Al Futtaim Careers – Customer Experience Specialist

Job Description

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.

Job Responsibilities

• 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
• 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
• Visual Identity/Digital Interface
• Fulfilment
• Delivery
• Returned/cancelled orders
• Payment

Job Requirements

• 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
• 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

Job Details

Company: Al-Futtaim Group

Vacancy Type: Full-time

Job Location: Dubai, United Arab Emirates

Application Deadline: N/A

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