Strong understanding of customer experience strategies
Proven ability to lead cross-functional teams
Experience in multichannel retail environments
Responsibilities
Lead the Customer Experience Centre of Expertise (CoE) strategy and performance
Collaborate with key partners to enhance customer experience
Implement processes for customer experience performance improvement
Drive the Voice of the Customer agenda
Utilize customer insights and market trends to enhance payment experiences
Benefits
Wellness days in addition to vacation days
Extended health, dental, and vision coverage for you and your family
RRSP with IKEA contribution matching options
Eligibility for annual IKEA bonus incentive plan
Flexible spending account
Life insurance
Merchandise and restaurant discounts, including free drinks and healthy meal options
Parental and bereavement leave
Employee assistance program for mental, physical, and financial wellbeing
Full Job Description
Job ID: 368828
Date posted: 01/10/2026
What you'll need to have • Minimum 9 years of related experience • Minimum 4 years of managerial experience A day in your life with us • Lead the Customer Experience Centre of Expertise (CoE) assignment and strategy and be accountable for its performance, • Work closely with key partners within INGKA, other IKEA business stakeholders and countries to develop an excellent customer experience. • Secure a customer experience performance improvement process. Work closely with key partners within INGKA, other IKEA business stakeholders and empowering country networks to identify insights and pain points and ensure stakeholders take responsibility for improving initiatives. • Lead and secure a true Voice of the customer agenda. • Secure an "outside in" approach throughout, using customer insights, competitor activity, following trends and future developments to identify opportunities to improve the payment experience across the business. About this work area The Customer Experience Manager plays a critical role in helping customers shop more easily, make informed purchasing decisions, and leave feeling excited to return. When this role is successful, customers are happier, shopping becomes easier, sales grow, loyalty increases, and after-sales issues decrease. This is a unique opportunity to make a measurable impact on both the customer experience and the overall success of the store. At IKEA it's all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We're a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions.
Why you will love us Here at IKEA, we want to ensure that we are creating a better everyday life for the many people, including our co-workers. We also believe that a job should be so much more than a job. That's why we focus on having an inclusive work environment where we celebrate your uniqueness, live our values, and ensure that we walk the talk when it comes to co-worker development. In addition, we offer a comprehensive Total Rewards package to all co-workers including: • Wellness days (in addition to your vacation days!) • Extended health, dental, and vision coverage (for you and your family) • RRSP with IKEA contribution matching options • Eligibility for our annual IKEA bonus incentive plan • Flexible spending account • Life insurance • Merchandise and restaurant discounts (plus free drinks and different healthy meal options in the co-worker restaurant, where available) • Parental leave • Bereavement leave • Employee assistance program (that helps you support your mental, physical, and financial wellbeing) In the IKEA world, this position is officially referred to as Unit Customer Experience Manager II The starting rate/ salary for this position ranges from 108,487 CAD to 149,170 CAD and will be based on relevant work experience.
