Customer Insights Leader

Who you are
Would you like to drive the consumer-centric approach in a global context contributing to creating happy customers for IKEA? If so, then this might be the job for you!
In this role, you will provide a holistic and in-depth understanding of the total customer experience by creating a clear overview of the strengths and weaknesses in the customer journey. You will drive the understanding of why and inspire the organization to take action.
You are a senior leader who brings advanced knowledge of how to work with data and insights and you know how to gain actionable insights for business purposes and decision making. You are passionate about CX and customer insights and the trends that influence them within retail, and you have an affinity for creating relevant and actionable insights based on customer and consumer data.
Key experience and skills you bring to the table for the job:
• Master’s degree in business, marketing, and communication, economics, computer science, or related field
• Minimum 7 years of experience in a comparable position focusing on understanding and analyzing holistic customer experience
• Experience coming from consulting and/or agencies with a focus on client service
• Excellent leadership, communication and negotiating skills
• Strong analytical and research skills
• Solid data visualization and presentation skills
• Proficient in using quantitative and qualitative data
Your responsibilities
In this role, some of your specific key tasks and responsibilities will be as follows:
• Challenge and inspire the organization to see things from a customer point of view, driving customer centricity
• Work alongside stakeholders in 32 countries and build strong relationships and close collaboration with people across IKEA
• Collaborate with key stakeholders driving sharp and well-informed strategies, plans, and other initiatives, globally and locally, to improve the understanding of customer insight
• Act as the expert in utilizing the research and analytical capabilities related to
CX and customer data, driving analysis, and integrated insights within the customer behavior area
• Translate business needs to relevant research and analytics assignments
• Ensure good collaboration by working across functions within Ingka Group and with other IKEA businesses, securing alignment across IKEA
• Establish and update key relationships with internal and external experts and suppliers in the related areas to support the business and create actionable insights
• Provide, develop, and share subject matter knowledge and best practices within the team, to functions and country teams, keeping them informed on planned deliveries
• Enable an infusion of relevant and actionable insights together with the countries, to improve deliverables and common knowledge