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Digital Product Specialist (Global Ventures & Services)

Conshohocken, Pennsylvania - Explore location IT & Digital Solutions Full Time

Job description

Why we will love you

From the deep forests in Sweden, we have spread our culture and values around the world. At the heart of our offer are our beautiful home-furnishing products and solutions, made with care for our planet, reaching millions of customers. At the heart of our business, are our wonderful co-workers representing diversity in all dimen­sions and passionate for life at home. We all contribute with our uniqueness and we want to grow and develop together. Our vision, “to create a better everyday life for the many people” inspires and guides us in everything we do. This is IKEA.

If you are inspired to create magical, digital experiences and understand greatness requires thinking differently, join our team of innovators and explorers.

What you'll be doing day to day

As a Product specialist in the Remote Selling team, you will be leading the development and innovation around coworker lead selling through digital channels in a remote selling context. In this role, you you will monitor all aspects of a product lifecycle, including long and short term development. You will be a responsible for evaluating work generated by product scrum team and prioritize the features and functionalities of a product to obtain maximum benefit of the end user. Other duties include performing product demonstrations to stakeholders and customers and gather feedback. To be successful as a product specialist, you must have a passion for the products you work with and keep expanding product knowledge.

Day-to-Day Responsibilities:
• Provide product-related analysis, utilizing both customer and operational data as well as product information. 
• Support the product owner in tactical decision-making and prioritization with analysis results and insights
• Think like a user and use that lens to identify opportunities for technical and operational improvements across the customer journey or co-worker experience in the store.
• Demonstrate entrepreneurial spirit by taking initiative, effectively prioritizing opportunities, pitching ideas, making convincing arguments, and being able to execute what needs to be done to support the mission. 
• Apply strong analytical skills with the ability to structure and breakdown complex problems into manageable parts, identify required data and analyses, and develop concrete recommendations based on insights based on this.
• Be the subject matter expert on business processes, specific technologies and tools used, and the opportunities to improve customer and co-worker experience.
• Understand how stakeholders use systems and identify improvement opportunities to create a best-in-class user experience. 

• Minimum of 5 years of progressive and diverse experience in digital product development
• Demonstrable experience in working in an Agile or DevOps working set-up
• Demonstrable experience in conducting quantitative and qualitative analysis
• Previous experience doing product demonstrations for various markets, coworkers and other stakeholders
• Experience in providing documentation for product support content and conducting training sessions and attending meetings as required
• Experience working with and knowledge of the needs of customers or clients (internal or external)
• Proven analytical skills and experience making decisions based on hard and soft data
• Strong communication skills with business and technical stakeholders
• Strong team working and collaboration skills

Salary Range: $91,015-$135,678.25

Together as a Team

At IKEA we are focused on creating a better everyday life for the many (both customers and co-workers). As part of that journey customer may need support along the way. The IKEA Customer Support, Returns and Remote Selling Digital team is here to enable and innovate that support. Just like with our furniture, we are optimists, constantly looking for new and better ways to support our customers and co-workers. The Customer Support, Returns, and Remote Selling Digital team is about building solutions for better customer support to our customers before, during and after their purchase. We build and operate solutions that enable our 8000+ Customer Support Center co-workers to meet customers over messaging channels, chat, video, phone and email every day. We are also building solutions that allow more and more customers to help themselves through self-service solutions, and customer support solutions for our store co-workers. With more self-service and better and more efficient co-worker solutions we want our customer support to be not only about support, but more and more about the customer conversations that truly matter e.g. helping customers realize their home furnishing dreams with IKEA.

You are applying to a role in a team that is leading a major journey and transformation for IKEA customer support. You will be working with 30+ markets and needs with solutions that are handling 30+ million customer contacts every year. In this role you will have a fantastic opportunity to make IKEA more accessible and easier to shop with.

In this role you will report to the Product Manager for IKEA Customer Service and Remote Sales.

The successful candidate must live within a commutable distance to the IKEA Service Office in Plymouth Meeting, PA.