• Al Futtaim UAE Careers | Digital Channel Customer Experience Specialist | IKEA

    Al Futtaim UAE Careers | Digital Channel Customer Experience Specialist | IKEA

    Location: Dubai - United Arab Emirates

    Job Description

    We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people.

    Al-Futtaim IKEA holds the franchise rights for IKEA in Egypt, Oman, Qatar and the United Arab Emirates.

    You will lead the detail work when it comes to the digital customer experience journey in an Omni-channel context to make IKEA more accessible through a digital presence wherever, whenever the customers choose to meet us.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Based upon the IKEA Customer Experience Map and other related tools implement an excellent meeting with the customer on all digital channels

    • Make the digital experience as simple and appealing as possible for end users, supporting the market

    • Conduct user research, interviews, surveys and drive user experience insights to support the needed adaptations for digital channels

    • Identify, evaluate and document improvements and eliminate root causes of poor digital customer shopping experience in:

    • Visual Identity/Digital Interface

    • Fulfilment

    • Delivery

    • Returned/cancelled orders

    • Payment

    • Secure a relevant and consistent (seamless) IKEA experience

    • Identify and implement tools, working methods and best practice to secure optimised operations and to support the region

    Job Requirements

    • Live and share the IKEA values every day

    • Digital, online, ecommerce and/or IT experience

    • Experience in designing and implementing process flows, workflow management procedures, in a quality assurance/testing environment

    • Working knowledge of SYSML, UML and wireframe practices for use case definition

    • Extensive experience in using UX design best practices to design solutions, and a deep understanding of mobile-first and responsive design

    • Solid grasp of user-centred design, testing methodologies & usability and accessibility requirements

    • Ability to clearly and effectively communicate design processes, ideas, and solutions to teams and stakeholders

    • Clear understanding of the importance of user-centred design

    • Understanding of IT and processes that can support and develop business

    • Understanding of all aspects of the IKEA multichannel shopping experience

    • Experience in stakeholder and change management

    • Strong teambuilding, relationship and networking skills

    • Process and organizational thinking

    • Prioritization and decision-making skills

    • Good written & spoken English

    Job Details

    Company/Organization: Al Futtaim

    Employment Type: Full-time Job

    Job Location: Dubai, United Arab Emirates

    Application Deadline: N/A