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Digital Channel Customer Experience Specialist | IKEA | Service Office, Dubai

Dubai IT & Digital Solutions Full Time

Job description

About Al-Futtaim Private Company LLC

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

About Al-Futtaim IKEA


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.

About you

You have the willingness and passion in transforming IKEA to be the world’s leading multichannel home furnishing retailer. You are inspired by working together in fast paced and complex environments. You are energized by achieving success and results through people. You lead and act the IKEA culture and values.

What’s more, we believe that you have the following knowledge, capabilities and motivation:

  • 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

About the role

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.

Key Specific Accountabilities

  • 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

A few more things for you

Interest? Then please join us for a rewarding career journey!

We are here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click, “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Apply now