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Steering & Leadership

Intern - Service Experience Department

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  • Bengaluru, India
  • Leadership & Management

Job Description

  • Job ID: 349145

  • Date posted: 17/06/2026

    • Who you are

    As a Service Strategy & Customer Experience Intern, you are curious, analytical, and customer-focused with a strong interest in improving retail services and customer experiences. You enjoy understanding customer expectations, analyzing market trends, and supporting service development projects that create convenience and value for customers.

    You are proactive, detail-oriented, and comfortable working with data, customer insights, and cross-functional stakeholders. You have a strong interest in retail operations, service innovation, and customer journey improvement, especially in areas such as express delivery, same day assembly & delivery, and buy back services.

    You have good knowledge of Excel, Power BI, and MS Office tools, and are comfortable working with reports, dashboards, and presentations. You are open to travelling for market visits, competitor benchmarking, and surprise visits to IKEA stores to gather insights and evaluate customer experience standards.

    Your responsibilities

    • Support projects related to Express Delivery, Same Day Assembly & Delivery, and Buy Back Service initiatives.

    • Conduct competitor mapping and benchmarking of service offerings, delivery models, pricing strategies, and customer experience practices.

    • Analyze customer journeys and identify opportunities to improve convenience, efficiency, and satisfaction across service touchpoints.

    • Gather and interpret customer needs and feedback through research, observations, surveys, and store visits.

    • Assist in evaluating service performance and identifying gaps in customer experience and operational execution.

    • Support studies related to delivery experience, assembly services, and post-purchase customer interactions.

    • Visit markets and competitor locations to conduct analysis and collect relevant insights on retail and service practices.

    • Carry out surprise visits to IKEA stores to observe and evaluate service execution and customer experience standards.

    • Prepare reports, dashboards, presentations, and recommendations using Excel, Power BI, and other MS Office tools.

    • Collaborate with internal stakeholders across Service Experience, Fulfilment, Sales, and Customer Support teams to support ongoing initiatives.

    • Monitor industry trends and best practices related to retail services, last-mile delivery, and customer engagement.

    • Support ad-hoc projects and initiatives related to service strategy and customer experience improvement.

    Together as a team

    In our team we take pride in seeing everyone around us grow and develop, and we encourage people to experiment, test, try - and sometimes fail. As long as they learn along the way! We know that everything is changing more rapidly today and that we sometimes need to lead in the unknown. So we throw ourselves out there to explore new possibilities and ways of doing things to make both our people and our business prosper.

    Studies show that members of underrepresented communities don't apply for jobs unless they're 100% "qualified". If this is part of the reason you hesitate to apply, we like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application.

    From: "Why Women Don't Apply for Jobs Unless They're 100% Qualified" by Tara Sophia Mohr, August 2014"








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