Principal Experience Design Leader

Job ID: 265068

Date posted: 21/12/2024

Who you are
We are looking for a visionary leader who can inspire and direct towards the future vision for how IKEA meets our customers in the new omnichannel reality — working cross-functionally to develop and drive topics forward while stimulating creative ideas and perspectives that create business impact. With an understanding of the complexity of IKEA business whilst being able to contribute with strategic direction and story tell this to a wide range of audience in an inspirational way.

To grow as a Principal Experience Design Leader, this is the background we are looking for:

• At least 6 years of experience in senior consumer-facing business working with strategy, retail development and/or experience design.
• Proven experience in a senior leadership role(s) with Strategic Experience in design, working with both physical and digital design.
• Proven experience in building large-scale networks and collaborations.
• Knowledge of macro, industry and market trends and how to create customer experience strategies that meet and exceed consumer expectations.
• Understanding of how to create a successful omnichannel customer experience north stars, concepts, and how to use creative storytelling to gain buy-in across all levels of the company.
• Knowledge of customer experience strategy development approaches tied to business performance development.
• Knowledge of channel-specific and omnichannel customer experience trends, strategies and approaches.

Your responsibilities
As the Omni Experience Leader at IKEA, you will play a pivotal role in shaping and driving our omnichannel customer experience (CX) strategies. You will empower teams to deliver compelling customer experience strategies and experience direction on global, regional, and Customer Meeting Point (CMP) levels to deliver maximum impact to IKEA.

• Define Omni Experience strategies and experience design across all CMPs. Initiate, define, and drive omnichannel experience strategies and direction to achieve a desired end-state customer experience, and for activating stakeholders across the IKEA network to drive understanding and deliver maximum impact.
• Develop and use methodologies on Omni Experience Framework and customer journey design based on quantitative and qualitative insight to inform the broader organisation and balance between Global synergies and Local relevance.
• Lead specific customer experience strategies and experience design projects for both physical and digital meeting points to deliver globally and locally relevant solutions whilst unlocking.
• Lead with IKEA values and develop a competent and high-performing team to strongly contribute to the objectives and goals. Contribute as a member of Omni Meeting Points Management. Act as a member in steering groups, councils, and boards across IKEA organisations to support the overall business and people agenda.

This is a permanent position located in Malmö, Sweden, and you will report to the Omnichannel Experience & Strategy Manager.
About this work area
Develop and evolve the IKEA Omni Ecosystem framework, defining the role of meeting points through an end-to-end customer experience approach.

Drive omnichannel development across OMP across the IKEA strategic landscape, ensuring global scale and regional relevancy.

Lead end-to-end customer experience strategies across and within IKEA customer meeting points and touchpoints.

Bringing omnichannel experience as part of the Growth plan to life across all channels.
Questions and support? Let's connect!
We will make sure to allocate a lot of time for questions about the role during the interview part of the process. In case you have any questions about the recruitment process, please contact the Recruiter Juliana Picon via email at juliana.picon@ingka.com

Please note that due to GDPR reasons, we do not accept applications by email, and we want you to send us your application (CV and cover letter) in English. We look forward to receiving your application and will review candidates continuously, so please submit your application as soon as possible but no later than the 14th of January 2024. We kindly like to ask you to expect some delays in response to your application, due to the Christmas and New Year Holidays.

We will be interviewing continuously and are looking forward to hearing from you!

Studies show that members of underrepresented communities do not apply for jobs unless they are 100% “qualified”. If this is part of the reason you hesitate to apply, we would like to consider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application. [From: “Why Women Don’t Apply for Jobs Unless They’re 100% Qualified” by Tara Sophia Mohr, August 2014]