ID de la oferta: 19227CN

Fecha de publicación: 19/11/2023

WHO YOU ARE

a. KNOWLEDGE
• Good knowledge of IKEAs corporate identity, core
values and vision of creating a better everyday life
for the many people
• Broad knowledge of analytics and how to leverage
data for maximising business impact
• General knowledge of end to end omnichannel
customer shopping journeys and the different
metrics involved
• Strong knowledge of the contact centre industry
and in particular its analytics functions within
globally steered organisations
• Broad knowledge of how to create and convey
compelling insights based on data, and how to
use them in order to effectively influence business
decisions
• Good understanding of stakeholder and change
management
• Good understanding of the complexity of RCMP,
as an integrated part of the business
• High level of data/computer proficiency

b. MOTIVATION
• Motivated by sharing and living the IKEA culture
and values
• Passionate about the possibilities of Data &
Analytics and the value it can generate for our
business
• Motivated by staying up to date on the latest
developments, tools and technologies of the
rapidly changing data and analytics landscape
• Energised by working both independently and in
cross-functional teams
• Inspired by co-creation and open for
development and change

c. CAPABILITIES
• Strong analytical skills combined with ability to
turn insights into improvement needs
• Ability to perform work with a balanced trade-off
between care and speed, and to understand that
rapid insights may come at an initial cost of
rigorousness
• Ability to accomplish goals, complete tasks, and
achieve results
• Good written and verbal communication skills
• Good interpersonal and influencing skills with the
ability to collaborate, network and build strong
relations with team members

YOUR RESPONSIBILITIES

• Provide analytics to validate and support in building of hypotheses, in close cooperation with global Remote
Analytics, in order to create insights in performance and guide business decision making
• Create and run ongoing reports specific to country in order to build continuous insight in local performance and help
identifying areas for improvement
• Actively analyse all relevant data sources in order to create accurate and compelling insights
• Generate insights in order to support the Experience Design Manager in creating awareness and triggering action
both within and beyond the RCMP in order to create great customer experiences and maximise business outcomes
• Ensure close collaboration and integration with group Remote Analytics in order to align on common priorities and
ways of working as well as to share insights
• Ensure collaboration with Sales and Resolutions as well as other relevant stakeholders within country RCMP in order
to share actionable insights and contribute to continuous improvement

TOGETHER AS A TEAM

Enable excellent understanding of the performance
status of the country Remote Customer Meeting Point
(RCMP) and its root causes by leveraging global
analytics tools and defining actionable insights.
Create tailored additional analytics solutions in
connection to local needs not covered by the global
roadmap.