Enablement & Experience Leader, Service Management & Operations, Group Digital, Ingka Group

Job title:

Enablement & Experience Leader, Service Management & Operations, Group Digital, Ingka Group

Company

IKEA

Job description

Jobb-id: 269501Datum inlagd: 27/01/2025 Who you areHej!Are you ready to join us on our journey of creativity, collaboration, and making everyday life better for millions of people around the world? Are you just as excited to provide a great digital workplace experience for our co-workers?The Service Enablement Management unit drives co-worker satisfaction and productivity by transforming Service Management & Operations offerings through a persona-based approach, data-driven analytics, and effective change management. Also, to enhance co-worker experience through management of consumer journeys, effective change management, and seamless adoption of new processes and technologies.The unit is also responsible for driving the transformation journey across Service Management & Operations, ensuring great organisational performance through optimized vendor operations and performance, and continually improving Service Management & Operations’ services’ effectiveness and efficiency.We are now looking for an Enablement and Experience Leader to join us here in the Service Enablement Management unit to hold the unique privilege of shaping the way teams harness technology to drive productivity and innovation. As an Enablement & Experience Leader, you will empower teams, bridge technology and user needs, and create an exceptional digital workplace experience that enhances co-worker productivity and engagement. By bridging the gap between technical capabilities and user needs, you will ensure that our solutions not only meet business objectives but also enhance the everyday experiences of our users, ultimately leading to a more engaged and efficient workforce.You will be working with both technology innovation and experience as well as measuring and creating insights around the experience co-workers have using existing Service Management & Operations’ products and services.Come be a part of something extraordinary and let’s create a better every day together. What you need to knowAs a leader, you are great at building and maintaining strong partnerships within and outside Group Digital e.g. with store co-workers, engineering teams, digital markets, and suppliers & vendors. You are obsessed with co-worker problems, their pain points, challenges and needs connected to Service Management & Operations’ products and services, and you are naturally curious about how to solve them to ultimately deliver a frictionless digital experience. You are fact and data driven and you turn it into insights that can be actionable. You are passionate about driving cultural and behavioural change for people across organisations at all levels of business. You love to design experiences and empathize with the many to promote diversity, equality and inclusion. You lead with empathy combined with the ability to be the voice of our many co-workers You love to innovate and explore new ideas and you bring forward a big toolbox of techniques and methodologies for doing so.To be successful in this role, we are looking for leaders who encompass:

• Strong knowledge of how to lead and motivate in a large-scale IT organisation with both people and technology focus.

• Extensive knowledge in how to create successful enablement and experience strategies from scratch and how to story-tell to gain buy-in with a variety of key stakeholders across areas.

• Deep analytical and problem-solving knowledge with the capability to combine and organize information into meaningful patterns; identifies underlying relationships, causes and effects; and combines pieces of information to form conclusions or general rules.

• Extensive knowledge in leading and producing all aspects of the digital adoption cycle, Digital Employee Experience, Digital Employee Dexterity and product and service adoption.

• Deep understanding of change management principles with the ability to guide and sustain change in a complex large-scale environment.

• Deep knowledge and experience in working across business lines at senior levels to influence and effect change to achieve common goals.

• Strong knowledge of product discovery techniques, like consumer development programs, persona development and qualitative/quantitative research methodology.

• Strong facilitation skills with the ability to lead large groups and individuals from varied audiences through complex topics.

• Good written and verbal communication and storytelling skills for a wide range of levels and audiences including senior business leaders.

As our Enablement & Experience Leader, you have the following key previous experiences and skills:

• Degree with a focus on Information Technology, Computer Science or any engineering equivalent.

• 7+ years of progressive and diverse experience in Information Technology, Computer Science or digital experience design/user experience (UX).

• 5+ years of experience in change management and working in rapidly changing environments.

• 5+ years of experience working in large, complex organisations focused on connecting co-worker experience to business performance.

• 3+ years of experience of working with 3rd party IT partners / service providers.

• Proven experience in establishing and measuring goals and KPIs on the overall organisational level and individual level.

• Proven leadership and collaboration skills.

• Proven ability to analyse data, recognize trends and react accordingly.

• Demonstrable experience with related frameworks such as ITIL4, SAFe, Site Reliability Engineering, etc.

• Experience with ServiceNow and systems related to Continuous Integration/ Continuous Delivery (CI/CD). s Delivery (CI/CD). Together as a team

As an Enablement & Experience Leader, you will manage the adoption of technologies, processes and services provided by Service Management & Operations and consumed by Ingka co-workers. You will also use Digital Employee Experience tools to continuously measure and improve co-worker experience with technology or optimise ways of working.You will work closely with Enablement & Experience Leaders in the Co-worker Enablement and Experience Management unit in the Digital Workplace to contribute and support digital employee experience and co-worker adoption across multiple areas of Group Digital experience and adoption to create a holistic co-worker view and experience. You will also work closely with the Senior Business Analyst in your unit as well as with various stakeholders in Service Management & Operations to provide services towards consumers in engineering teams or Country Service Operations teams across markets.You will also:

• Be responsible for developing the co-worker experience and enablement strategy for Service Management & Operations’ products and services, including digital adoption and processes to ensure that the delivery of outcomes results in great experience across a co-worker journey.

• Leverage analytics or Digital Employee Experience tools to gain insights, see trends and to ensure initiatives are driven by objective data.

• Lead and manage the digital adoption lifecycle including assessing needs and developing use cases, designing impactful in-app guidance, iterating to continuously improve business outcomes and identifying and managing implementation of digital adoption solution projects.

• Lead and manage the Digital Employee Experience lifecycle for Service Management & Operations products and services, including assessing the needs and developing use cases, building and maintaining digital personas and journey maps and leveraging actionable insights and intelligence to understand causes of digital friction.

• Translate experience and enablement strategies into a roadmap of products and services in scope, identifying and generating new ideas that drive business value to improve co-worker experience.

• Responsible for aligning the strategy with broader initiatives and joining in promoting Digital Employee Dexterity by partnering up with peers on improvement initiatives spanning across teams and functions.

• Support Digital Workplace organisations in integrating Digital Employee Experience into other frameworks and processes such as ITIL, IT Service Management, Security Operations, Software Engineering and IT Operations Management to improve the quality and stability of digital products and services.

• Collaborate with relevant stakeholders to continuously identify potential improvements or impacts to co-worker experience and proactively manage potential disruptions.

• Actively participate in planning and governing of adoption and experience initiatives.

• Accountable for measuring and publishing reports on Digital Employee Experience scores, including KPIs for Service Management & Operations’ products and services experience performance, adoption, and co-worker entitlement to show experience and enablement impact.

• Continuously improve and contribute to the Digital Adoption/Experience Platform to align with business and digital requirements.

• Evangelize digital adoption and experience within Service Management & Operations’ consumers to foster a community of practice. Questions and support? Let’s connect!

This role will be based in Helsingborg, Sweden, and will report to the Service Manager of Service Enablement Management unit. It is expected that this role requires some travel between the different Digital Hubs.In this recruitment there is no relocation support provided by Ingka, hence we are looking for people already living in or within commuting distance of the mentioned location.For more information about the role, reach out to the hiring manager at jitendra.solanki@ingka.ikea.com . If you have any questions about the recruitment process, please reach out to tech recruiters carl-johan.andersson@ingka.ikea.com and ashurina.aorahim@ingka.comWe are looking forward to your application!

Expected salary

Location

Helsingborg, Skåne

Job date

Fri, 07 Feb 2025 23:43:10 GMT

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