Remote Analytics Specialist

WHO YOU ARE
Who you are
As a person, you are passionate about the possibilities of Data & Analytics and the value it can generate for the business. We believe you enjoy staying up to date on the latest developments, tools and technologies of the rapidly changing landscape. To be successful in this role we believe you have great knowledge of the contact centre industry and its infrastructure (e.g. Genesys or Verint), and in particular its analytics functions within a global organization.
We believe your backpack consists of:
strong analytical skills with capacity to translate business input into testable hypotheses, features, models or metrics
ability to perform work with a balances trade-off between care and speed and with the ability to deliver insights without having the full picture
deep knowledge of customer support centre business and its infrastructure
experience in conducting analysis and transforming these into clear actionable insights for stakeholders on all levels
experience with visualisation tools such as Excel, PowerBi, or comparable
good knowledge in basic statistics and statistical modelling
Your backpack 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.

YOUR RESPONSIBILITIES
You will be responsible for:
conducting advanced data exploration and analysis using modern data mining techniques, visualisation tools; capturing actionable insights
optimising how to measure specific KPIs for the assigned area, to improve country steering and follow market performance
identifying relevant data points for the business and collaborate with relevant stakeholders in order to create and maintain the necessary reports and dashboards that enable high data transparency and optimal analysis
generating in-depth analysis by collaborating with relevant stakeholders in order to maximise insights quality, speed and root-cause accountability
formulating feedback on analysis improvement needs in order to secure state of the art tools and ways of working
applying agile ways of working in relation to advanced analytics, especially on topics like performance measurement and hypothesis testing by default, thus maximising key metrics and ensuring that goals are met
ensuring collaboration with relevant stakeholders in order to secure a continuous improvement to the data-models, data-capturing, data-visualization, data-tooling capabilities and enable continuous improvement of performance



ABOUT THIS WORK AREA
At IKEA our mission is to help the many people live better everyday lives in their homes, in their communities and on this planet we all call home. We are committed to making IKEA more accessible, affordable and sustainable in everything we do.
We are transforming how we meet our customers across all touchpoints to be seamless, effortless and enjoyable. And we know that customers love to interact with IKEA in many ways. Connecting with IKEA remotely has never been more important to us to allow our customers to be inspired and think of the many ways IKEA can help them live a better life. We also know that our customers demand increasing levels of accessibility from wherever they are and that have led to creating a transformed and very capable remote customer channel at IKEA.
Our Customer Support Analytics team is responsible for defining and delivering actionable insights based on analyses of all relevant data sources, in order to enable informed data based decisions and continuous improvement across IKEA's global customer support organization. Our values are the foundation of our work. By living them, we form the unique IKEA culture where team spirit and togetherness are key (https://about.ikea.com/en/about-us/ikea-culture-and-values).
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 process, please reach out to Ankita Sharma at ankita.sharma@ingka.com. Please send in your application in English. Note that we cannot process any applications through email.
Thank you!