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Customer Experience Leader | IKEA Retail Experience | Core Business Franchise

Delft, Zuid-Holland - Utforsk stedet Forretningsutvikling Heltid


About the role

Do you have a personality that thrives in an environment in which most things unknown and are under development? Do you have the ability to look at things in a new way and the drive to test and improve our ways of working across IKEA? Don’t hesitate to apply today!

As a Customer Experience Leader, you will be responsible for customer experience design and customer experience management methodologies, through development of connected frameworks including  defining the principles, creating know-how, guidelines, documentation and tools for business impact across IKEA.

You will contribute to the design and development of the IKEA Customer Experience propositions, their measurement through various methods including voice of customer development. You will also lead and contribute with experience design for IKEA development initiatives that guides, supports and enables our retail franchises in continually improving omnichannel customer experiences, leading to a unique competitive position in all markets.

As a Customer Experience Leader, you will not be alone! In close cooperation with the Retail Experience team, you will collaborate across the leadership assignments of Core Business Franchise as well as develop a sustainable business relationships with other colleagues from such as Range and Supply and IKEA retailers.


About you

  • You need to have deep understanding of evolving consumer behaviours, expectations and relevant trends in an omnichannel retail context.
  • You are skilled communicator, ability to inspire, connect and create clear frameworks, working methods and engaging guiding content for consumption across our core businesses and retail franchise system.
  • You have experience with leading and contributing to multiple assignments, skilled in stakeholder management, building and working collaboratively across networks to create, anchor and  strengthen customer centricity across our business value chain.
  • You have the ability to design the need for and analyse and understand customer journeys, customer experience feedback, pain points and opportunities to  translate them to tangible actions and prioritised development assignments.
  • You are creative and curious, a progressive leader with a growth mindset and a have a natural  ability to make complexity simple, experienced in leading creative processes, with design thinking and good understanding of agile ways of working.
  • You have the capability and resilience to navigate and lead in a complex, unknown and ever-changing environment and lead, inspire, engage and co-create with others, enabling forward looking continuous concept development.

More Information

Additional information

Inter IKEA Systems offers an exciting work environment in a global marketplace with exceptional opportunities to grow and develop together with us. You will be part of a flexible, values-driven and open organisation and get the opportunity to work with a fantastic brand!

This is a full time position (40 hours per week). The role is based in Delft in the Netherlands.

Please send your application – CV and letter of motivation – in English before May 27th, 2022 We really want to get to know you, so make sure you tell us why you would be a good fit for this role.

Company Description

Within the ‘IKEA Retail Experience’ - team we are looking for a Customer Experience Leader.

About Inter IKEA Systems and Core Business Franchise

Inter IKEA Systems B.V. is the franchisor and the owner of the IKEA Concept, including the IKEA trademarks.

In Core Business Franchise we are responsible for the IKEA strategic framework and keeping it together through an IKEA Concept which is updated, relevant, implemented and followed-up together with all IKEA trademark users.

We enable IKEA people in the value chain by developing new ways of working supported by processes, methods, tools and services, and we also develop the business by leading:

The development of solutions that will ensure a unique and successful meeting with existing and new IKEA customers.

When and how IKEA expands, enabling one common way of working with high impact at a low cost.