About the job
- Turn the end-to-end shopping journey at IKEA frictionless, easy, seamless, and convenient.
- Advocate a culture of continuous improvement based on customer feedback in the area of convenience & support.
- Provide an accessible and convenient customer support (by CCC or coworkers in any IKEA Customer Meeting Point and/or self-support for the customer) by maximizing and/or developing new capabilities and system functionality.
- Expand and adopt new market relevant ways to communicate with customers for support purposes (e.g. Line chat, Social media).
Your assignment
- Co-create and agree with the markets, Functional Network Leaders, Retail Solutions Team and Digital Services the development roadmap required to create that frictionless, seamless experience.
- Be the contact point with Inter IKEA’s Development Team on the continuous enhancement and rolling out of new/enhanced initiatives such as PulseCX, Smaland 2.0, unassisted Play solutions, etc.
- Digitalization coworker processes and tools for time gain and higher efficiency (e.g. checkout process in-store, service order booking, food orders, customer refunds, etc.
- Enable customer self-support, chatbots for support in all CMPs to complement coworker service. This is the new “you do your part, we do ours, together we save money”. What can the customer do themselves to release dependency on coworker and increase efficiency.
- Reduce time at checkout both in-store as online/app for quicker conversion and decrease cart abandonment (loose hands in-store). Included here to assess which payment methods to offer at which checkout points to increase productivity and reduce waiting lines (e.g. Bistro vs Sales Desk at HFB4).
- Establish with Functional Network Leaders and Data team a reviewed set of KPIs that lead to more omnichannel behaviour/mindset by store coworkers. Ensure development and rollout of an automated dashboard across the different units and secure adoption through change management process.
