Senior Product UX Designer - Customer Support, Group Digital

It is a great time to be in Digital Experience Design at IKEA!

Guided by our motivation to create a better everyday life for the many people, we are driving human-centered-design into all areas of the organization to put the customer and coworker at the center of everything we do.

Our ambition is to create the best-in-class digital experience for customers and coworkers alike, constantly listening and learning from them, creating those experiences with them, iterating and improving in perpetuity. We do not exist without our customers and coworkers and believe that we report to them. Their feedback is our success and our failure.

Five principles guide us

Design puts people first

Design brings confidence to decisions

Design is a catalyst for growth

Design brings ideas to life

Design empowers the many people

We take Design seriously!

Our team is made up of passionate experts in all areas and levels of Digital Experience Design: Product UX Design, Strategic Experience Design, Data Experience Design, Experience Design Research, Emerging Tech Design, Digital Taxonomy, Content Strategy, Experience Writing, Optimization Writing, Inclusive Design, Design Systems, Motion Design, and Design Ops to hold us all together and keep us efficient.

We are building the entire Digital Experience Design organization from scratch and need passionate coworkers to help drive IKEA into the future! Join us to start the journey of a lifetime.

What you’ll be doing day to day

As Sr Product UX Designer in the Customer Support product area, you will create compelling, human-centered design solutions enabling our many customers to easily get the help they need, when they need it. This is a critical role helping to ensure that if a customer runs into a problem or has a question, that we are delivering innovative and world-class support experiences to exceed their expectations. We are early on this journey, and this Sr Product UX Designer will join the team helping to drive us forward.

To succeed in the role, we see that you have experience in many of the following:

· Leading and producing innovative, word-class design and experiences to drive the direction for a number of products within a domain

· Leading and executing various user research methodologies and identifying user needs in order to cultivate a long-term, deep understanding of our users

· Defining strong evidenced-based design rationales and communicating and advocating those decisions to a variety of stakeholders and teams

· Leading brainstorming, design sprints, human-centred design workshops and other co-creative design methods to bring the UX and Design strategy to life

· Providing design mentorship to assist in the development of Product UX Designers

· Coordinating design work priorities with Product Owner(s), tech, and data team members working within the prioritized roadmap to provide input to future roadmaps

· Implementing and promoting design vision and deliverables to key stakeholders up to Digital Experience and Domain Product Leadership

Together as a team

At Group Digital, we set the global digital agenda in order to enable IKEA to become the world's leading multichannel home furnishing company.

We drive the development, provision and operation of our digital products and services using new and existing technology with agile delivery methods. At the same time, we provide a home for digital skills to both develop and extend technical, people and business skills needed to continuous development and growth.

Where our Digital Transformation is allowing us to create new ways we meet and interact with our customers and co-workers, our Digital Experience Design team is responsible for shaping what the future actually looks like. The team has a clear vision: to create everyday digital experiences for the many people through our human-centric methodologies that enable design, inspiration and innovation.

The Business Ventures domain covers the wide range of experiences and platforms around Food, Sustainability, B2B and Customer Support. This includes customer and co-worker experiences that we create with resources inside and outside of your own control. It includes all channels and everything from customer facing channels down to operational platforms that keep our company running. We are focused on creating tangible and measurable value for our customer and the business that ultimately allow our hundreds of millions of customers to live a better and more sustainable life at home.

Let’s connect

This role reports to the Head of Product UX – Business Ventures and is located Malmö, Sweden. Our organization has coworkers in Amsterdam, Sweden, Madrid, Shanghai and Philadelphia.

Please note that we don’t handle any applications on mail and in English only.

You might have some questions about the recruitment process and we are more than happy to answer those! Feel free to connect with the recruitment specialist [email protected]