Experience Design Team Leader

• Leading our support team functions in quality, knowledge, data, analytics and continuous improvement within the IKEA Customer Service Centre
• Shaping and adapting the global Experience Design strategy to drive continuous improvements locally, ensuring a seamless and customer-focused journey across all touchpoints
• Leading Project Specialist in implementing global digital solutions for the local Australian market, ensuring they are tailored to meet local needs and exceed customer experience
• Managing a team of 9 Specialists focused on designing and enhancing end-to-end customer experiences across remote channels
• Coaching, developing, and motivating a high-performing team of Specialists (including Knowledge, Quality and Data Analytics), fostering a culture of growth, collaboration, and continuous improvement
• Using data, insights, and process improvement methodologies (e.g. Lean, Six Sigma) to identify opportunities, solve operational challenges, and improve performance
• Contributing to the recruitment, onboarding, and training of team members to build a supportive and engaging workplace culture
• Collaborating with local and global stakeholders to align priorities, integrate projects effectively, and maximise the impact on both customer and team experiences
• Taking on specialist assignments as needed to balance the team’s workload and gain hands-on experience with processes, platforms, and ways of working

• A minimum of 3 years’ experience across channels such as contact centres, digital or self-service platforms is required, along with demonstrated capability in integrating technology within a contact centre or call centre environment
• A minimum 3 years’ experience in a leadership role, with the ability to coach, develop, and inspire diverse teams
• Excellent communication skills that enable you to build relationships and work effectively with stakeholders and cross-functional teams to meet business needs
• A solid technical understanding paired with commercial insight, allowing you to translate digital tool enhancements into actionable, operational solutions
• A deep knowledge of change management and improvement methodologies, with a clear focus on enhancing both customer and co-worker experiences
• A growth mindset, with a resilient nature and the ability to cope and support others during change and uncertainty
• Formal qualifications in change or project management (such as Six Sigma Green Belt) are highly regarded, though not essential

Formal qualifications in change or project management (such as Six Sigma Green Belt) are highly regarded, though not essential

• Leave entitlements – 5 weeks Paid Annual, Paid Parental, Family & Community and much more
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• Co-worker uniform provided
• Free Co-worker parking
• Benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)