Data & Analytics Leader for Customer Support and Returns, Group Digital

WHO YOU ARE

We are looking for a technical people-centric Data & Analytics leader with focus on creating tangible value from data through methodologies of Data Science and Advanced Analytics, while being equipped with built-in empowerment to drive enabling processes such as Data Engineering and Data Stewardship. To be successful in this role, we believe you should have minimum 5 years of progressive and diverse experience in Data & Analytics.

Our diverse and global team within Data & Analytics is growing even more and we would love to talk with you, if you recognize yourself in some of the following:

• have a formal advanced education in engineering, computer science, econometrics, mathematics or equivalent

• are passionate about the possibilities of Data & Analytics and its value for business

• have experience in data-driven digital product development, including data processing, analysis and knowledge extraction, with agile processes, continuous improvement and deployment at scale

• good knowledge of the application of advanced analytics and data analytics in addressing and answering business questions

• good knowledge of programming languages, modern platforms and systems for handling small and large datasets

• good knowledge of data models (e.g. hierarchical or relational) and common issues related to data quality, and how to improve them

• are motivated to stay up to date on the latest developments, tools and technologies of the rapidly changing data and analytics landscape

• have strong communication skills with business and technical stakeholders and can communicate actionable data-evidenced findings to a non-technical senior audience in clear and concise language

• good knowledge of stakeholder and change management

• are passionate about leading, inspiring and coaching people

This 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.

The IKEA culture and values are very much a part of our business and day to day work life. For you to thrive and grow with IKEA it’s important for us that you share our values! You can read more regarding our values and life at IKEA on our website http://www.ikea.com

YOUR RESPONSIBILITIES

Your role is to lead, inspire and motivate a group of Data Scientists, Data Analysts, Data Engineers, Machine Learning Engineers and Data Stewards to provide value creation from data and analytics, and data-driven decision making, for delivering digital solutions that will improve the IKEA customers experience.

Your group members will work as fully empowered contributors in one or more cross-functional agile teams to build digital products, including analytics to measure product performance. As part of a cross-functional leadership team, you will work collaboratively with leaders from Product, UX Design and Engineering to inspire and empower teams, shape product roadmaps and enable achievement of desired business outcomes.

Within the area of Customer Support & Returns, you are responsible for:

• the implementation and application of Data & Analytics solutions within the product teams of Customer Supports and Returns, such as staff planning, returns management, or self-service solutions to provide some examples

• proactively contributing functional expertise and guidance to teams to ensure the right Data & Analytics solutions are implemented to meet requirements

• actively pushing to improve data-driven insights and decision-making solutions, driving effectiveness and efficiency in Data & Analytics

• working closely with key data enablement units like Data Management and Data Architecture to secure fundamentals for successful data-driven product development

• engaging with Product, Engineering, and Design Leads regarding resources and functional expertise required in product development to ensure a most competent and suitable team

• ensuring the products team and the stakeholders have a good understanding of the Data & Analytics roadmap and vision

• ensuring enough and the right Data & Analytics resources, people and expertise are available for committed product development through hiring the right talent or bringing in and managing vendors/contractors if needed

• leading, coaching and developing team members to secure people development, leadership and succession and a high performing team

OUR TEAM WITHIN IKEA

At Group Digital, 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 existing and emerging new technologies and agile delivery methods to deliver at pace. At the same time, we provide a home to develop and extend the business, people, and technical skills needed to ensure continuous improvement and growth of our digital capability.

The Data & Analytics function is a core pillar of Group Digital, with responsibility to shape and drive digital objectives with deep internal competence along the data value chain, ranging from key enablers such as Data Management and Data Architecture to product success drivers like Data Engineering and Advanced Analytics.

IKEA has long been a global leader in home furnishing. We are proud of our vision to improve the everyday life of the many people. But our industry is quickly changing, and we need to adapt to stay competitive. To facilitate our digital growth ambition, we are working in different locations world-wide. The home office for this role will be Malmö but we act as one global team and work together on global solutions.

In this role, you will be embedded in the business domain of Business Ventures, which consists of our Sustainable Living, IKEA Business(B2B), IKEA Food and Customer Support & Returns product teams. 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. Most of these solutions have both a customer and co-worker facing part.