Change/Process Manager – Malmo or Remote (221022)

SCOPE OF CONSULTANT

Developing and having ownership of customer journeys and processes in order to improve customer and co-worker experience

Contributing with expertise as well as with captured input in order to define improvement needs with clear ROI within processes and customer
journeys in the contact centre

Being a natural partner in new development, projects, initiatives, and solutions coming from Ingka group functions, focusing on high quality customer & co-worker journeys

Supporting our Digital organization in development of new solutions and tools connected to customer and co-worker journeys

Supporting the Experience Design Leader with expert process knowledge in order to enhance the coordination of tools, system and process development needs

Defining a high-level experience vision and strategy, based on industry / best practice exploration, together with Ingka stakeholders

Planning, managing and delivering complex projects, including time, cost, scope, risk control, competence requirements, stakeholder management as well as quality in order to meet expectations and goals

Ensuring close collaboration with stakeholders in the countries and provide guidance for implementation in order to secure successful hand over and to identify improvement needs in tools and systems as well as coordinate deployment of new releases

Contributing follow up on performance and deliveries of possible external vendors in order to enable lowest cost of delivery and delivery according to expectations

Requirements:

SKILLS REQUIRED:

Broad knowledge of the contact centre industryand in particular its design functions within globally steered organisations

Strong knowledge of process improvement methodologies and techniques

Extensive knowledge of project governance processes and of managing stakeholders

Good knowledge of change management methods and tools
Broad knowledge of coordination of capability deployments in omnichannel retail environments

Formal qualifications in change management, project management or equivalent

Formal qualifications in continuous improvement, service design, agile methodology, Lean SixSigma or equivalent

Minimum 5 years of experience within journey, solution or experience design function

Minimum 3 years of experience of working in a matrix organisation, either within global/country set-up or across multiple sites/partners

Experience of working in or with multiple channels e.g. retail, contact centre, digital/self-service

LOCATION – Malmo or Remote (221022) 

LANGUAGES – English 

START DATE – 18-Oct-2021 

DURATION – 31-Mar-2022 

RATE – SEK OPEN/hr for 40-hour weeks   

Please contact Sarah for more information:

Sarah@advancetechrecruitment.com