Product Specialist

We are looking for people-centric leaders and team players who are excited about leading and inspiring high performing teams to build value driven digital products for our customers.


WHAT WILL I BECOME A PART OF?
We are transforming a global iconic brand, which in itself is breath-taking, with direct impact on each of the millions of customers visiting us in both stores and via digital touchpoints, all over the world, every day. We have set out to change almost everything and we need to change now!
Customer Support & Returns is an area where we deliver digital solutions to provide better customer support to our customers before, during and after their purchase. We build and operate solutions that enable our 7000+ Customer Support Centre co-workers to meet customers over messaging channels, chat, phone and email every day. We are building solutions that allow more and more customers to help themselves through self-service solutions. With more self-service and better and more efficient co-worker tools we want our customer support centres to be able to not only support, but also spend more time on the customer conversations that truly matter e.g. selling support.
We work cross-functionally, and you will collaborate with others in the product and engineering network to achieve our common goals.


WHO ARE WE LOOKING FOR?
When you visit our website (IKEA.com) and read about our culture and values it strikes a core with you.
Your energy is generated by understanding customer and co-worker needs and transforming them into solutions that deliver the right outcomes, proven by data. Through your previous experience you know how to work in agile software development team and have extensive experience interacting with end users and customers. You are not afraid to test, make mistakes, learn and innovate! You are curious, and not afraid of pushing your skills and building trust by sharing knowledge. You see an ever-changing environment as a constant flow of opportunities and learning.
As a Product Specialist in the Contact team, you will be leading the development and innovation around insights and quality management connected to the global communication platform both from a customer, coworker and management perspective. In the role you will manage the tools providing data and insights from our global communication platform to our customer support center co-workers and leaders in our 32 INGKA markets. You will also be responsible for making sure that the data we generate is available for the rest of our teams and IKEA as a whole to drive further insights. On top of working with the data and reporting you will also drive the work to develop our quality management tools, helping co-workers serve our customers in better ways.
You will not be a line manager, but you will be responsible for a part of the scope of the IKEA communication platform which is built on a bought solution from Genesys Pure Engage. Experience working with contact center communication platforms and Genesys, in particular, is a plus. Experience from business analyst position since before can also be a plus.


WHAT IS THE ICING ON THE CAKE?
You will be a part of a great culture as well as our vision “to create a better everyday life for the many people” – for retail customers, but also for our co-workers and our suppliers. You will work and thrive in a truly people and planet positive work environment.
Some of the perks that we offer:
- A workplace where you can be yourself
- Equal pay (Our salaries are set independently of race, gender, age or other individual characteristics)
- Continuous learning on the job as well as structured trainings and platforms
- Co-worker discount
- World’s greatest colleagues
And much more…


WORDS FROM THE TEAM
Dear fellow Product Specialist,
You are applying to a role in a team that is still in the start of a major journey and transformation for IKEA customer support. You will be working with 30+ markets and needs with solutions that are handling 30+ million customer contacts every year. In this role you will have a fantastic opportunity to make IKEA more accessible and easier to shop with.
Please note that there is a preferred candidate for the position.