Call Center Experience Design Specialist-Project Manager

About the position

The Call Center Experience Design Specialist-Project Manager at IKEA is responsible for enhancing customer service experiences through effective service design and continuous improvement. This role focuses on understanding customer behavior, exceeding expectations, and implementing major projects that improve service delivery in a call center environment. The specialist will lead cross-functional teams, influence stakeholders, and ensure clear communication to enhance customer satisfaction and operational efficiency.

Responsibilities

• Create and implement service design strategies to improve customer experiences.
• Lead and inspire cross-functional project teams to achieve high performance.
• Scope, plan, and execute major implementation efforts in a call center environment.
• Build trustful relationships and influence stakeholders at all levels.
• Communicate effectively with customers and co-workers, ensuring clarity and timeliness.
• Translate operational digital tool enhancements into actionable solutions.

Requirements

• Six Sigma Certification
• Project Management Professional (PMP) certification
• Minimum 5 years of experience in experience design, process development, or business development
• Minimum 3 years of experience in a matrix organization
• Strong leadership skills and ability to build and lead high-performing teams
• Excellent written and verbal communication skills
• Technical understanding combined with business sense.

Nice-to-haves

• Experience in a leadership role within customer service operations
• Fluency in local language in addition to English

Benefits

• Paid parental leave
• Paid holidays
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• Referral program
• Retirement plan
• Pet insurance