Senior Data Analyst, Customer Support & Returns, Malmö


Malmö, Skåne, Sweden


Customer Success

Nov 10

Who you are

We develop the tools that people love to use when needing IKEA support. Now we are looking for Data Analysts to join us in optimizing how we enable customers to help themselves and how we make their contact with IKEA as smooth and efficient as possible. Customer Support & Returns works with customers before, during and after the purchase and our mission is to make this process as simple as possible.

Our diverse and global team within Data & Analytics is growing even more and we would love to talk with you, if you recognize yourself in some of the following:

• Consider data to be the starting point for solving (almost) any problem

• Is a creative person that can combine multiple data sources to answer one question that neither of the data sources can answer on their own

• Enjoy figuring out how to use your knowledge of SQL, Python or something else to derive insights from large datasets in order to solve business problems

• Have a background in analytics, computer science, engineering or equivalent (at least MS or equivalent)

• Loves to visualize data through advanced visualization tools and to tell compelling data stories to non-technical stakeholders

• Have experience in digital product development and how translate to business input into testable hypotheses, features/models, or metrics

• Able 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

• Is a team player who promotes informed decision-making based on data and builds cross-functional relationships with peers

• Have at least 2 years relevant experience as a Business Analyst, Data Analyst, Web Analyst or similar

This is our wish list! 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.

The IKEA culture and values are very much a part of our business and day to day work life. For you to thrive and grow with IKEA it’s important for us that you share our values! You can read more regarding our values and life at IKEA on our website

What you'll be doing day to day

You’ll lead the transformation of IKEA into a more data-driven company by extracting and sharing insights from data that reinforce, alter, or impact present and future decisions on business and product strategy, leading to a better experience for our customers.

For example, we are developing models, dashboards and tools to answer questions like:

• Which contact channel is the most efficient? Why is it the most efficient? How can we get the other channels to the same efficiency or lead customers to the better channels?

• If we move a button in the appointment booking tool how will it change the performance?

• How do we quantify quality of knowledge base articles in around 30 languages?

• Who are the customers that use the various tools? Can we make the support journey easier for these customers?

• Is the chatbot performing optimally? Could we enable more intelligent prompts and drive more sales with predictive analysis?

Customer Support & Returns works with data that is relevant for most other parts of IKEA so expect lots of communication and varied requests from around IKEA.

Our team within Ikea

You will work in Data & Analytics together with other Data Analysts, Data Scientists, Data Engineers, Data Stewards and Data Architects. Together you will be joining cross-functional teams consisting of colleagues from Technology, Product and UX from the Customer Support & Returns sub-domain.

IKEA has long been a global leader in home furnishing. We are proud of our vision to improve the everyday life of the many people. But our industry is quickly changing, and we need to adapt to stay competitive. To facilitate our digital growth ambition, we are working in different locations world-wide. The home office for this role will be Malmö but we act as one global team and work together on global solutions.

We see so many opportunities for what we can accomplish and have the ambition to be a world class team. At the same time, we believe that our work is not just about solving business problems, but also about learning and having fun together.


• Work on some very interesting problems as described above, and you are encouraged to spot new opportunities or to collaborate with Data & Analytics colleagues in other specialist teams

• Opportunities to have global impact with your work

• Flexible and modern tools: we deploy on Google Cloud Platform and we use a lot of open source tools across the board

• Hardware and Operating System your choice

• A team of great colleagues to learn with and from (with world-class experience across all aspects of Data & Analytics)

• Continuous learning (we aim to spend 20% of our working time on learning)

• Flexible and friendly working environment in a truly value-based company

Questions and support? Let's connect!

Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.

Studies show that members of underrepresented communities don’t apply for jobs unless they’re 100% “qualified”. If this is part of the reason you hesitate to apply, we like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think. We look forward to receiving your application.

From: “Why Women Don’t Apply for Jobs Unless They’re 100% Qualified” by Tara Sophia Mohr, August 2014”

If you have questions regarding the recruitment system, please reach out to Olivia de Peyronnet at Please apply with your application in English. Note that we can’t process any applications through email. Thank you!

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The IKEA vision is to create a better everyday life for the many people