Product Owner – Customer Self-Service Order Management, Group Digital

WHY WE WILL LOVE YOU
We believe you are passionate about being at the leading edge of technology, innovation and customer-centric product development. We believe you appreciate strategic thinking and turning software engineering trends into practice. You are motivated by working in an agile environment and being open to change. You keep learning and are hungry to create the future. Moreover, you get energized by working both independently and across functions in a truly collaborative way. Of course, you share and live the IKEA culture and values.


To be successful we believe you have proven experience from a previous Product Manager role. In this role you have minimum 3 years of experience in best-practice digital product development. You have demonstrable experience in working in an Agile or DevOps working set-up, proven analytical skills and experience making decisions based on hard and soft data. We believe you have strong communication skills with business and technical stakeholders and also strong team working and collaboration skills. Furthermore, you should have strong business acumen and strategic/commercial mind-set and we also see that you have knowledge and experience working with various technology platforms. As a person you enjoy working at a high pace with a large number of international stakeholders, taking key decisions that will delight our users and result in an outstanding impact for IKEA.




You have knowledge in the following areas:


• Extensive knowledge in Customer Support/Service, order management and web development
• Knowledge of the technology landscape in eCommerce, digital touchpoints and retail
• Extensive experience with agile development practices, particularly owning and running specific agile events such as backlog refinement and sprint reviews
• Extensive experience in developing/writing user stories
• Being comfortable leading, directing, and empowering team members without formal management authority in a complex environment
• Bring in a data-driven approach to decision making, both in day-to-day management and in making strategic trade-offs
• A Proven track record of having effectively created and owned product vision, product strategy and roadmaps
• Deep understanding of how to run effective A/B test and measure product performance


YOUR RESPONSIBILITIES
When making a purchase at IKEA today, depending on the order type, you will be able to track and manage this order in different ways. This product owner role is about developing and enhancing these solutions focusing on allowing the customers to help themselves with order management to as large extent as possible. The core of this solution, and also the product owner role, is the order lookup or purchase history solution from where you will be able to e.g. track, reschedule, cancel or modify your order. As this product is a central hub for many other customer interactions like ordering spare parts, starting a return or initiating a claim you and your team will also support other product owners in ensuring a smooth customer experience for the totality of actions a customer wishes to do related to their order.


To truly push the customer experience close collaboration with many other teams handling things like logistics information and customer messaging will be required. You need to be able to drive the agenda holistically and get all needed stakeholders on board with the vision you are trying to achieve.


In your daily work you will define how the track & manage my order solution should work and then prioritize, coordinate and manage the development and deployment of innovative digital products as well as ensuring that the development stay aligned with the set-out business goals and OKRs.
To work collaboratively with other Product Managers to actively manage the backlog for products with complexity and impact as well as working with chapter leads and engineering managers to ensure sufficient resources and functional expertise in the agile team.


You will:


• Develop end to end global product vision and strategy for the Purchase History and track & manage order capabilities in collaboration with key stakeholders
• Ensure the team and the stakeholders have a good understanding of the product roadmap and vision as defined by the Group Product Manager to inform the creation and prioritization of the backlog
• Be involved in sprint planning meetings to help provide clarity and elaborate features and user stories to help the team better understand the requirements and how success will be measured
• Define and deliver acceptance criteria and the ‘Definition of Done’ working collaboratively with the rest of the team
• Where needed work with customers to understand and qualify their needs and requirements, ensuring that they are included and integrated into the product as needed
• Be a subject matter expert for Product teams, providing insight, context and additional information as needed to help understanding of what is required
• Work collaboratively with other Product Managers across Digital to refine the backlog and identify cross journey dependencies
• Engage with Chapter Leads and Engineering Manager regarding resources and functional expertise required in the agile team
• Work with A/B testing as a tool to evaluate improvements


ABOUT THIS WORK AREA
We in Customer Support & Returns deliver digital solutions that will improve the IKEA customers shopping experience. The capability area handles most of the solutions used by our customer support centers globally such as communication platform, knowledge management, intelligence and reporting, staff planning, case management, returns management and also self-service solutions for things like appointment/event booking and order management.


In this role you will report to the Product Manager at Digital Customer Support & Returns.


This role is located in Malmö.