Business Expert - Post purchase

Company Description
About the team:
Customer Experience & Sales (CX & Sales) is a global function within the H&M Brand focusing on delivering a customer experience with exceptional inspiration and guidance and with competitive convenience. Bringing together expertise from both our business and from digital & tech perspectives, CX & Sales has a key role in enabling us to reach our brand direction – to become the leading destination for style through creativity and culture.
The Return & Refund Value Stream is part of the global CX & Sales organization, and our mission is to grow and develop long-lasting relationships with our customers by providing relevant and reliable return and refund experience in a profitable way.
The Return product teams within the value stream work globally to secure our mission.


Job Description


As a Business Expert in the CX & Sales organization you will be in the Centre of the action where product meets business. You will be working closely with Product Managers, development teams and other stakeholders, helping to make sure that the product development is in line with the business and customer needs.
The Business Expert believes in a non-hierarchical culture of collaboration, transparency, safety, and trust. Working with a focus on value creation, growth and serving customers with full ownership and accountability. Delivering exceptional customer and business results.
Responsibilities
Act as a partner to the product teams and help them derive actionable insights and product requirements by applying your deep expertise in the area
Contribute with specialized Business area expertise to help improve Products that solve business problems for customers and business end users
Support with identifying new product features based on business opportunities by assessing business value, feasibility and requirements
Further develop a deep understanding of existing business within the area using data and user insights to build material that will make business decisions/initiatives critical to scale
Support the Product Team in developing & testing hypotheses to explain both macro and micro trends and opportunities in the business
Support the Product Team in developing a strong understanding of the product and define appropriate business, product and quality metrics and key success indicators
Testing of new product releases and features
Support in the definition of acceptance criteria and perform UAT
Support the product team with feature testing when needed
Continuous quality improvement culture established in the team
Support with aligning product roadmap based on business strategy and market research.



Qualifications
We believe you have:
Overall 3-5 years of experience.
Experience from e-commerce and / or marketplace business and understanding of its post purchase business processes (i.e. post purchase communication, deliveries, returns and refund processes, BI etc)
Ability to apply subject matter expertise to support construction product strategy, including definition of relevant business, quality/test, product KPIs and perform risk assessment.
Ability to solve complex functional problems needed in the Product development relating to the subject matter
Ability to understand product development from ideation to release
Ability to gather, analyze and understand customer and business needs and understand impact against product backlog and impact on team
Ability to integrate qualitative and quantitate research, product analysis and customer insights into product requirements
Ability to create business case and tie it to product value proposition based on identified market opportunity
Ability to clearly express the connections between larger business goals and small backlog items for team members
Ability to make quick decisions and support the Product Managers to make sure that they constantly prioritize right things
Ability to ensure the quality of the delivery by setting acceptance criteria's and perform end-user testing, always with focus on the customer experience.
Ability to align the release from quality perspective to meet end users’ expectations to achieve operational excellence
Ability to collaborate cross departments and functions and comfortable to work with ambiguity.



Additional Information
This is a temporary position, maternity cover for 12 months based in Stockholm. If you believe you will bring value to this role and want to join our fantastic team, please upload your CV (in English) as soon as possible but at the latest 18th August 2023. If you have questions regarding role please contact Arne Magnestrand at arne.magnestrand@hm.com
We look forward to receiving your application!
At H&M Group, we strive to have a fair and inclusive recruitment process. Therefore, we kindly ask you to not attach a cover letter in your application as they often contain information that can easily trigger unintentional biases.
H&M Group is committed to creating a Diverse & Inclusive environment and we are actively looking for qualified candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability or age.