[Hiring] Process Leader (Customer Support) @Ikano-Retail

Role Description

We are seeking a Process and Solutions Specialist (Customer Support) to join the Business Operations and Solutions team. As a global role, you will be responsible for optimising our customer support processes and implementing innovative solutions to enhance our service delivery.

• Champion the voice of the remote customer, ensuring convenience, ease, and service quality.
• Focus on improving process efficiency and increasing satisfaction for both customers and coworkers.
• Lead in analysing end-to-end customer journeys outside the physical store (e.g., online, call, chat) to identify pain points and process improvement opportunities.
• Gather user requirements and roll out new or updated processes and tools, including training, testing, communication, and adoption tracking.
• Maintain updated global documentation of all CCC-related SOPs, ensuring consistency and alignment across functions and countries.
• Ensure continuous monitoring of customer support processes across remote channels, adhering to SOPs and guidelines.
• Assess and propose automation and AI opportunities to drive continuous improvement that removes friction, reduces complexity, and improves resolution times in CCC operations.
• Establish review mechanisms of KPIs such as contact rate, first-time resolution, and customer satisfaction (Pulse CX) to identify improvement areas.
• Use customer insights, services data, and root cause analysis to prioritize improvements and track performance over time.
• Work closely with Commercial network, Customer Experience, and Digital teams to align and share best practices.
• Build a network of country and local superusers to support process consistency, gather feedback, and drive adoption of changes across countries/markets.

Qualifications

• Minimum 5 years of experience in Customer Experience and Customer Support, with in-depth knowledge of Contact Centre processes and systems.
• Strong understanding of customer journey maps, including ability to identify friction points and propose solutions.
• Analytical mindset with excellent communication skills, capable of influencing stakeholders and facilitating cross-functional discussions.
• Proven ability to lead process change initiatives, applying Six-Sigma/Lean principles to simplify retail processes and improve efficiency.
• Experience in using data and insights to enhance customer experience in an omnichannel retail environment.
• Familiar with AI / Automation tools (chatbots, Power automate, BI, Power apps) to automate workflows, visualize data, and create low-code solutions that can enhance store operations to streamline repetitive or decision-heavy processes.

Company Description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia, Thailand, Philippines, and Mexico – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office, and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women, and the environment.