ID dell'offerta: 259868

Data della pubblicazione: 14/10/2024

Why we will love you

You care about making a positive impact in the world.  You understand greatness requires thinking differently.  An inclusive and accepting work environment is important to you. 

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness.  Join our team and start a better life for yourself.

What you'll be doing day to day

You will represent local analytics and will be a part of a global network of Call Center analytics specialists. The goal is to gain an understanding of the performance of the US Call Centers and create actionable insights leveraging global analytics tools.

• Create and run ongoing reports specific to the country to build continuous insight into local performance and help identify areas for improvement
• Actively analyze all relevant data sources to create accurate and compelling insights
• Generate insights to support the Customer Experience Design Manager in creating awareness and triggering action both within and beyond the Call Center to create great customer experiences and maximize business outcomes
• Ensure close collaboration and integration with group Call Center Analytics 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 to share actionable insights and contribute to continuous improvement

Our team within IKEA

We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.

Apply now!

At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to ​help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!
Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount  
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits
Dental and vision plans
Medical and Rx plans (must work min. 20 hrs/wk)
A fun and inclusive work environment

SALARY DISCLOSURE- The ideal pay range for this role is $55,665-$80,714.25 based on the Baltimore Pay Tier. The pay range may vary based on your location.

This position is hybrid role that requires open availability. The successful candidate must live within a commutable distance to the IKEA Remote Customer Meeting Point in Nottingham, MD.

QUALIFICATIONS

• Minimum of High School diploma, GED, or equivalent education
• Minimum 2 years of experience working as a business analyst in a Call Center environment
• Minimum 2 years of experience of stakeholder and change management
• Minimum 2 years of experience in conducting analysis and transforming these into clear actionable insights for stakeholders on all levels
• Minimum 2 years of experience of working within a global matrix organization
• Solid Experience of analytics and how to leverage data for maximizing business impact
• General knowledge of end-to-end omnichannel customer shopping journeys and the different metrics involved
• Experience and passion for creating compelling insights based on data, and how to use them in order to effectively influence business decisions
• Motivated by staying up to date on the latest developments, tools and technologies of the rapidly changing data and analytics landscape
• 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

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.