Business Analyst

WHAT YOU'LL NEED TO HAVE
- 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
- Broad knowledge of analytics and how to leverage data for maximising business impact
- Strong analytical skills combined with ability to turn insights into improvement needs
- Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
- 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
- Good understanding of stakeholder and change management
- Good understanding of the complexity of Customer Support Center, as an integrated part of the business
- High level of data/computer proficiency
- 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 (English and Italian)
- Good interpersonal and influencing skills with the ability to collaborate, network and build strong relations with team members

WHAT YOU'LL BE DOING DAY TO DAY
- Provide analytics to validate and support in building of hypotheses 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 Knowledge and Insight Manager in creating awareness and triggering action both within and beyond the Customer Support Center in order to create great customer experiences and maximise business outcomes
- Ensure close collaboration and integration with the Knowledge’s team 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 Customer Support Center in order to share actionable insights and contribute to continuous improvement

ABOUT THIS WORK AREA

There’s a big difference between doing things right and doing the right things. In our team we gather insights from big data to make sure IKEA does the right things. We’re a diverse group of people who spend our days digging into consumer behaviour and how people live their lives at home. You could say that we know the trends before they’re actually trends - and we use that knowledge to create a better everyday life for our customers.

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