THE ROLE & THE TEAM
In Customer Care Technology, we design, define, and deliver innovative service journeys that improve the way Zalando customers interact with our support. Our product team develops user-friendly applications for both customers and Customer Care specialists, ensuring smooth and efficient service across all channels.
As part of this team, you'll focus on delivering customer-facing products with an excellent user experience, ensuring that customers can access seamless self-service through chat, web, or phone. Your work will contribute to making our customer support effortless, intuitive, and efficient.
Additionally, you'll help provide tools that support our Customer Care specialists, enabling them to handle inquiries quickly and effectively. By doing so, you'll play a vital role in elevating the overall customer experience at Zalando.
INCLUSIVE BY DESIGN
At Zalando, our vision is to be the starting point for fashion - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.
We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.
do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/diversity-inclusion
Our employee resource groups: https://corporate.zalando.com/en/diversity-inclusion/our-employee-resource-groups
WHY YOU SHOULD BE INTERESTED
You will actively contribute towards developing the strategic vision for your product: Your ideas are based on solid understanding of the existing product strategy, partner and customer needs and challenges, aligned with the broader Zalando strategy. Your ideas continuously push the development and iterations of the product and its strategic market fit. You always find ways to demonstrate how your product contributes to current, mid- and long-term goals and priorities. You use data to evaluate product opportunities, utilisation of new features and continuously refine the priorities and roadmap based on data driven inputs.
You build relationships with internal stakeholders across various departments: You continuously engage with them in defining the next product priorities. You actively co-design the right product solutions with development teams within and outside of Zalando ensuring that the engineering teams have the right user stories, requirements and business context
You are a person with knowledge of several areas, most notably technology, business, logistics processes (nice to have) and user experience. You should not shy away from carrying out complex data analysis to build a business case to support your product strategy and vision.
Apply our 4-D (Discover, Define, Design, Deliver) product development life cycle in your product area: You take a hands-on approach to product discovery, user research, data generation and analysis, backlog prioritisation and roadmap planning, you define product requirements and drive forward cross-teams solution design and delivery.
WE'D LOVE TO MEET YOU IF
Customer focus: You have strong customer and service orientation and always keep customer and user perspectives in mind.
Customer mindset: you have the ability to understand customer needs and turn them into remarkable products. You are experienced in conducting insights with user research and product discovery to provide the voice of the customer, creating the right stories that give our users what they need
Product methods & tools: you have a strong track record of envisioning, developing, and building successful platform and capability products, ideally in an online service marketplace or e-commerce environment. You are able to contribute to and explain a product strategy for your area. You have experience with user experience strategy and service journey design.
Multiple domains: you have experience in working closely with cross functional teams in Design, Engineering, and Data Science.
Cutting-edge Technology: You have an interest in and ideally already gained experience with AI-enabled products
Analytical Skills: You base your arguments on insights derived from qualitative and quantitative data.
Motivation: You are enthusiastic to work in a complex and highly dynamic domain with a variety of customer support processes. Ideally you have experience in process automation and how to build it into products.
Stakeholder Management: You have experience managing multiple stakeholders in a variety of business and tech roles and navigating yourself in a fast-paced tech environment with parallel product evolutions
Product Methodologies: You have proven experience in waterfall as well as in agile software development methodologies and are familiar with Scrum, Kanban or other lean software development workflows. You know how to define a product roadmap and have experience in working with stakeholders on delivering the expected business benefits.
You had significant exposure to planning and deploying technical products at scale or equivalent product leadership experience.
Visionary Mindset: You set a clear vision, smart goals and enable the team to drive towards those.
You lead with a customer-centric mindset, select the right solutions to focus on by making business-savvy decisions, and then move fast to successfully execute on your ideas.
You are able to apply repeatable best practice product methodologies in cross-functional teams incorporating working backwards from the customer, problem discovery, defining & designing solutions, and delivering agreed outcomes.
Experienced collaborating with state-of-the-art tools like JIRA, Miro or Figma
Communication and Team Spirit: Fluent in English. Our team is important to us and we are looking to have a great team player to join us who enjoys jointly celebrating the team’s successes.
ZALANDO BENEFITS
Career Development
We offer peer-to-peer performance reviews twice a year
Learn and develop through our extensive Zalando training platform
Join regular all-hands, team meetings, Q&A-sessions, and quarterly anonymous employee surveys to ask your questions and provide your feedback
Support from an international team of experts; mentoring and professional development opportunities
Wellbeing
2 days paid leave per year for volunteering
Minimum of 27 holiday days per calendar year
Online sports courses, wellbeing, and nutrition advice offered by Humanoo personal wellbeing coach app
Mental wellbeing support by our Employee Assistance Program and professional consultants to help you find health resources
Flexibility
Flexible working hours
Relocation assistance for internationals
Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration
Financial
Access to the employee shares program
40% shopping discount on products shipped and sold by Zalando, and 30% discount on Zalando Lounge
Discounts from a wide range of external partners
Family
Employee parents’ forums and employee resource group
Supported transition into and out of parental leave, with a buddy and re-onboarding plan
3 fully-paid child sick days per year
Free counselling, assistance, and referral service for all matters concerning yourself and your family via the Fürstenberg Institute
ABOUT ZALANDO
It’s the perfect time to join Zalando on our journey, from being a pioneer in the world of e-commerce, to the starting point for fashion in Europe. We connect customers, brands, and partners across 23 markets.
Help us drive digital and sustainable solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 46 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.
Our values: https://jobs.zalando.com/en/our-founding-mindset
do.More - our sustainability strategy: https://corporate.zalando.com/en/sustainability
Follow us on Instagram: instagram.com/insidezalando
Please note that all applications must be completed using the online form - we do not accept applications via email.
