Zalando Customer Care
At Zalando, we are dedicated to providing seamless and exceptional experiences for our customers. Customer Care is at the forefront of this mission, ensuring that every interaction is positive and effective. Our teams build and operate systems that resolve customer queries, provide proactive support, and gather crucial feedback to continuously improve our services and products. At Zalando and in Customer Care, we are committed to providing equal opportunities for career advancement and promotions to all employees, following our inclusiveness principles. We welcome applications for both full-time and part-time positions, as we believe in providing flexible work options to support our employees' diverse needs.
Role Description
You will be a core team member driving the product design vision at Zalando CuCa. Leading projects within Customer Facing Applications (CFA) team as well as contributing or driving overarching initiatives within Zalando Lounge and the Zalando group. Within the CFA you will be actively contributing to the design system and establishing design patterns across platforms. Your strategic experience will contribute to shape a customer-centric product vision. Previous experience with brand design would be a plus in connecting our Product and Brand strategies.
Role Expectations
You collaborate closely with UX Designers, PMs, User Researchers, Engineers, UX Writers and (often) data scientists and communicate effectively with a variety of other business stakeholders to align expectations and ensure remarkable CX solutions.
You engage with other product and graphics designers across Zalando and give back to the Zalando community by teaching others, improving team health, etc. You support design management and help improve processes with key design ops initiatives.
You proactively design and deliver coherent customer experiences to achieve design and business goals scoped over several sprints or quarters. You role-model user-centric product design practices to your team, other designers and business stakeholders.
Discovery: You help UX Designers, User Researchers and Product Managers lay a credible and motivational foundation of customer insights for a defined problem space. You jointly plan methodologies, participate in research, shape and interpret quant and qual data, and help assess whether the problem is worth solving.
Product Definition: Working closely with PMs, you contribute texts, high-level visuals (e.g. storyboards), press releases, and other problem definition communications. You define holistic customer journeys that PMs and other designers draw from.
Solution Design: You generate multiple solutions to complex problems and evaluate which one to follow further. You ensure technical feasibility of designs and leverage technology to improve experiences. Your solutions are scalable.
Delivery: You scope and define deliverables and ensure developers have everything they need to build the designed solution. You ensure a remarkable quality of what goes live.
Experience
Experience working in a collaborative environment and working directly with product managers and developers for the implementation of designs
Innovative mindset
Experience with design systems
Knowledge of design best practices and patterns across platforms (web, IOS, Android)
Experience with brand design and storytelling
Experience in applying and evolving design guidelines
Excellent presentation and communication skills
Planning and facilitating workshops
Good stakeholder management skills and very good command of English (German skills not required)
Engage with the design community propagate ideas by teaching, writing and/or speaking
Mentoring junior colleagues
Experience with motion design (nice-to-have)
Working experience in the fashion industry (nice-to-have)
Tooling
Must be proficient in Figma
Prototyping with Figma
Zalando uses Google Apps (Mail, Calendar, Docs etc.)
