC and translate these into actions or requests to Group Experience Design, in order to secure better ways of working.
- Contribute with input to the CSC country goal-setting process in order to secure Experience Design perspectives are taken into account.
- Participate and provide input to Country CSC Management Team, with a continuous focus on driving change and a proactive mindset across all areas of the CSC.
- Drive and influence a customer-obsessed culture within Country Management Team with a continuous focus on driving change, quality and knowledge management to enable adoption of new initiatives, tools and ways of working.
- Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners.
- Lead, coach and develop a team of Specialists, promoting individual growth and securing a high performing team of passionate experts.
- Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences are available.
- Promote and take responsibility for informed data-based decision-making to improve end to end performance.
- Ensure collaboration with Country Business Navigation & Demand & Capacity in order to contribute to goals achievement and business steering.

Together as a team

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 realise continuous improvements. We secure 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.

Additional Information

This role is permanent full time based in the Customer Support Centre, Tempe NSW.