Product Specialist – Customer support intelligence - Group Digital

WHO YOU ARE

If you want to be at the leading edge of technology and digital innovation, Group Digital is your next move! If you get energized by turning data engineering and analytics trends into practice, this role as Product specialist within customer support intelligence might be what you are looking for?

As a Product specialist, you demonstrate experience both in conducting quantitative and qualitative analysis. You 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 details and drive to resolve issues.

As a person you hold the ability to take ownership and make effective decisions which stimulates your creative ideas and perspectives, that add value to understand the complexity of IKEA Business and in understanding the technology as an integrated part of the business. You know how to communicate and collaborate with teams and with business and technical stakeholders. As a person you are open to change and motivated to share and live the IKEA culture and values to them around you.

The advantages you bring to this position is minimum 5 years of experience from digital product development. We also see that you have:

• Experience in working with Microsoft Power BI and Cloud in particular Google Cloud (GCP)

• A solid understanding of the inner workings of a Customer Support Centre

• Understanding of the technology landscape in e-commerce, digital channels and retail - particularly in technology that is relevant to descriptive, predictive or prescriptive analytics.

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

YOUR RESPONSIBILITIES

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 as needed to help understanding of what is required

• lead parts of the feature development from a product perspective

• measure, analyse and report on the performance of the Digital Products against business goals and KPIs

• be responsible for all product related analysis, utilizing both customer and product data

• support the product owner in tactical decision making with analysis results and insights

• support the Product Owner in 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 what they develop and deliver what is expected

• test, analyse and validate the actual impact of the product to make sure the product reaches its goals

• work cross-functional to ensure that the agile team has what is needs and remove blockers that prevent the agile team to maximize the delivery of digital products

ABOUT THE JOB

IKEA has around 7000 Customer Support Centre co-workers today working with many different local solutions in order to steer the business and to make tactical and strategical decisions. In this role you will work in a team that is developing the analytical capabilities needed to centralize the foundation for greater actionable insights at a lower cost.

In your daily work you will define how we can best support our stakeholders with actionable accurate information to support efficient customer support centers that ultimately leads to a better customer experience. With the power of cloud technologies and skilled data engineers, data scientists and business analysts you will be part of a team that strives to help the business to continuously improve. In some situation this will be by descriptive analytics and dashboards in other situation it will be cutting edge machine learning and AI.

Through this our aim is to:

• Learn from best performing units by measuring comparing against the same definitions

• Better understand our customers to enable better customer experience and end user personalized support

• Increase sales through the use of data and by their help turning Customer Support Centers into an established sales channel

In this role you will report to the Product Manager.

This role is located in Malmö.

ABOUT THIS WORK AREA

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 through the use of 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 also self-service solutions for things like appointment/event booking and order management.