E2E Analytics Leader

WHO YOU ARE
We are looking for an E2E Analytics Leader at the Group level, for the Market support function – you’ll be reporting to Remote Analytics Manager at the Group level. Further, we are looking for someone who has a strong knowledge of stakeholder management within a complex business environment. Additionally, leadership is everyone’s responsibility at IKEA- We define this as building strong relationships, collaborating and co-creating, creating customer values, leading with IKEA values, inspiring and clarifying, and unleashing.
An ideal candidate: You have a strong knowledge of end-to-end omnichannel customer shopping journeys and the different metrics involved. Further, you posses a strong knowledge of how to create and convey compelling insights based on data, and to use them, to effectively influence business decisions and of customer support center business and its processes, routines, and infrastructure (Genesys, Verint, etc.). Moreover, you have an understanding of complex reporting structures, conducting analysis and insights-creation as well as a broad knowledge of the contact centre industry and, in particular, its analytics functions within globally steered organizations. In previous years, you created a good theoretical knowledge in basic statistics and statistical modelling as well as a good understanding of stakeholder and change management techniques. Lastly, you have a good understanding of the complexity of remote analytics and RCMP, as an integrated part of the business and a good knowledge of the IKEA corporate identity, core values and vision of creating a better everyday life for the many people.
Motivation: You are motivated by sharing and living the IKEA culture and values, passionate about the possibilities of Data & Analytics and the value it can generate for our business. You are also motivated by staying up to date on the latest developments, tools, and technologies of the rapidly changing Data & Analytics landscape. Furthermore, you are passionate about leading and coaching others to develop and reach set goals. Finally, you are inspired by co-creation and openness for development and change.
Capabilities: You have strong analytical skills with capacity to translate business input into testable hypotheses, features, models, or metrics and strong interpersonal skills with the ability to collaborate, network and build strong relations with team members, country colleagues and stakeholders across IKEA. Moreover, you have strong interdependent leadership skills and you understand the challenges and needs of the subject matter expert role and you have a strong ability to lead teams of specialists. Furthermore, you are able to communicate actionable data-evidenced findings to a non-technical business audience in clear and concise language, always with IKEA tone of voice and lastly, you have the ability to take a holistic, overall perspective without losing the ability to zoom in when needed.
Experiences and skills: You have formal qualifications in Business Administration, Analytics or equivalent, minimum 5 years of experience in the analytics area, minimum 5 years of experience in leading specialist teams of business analysts or other (data/ financial) professionals as well as minimum 2 years of experience working in an contact center environment. Furthermore, you have experience in driving change through insights with stakeholders on all levels and it is beneficial to have knowledge in IKEA Business Navigation, Sales and/or Resolution processes. Lastly, you are fluent in English, verbal and in writing.
YOUR RESPONSIBILITIES
We expect you to drive end-to-end (E2E) analysis for the Remote Customer Meeting Point (RCMP) at the Group level, translating them into actionable, compelling insights and interacting with all relevant stakeholders to create awareness and enable change. Your responsibilities are in particular: Ensuring, promoting, and taking responsibility for informed data-based decision-making, to improve end to end performance. Translating analysis into clear, powerful, and compelling cases, to drive change in the relevant area. Promoting and applying agile ways of working in relation to advanced analytics, especially on topics like performance measurement and hypothesis testing by default, maximising key metrics and ensuring that RCMP goals are met. Leading and mentoring Specialists promoting individual growth and securing high performance. Creating and maintaining a strong stakeholder network and continuously providing them with relevant data, turning insights into action. Leading by example and actively encouraging colleagues in cross-functional teams to prioritise and be part of transforming IKEA into a more data driven company. Creating ongoing strong connection with the wider analytics function in Market Support, to secure an aligned approach and agenda, as well as sharing best practices. Ensure collaboration with Business Navigation in order to contribute to goal-setting, follow-up and business steering.
TOGETHER AS A TEAM
Our vision is to create a better everyday life for the many people. The values are the foundation of our work. By living them, we form the unique IKEA culture where team spirit and togetherness are key.
The Remote Customer Meeting Point is an integrated part of the new IKEA omnichannel retailing system is the Remote Customer Meeting Point (RCMP) at the Group level. It drives and enables sustainable, extraordinary growth in a new era of meeting the customer remotely (Sales & Resolutions). The RCMP is the new home for our Customer Support Centre!
QUESTIONS AND SUPPORT? LET'S CONNECT! We look forward to receiving your application in English as soon as possible. For questions about the recruitment process please reach out to Hamid Alamin at hamid.alamin@ingka.ikea.com. Please note that we will be reviewing applications on a continuous basis.
We welcome your application!