Data Analyst, Customer Support & Returns - Malmö

WHO YOU ARE
We develop the tools that people love to use when needing IKEA support. Now we are looking for Data Analysts to join us in optimizing how we enable customers to help themselves and how we make their contact with IKEA as smooth and efficient as possible. Customer Support & Returns works with customers before, during and after the purchase and our mission is to make this process as simple as possible.
Our diverse and global team within Data & Analytics is growing even more and we would love to talk with you, if you recognize yourself in some of the following:
Consider data to be the starting point for solving (almost) any business problem
Enjoy figuring out how to use your knowledge of SQL and code to derive insights from large datasets in order to solve business problems
Have a background in analytics, computer science, engineering or equivalent (at least MS or equivalent)
Loves to visualize data through advanced visualization tools and to tell compelling data stories to non-technical stakeholders
Have experience in digital product development and how translate to business input into testable hypotheses, features/models, or metrics
Able to perform work with a balanced trade-off between care and speed, and to understand that rapid insights may come at an initial cost of rigorousness
Are a team player who promotes informed decision-making based on data and builds cross-functional relationships with peers
Have at least 2 years relevant experience as a Business Analyst, Data Analyst, Web Analyst or similar
Are passionate about the possibilities of Data & Analytics and the value it can generate for business
Are a curious world class problem solver who wants to keep learning!

This is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.
The IKEA culture and values are very much a part of our business and day to day work life. For you to thrive and grow with IKEA it’s important for us that you share our values! You can read more regarding our values and life at IKEA on our website www.ikea.com.
WHAT YOU'LL BE DOING DAY TO DAY
You’ll lead the transformation of IKEA into a more data-driven company by extracting and sharing insights from data that reinforce, alter, or largely impact present and future decisions on business and product strategy, leading to a better experience for our customers.
For example, we are developing models, dashboards and tools to answer questions like:
Which contact channel is the most efficient? Why is it the most efficient? How can we get the other channels to the same efficiency or lead customers to the better channels?
If we move a button in the appointment booking tool how will it change the performance?
What journey are our customers taking to get to the self service tools? Can we optimize and simplify it?
Who are the customers that use the various tools? Can we make the support journey easier for these customers?
Which markets use the available tools best? Why and how can we take this approach in the other markets?

Customer Support & Returns works with data that is relevant for most other parts of IKEA so expect lots of communication and varied requests from around IKEA.
OUR TEAM WITHIN IKEA
You will work in Data & Analytics together with other Data Analysts, Data Scientists, Data Engineers, Data Stewards and Data Architects. Together you will be joining cross-functional teams consisting of colleagues from Technology, Product and Design from the Customer Support & Returns sub-domain.
IKEA has long been a global leader in home furnishing. We are proud of our vision to improve the everyday life of the many people. But our industry is quickly changing, and we need to adapt to stay competitive. To facilitate our digital growth ambition, we are working in different locations world-wide. The home office for this role will be Malmö but we act as one global team and work together on global solutions.
We see so many opportunities for what we can accomplish and have the ambition to be a world class team. At the same time, we believe that our work is not just about solving business problems, but also about learning and having fun together.
WHAT WE CAN OFFER YOU
Work on some very interesting problems as described above, and you are encouraged to spot new opportunities or to collaborate with Data & Analytics colleagues in other specialist teams
Opportunities to have global impact with your work
Flexible and modern tools: we deploy on Google Cloud Platform and we use a lot of open source tools across the board
Hardware and Operating System your choice
A team of great colleagues to learn with and from (with world-class experience across all aspects of Data & Analytics)
Continuous learning (we aim to spend 20% of our working time on learning)
Flexible and friendly working environment in a truly value-based company

QUESTIONS AND SUPPORT? LET'S CONNECT!
Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.
If you have questions regarding the recruitment system, please reach out to Pietro Mattei at pietro.mattei@ingka.ikea.com. If you have questions regarding the role, please reach out to recruiting manager Stefan Esping at stefan.esping@ingka.ikea.com Please apply with your application in English. Note that we can’t process any applications through email. Thank you!