Product Specialist, Customer Support Intelligence, Group Digital

WHY WE WILL LOVE YOU
At IKEA, you’re welcome no matter where you come from, what you believe, and what you look like. We don’t even care how you have furnished your home. We’re interested in you simply because you’re you. Our different views, backgrounds, and personalities make us better understand our customers, give us more fun at work and spark more and better ideas. Perhaps your unique take on something could lead to a great idea that creates a better everyday life for the many people
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 focusing on data-driven behavior change.
We are transforming a global iconic brand, which is breath-taking, with a 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 9000+ 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.
A DAY IN YOUR LIFE WITH US
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 the value we produce through the tools we are building. Through your previous experience, you know how to work in the agile software development team and have extensive experience interacting with end-users and stakeholders. 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 Intelligence team, you will be leading the development and innovation around building tools focused on data-driven behavior change. By leveraging the value of data blended from multiple systems being presented in the right context we can influence how our co-worker behaves through elements of gamification and coaching. The objective is to grow the remote sales channel, resolve cases more efficiently, and ultimately have more satisfied customers and inspired co-workers. The tools consist of a mix of Power-BI and web applications.
You will not be a line manager, but you will be responsible for a part of the scope of the Intelligence product suite. Background having worked as a data analyst or front-end BI developer is desirable.
In the role you will:
Run product discovery together with your team and end-users to understand how to achieve wished outcomes.
Analyze product performance both qualitatively and quantitively to maximize impact
Work both with product development and roll-out of your product
Transform product exploration needs into clear requirements for the engineers in your team
Become a subject matter expert on the products you are working on

TOGETHER AS A TEAM
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 training and platforms
Co-worker discount
World’s greatest colleagues

And much more…
WORDS FROM THE TEAM
Dear fellow Product Specialist,
You are applying for a role in a collaborative team that is still at the start of a major journey and transformation for IKEA customer support. You will be working with 30+ markets that need tools inspiring the co-workers to continuously improve while handling 30+ million customer contacts every year. In this role, you will have a fantastic opportunity to make the IKEA customer’s experience better by having more engaged co-workers.