Continuous Improvement Analyst

24 hours ago

Sydney, New South Wales, Australia Ikea Full time

Who you are

You're passionate about service design and continuous improvement, understanding human behaviour, how to exceed customer expectations and how to grow satisfaction with outstanding service and support. You are motivated to create fantastic and inspiring experiences for customers that meet IKEA in all remote channels. Your colleagues would describe you as having a good mix of customer and tools knowledge with the ability to turn requirements into practice. Building trustful relationships and influencing stakeholders on all levels comes naturally for you.

**Responsibilities**:
As the Continuous Improvement Analyst, your responsibilities will include but not be limited to:

- Make necessary country adaptations of globally created initiatives, in agreement with group Continuous Improvement Analysts, 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 in order to secure functions are always up to date
- Develop guidelines for trainings related to relevant digital tools and securing learning delivery in order to keep co workers up to date on procedures and ways of working Customer Support Centre, both on country and global in order to capture input on improvements needs

Together as a team

As the Continuous Improvement Analyst you will secure excellent adoption, implementation and local relevance of new global initiatives aimed to improve customer and/or co
- worker experience in the local Customer Support Centre. You will design, develop and implement remote customer journeys connected to local needs and that drive continuous improvement of customer and co-worker experience.

ADDITIONAL INFORMATION

This is role is permanent full time, 76 hour per/fortnight. You must be available to work a mixture of shifts, including late nights and weekends.

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