Product specialist for Customer self-service order management (web)

WHAT YOU'LL NEED TO HAVE

If you are passionate about being at the leading edge of technology and digital innovation, IKEA Group Digital is your next move! If you get energized by the mix of strategic thinking and turning software engineering trends into practice, this role as Product specialist might be what you are looking for!

Currently we are looking for a Product specialist to take part in transforming IKEA from a cash and carry retailer into the world's leading multichannel retailer. Our assignment within this Transformation Program is keeping the customer in focus by developing new self-serve functionalities. To truly push the customer experience in close collaboration with many other teams, 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. This will be done together with the Product owner.

As product specialist at IKEA, you demonstrate experience both in conducting quantitative, qualitative analysis and need to bring a data-driven approach to decision making, both in day-to-day management and in strategic trade-offs. You bring a mind-set of analytical skills and a decision making based on both hard- and soft data to this role. As a result, your deliverables are focused with excellent attention to detail and drive to resolve issues.

The advantages you bring to this position is minimum 5 years of experience from digital product development. Experience in working with development of customer facing web applications and retail order management are a plus. We also see that you have:

• extensive experience with agile development practices, particularly owning and running specific agile events such as backlog refinement and sprint reviews

• extensive experience of developing and writing user stories

With IKEA culture and values at heart, you demonstrate strong IKEA leadership skills, by using sound judgements to make timely and effective decisions. You know how to communicate and collaborate with teams and with business and technical stakeholders.

WHAT YOU'LL BE DOING DAY TO DAY

When making a purchase at IKEA, depending on the order type, you will be able to track and manage this order in different ways. This Product specialist 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 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 products in ensuring a smooth customer experience for the totality of actions a customer wishes to do related to their order.

In your daily work you will define how the track&manage order solution should work and then prioritize, coordinate and manage the development and deployment of innovative digital products as well as ensuring the development stays aligned with business goals and OKRs.

You will work collaboratively with other Product owners/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.

The Product Specialist works together with the Product owner in making both tactical and strategic decisions by measuring, analysing and reporting on the performance of digital products. Together with the product owner, UX and Engineering Manager you will set the direction for the digital product. You will:

• serve as subject matter expert for product team members and other co-workers, providing insights, context and additional information to help understanding what is required

• measure, analyse and report on the performance against business goals and KPIs, as well as test, analyse and validate the actual impact of the product to make sure the product reaches its goals

• support the product owner in tactical decision making with analysis results and insights, as well as writing user stories

• develop an in-depth understanding of the stakeholders’ (Product Manager & other business stakeholders) needs and interpret and share that understanding with the product team, providing context, as needed to ensure they develop and deliver what is expected

• where needed, work with co-workers to understand and quantify their needs and requirements, ensuring they are included and integrated into the product

In this role you will report to the Product Manager.

OUR TEAM WITHIN IKEA

We set the digital agenda to keep IKEA leading in an uncertain and fast-moving environment. We drive the development, provision and operation of our digital products and services using new and existing technology and agile delivery methods to deliver at pace. At the same time, we provide a home for digital skills to both develop and extend the technical, people and business skills needed to ensure continuous development and growth of our digital capability.

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 self-service solutions for things like appointment/event booking and order management.