Omnichannel Experience Strategist

6 days ago


Malmo, Skåne, Sweden Inter IKEA Systems B.V. Full time

Shape the future of customer experience at IKEA as a senior experience design director, driving omnichannel development across customer meeting points and fostering a culture of innovation and creativity.

About the Role

This leadership position offers a unique chance to make a lasting impact on IKEA's customer experience, shaping the future of how we meet our customers' needs in the new omnichannel reality.

You will be responsible for leading end-to-end customer experience strategies across and within IKEA customer meeting points and touchpoints, collaborating with stakeholders to develop a comprehensive understanding of customer needs and preferences.

Key Responsibilities
  • Develop and use methodologies on omni-experience framework and customer journey design to inform the broader organisation.
  • Drive strategic direction and storytelling to inspire audiences and gain buy-in across all levels of the company.
  • Collaborate with diverse teams to deliver globally relevant solutions, leveraging knowledge of channel-specific and omnichannel customer experience trends, strategies, and approaches.
  • Contribute as a member of Omni Meeting Points Management, acting as a member in steering groups, councils, and boards across IKEA organisations to support the overall business and people agenda.

This role requires a strong understanding of IKEA's values and a passion for making a positive impact in the world.



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