Process Leader
IKEA
Posted
last month
Pasay, National Capital Region, Philippines
Onsite
PHP 50K
Mid Level
Full Time
Sema Summary
The Process Leader is responsible for optimizing customer support processes and enhancing service delivery. This role involves analyzing customer journeys and implementing innovative solutions for improved efficiency and satisfaction.
About Company
IKEA aims to create a better everyday life for many by offering well-designed and affordable home furnishing products. Founded in Sweden in 1943, the company is a global leader in retail, operating through a franchise system.
Core Requirements
- 5 years experience in customer support
- Strong understanding of customer journey maps
- Analytical mindset
- Proven process change leadership
- Familiarity with AI and automation tools
Responsibilities
- Optimize customer support processes.
- Analyze end-to-end customer journeys.
- Gather user requirements for process updates.
- Maintain global documentation of SOPs.
- Monitor customer support processes adherence.
- Identify automation opportunities for improvement.
- Establish KPIs for continuous improvement.
Must Have skills
Job Keywords
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