THE ROLE & THE TEAM
Serving over 50 million active customers across Europe, Customer Care at Zalando is undergoing an AI-first transformation. We are shifting from reactive support to proactive, personalized experiences powered by state-of-the-art agentic architectures and LLM-driven applications.
In Customer Care Tech, we build intelligent applications and scalable infrastructure powering millions of customer touchpoints and supporting thousands of customer care specialists. As a Senior Product Analyst, you will be the analytical engine behind our AI product strategy. You will pioneer how we evaluate non-deterministic AI systems, establish rigorous experimentation frameworks, and connect conversational intelligence directly to business impact and customer trust.
WHAT WE'D LOVE YOU TO DO (AND LOVE DOING)
•Define AI Evaluation & Product Metrics: Partner closely with Product Managers and Applied Scientists to establish measurement frameworks for AI-driven customer journeys, balancing automated resolution quality and accuracy against business KPIs.
•Champion Scientific Experimentation: Design, execute, and evaluate high-stakes A/B tests across complex user flows. Where randomized control trials are unfeasible, apply robust quasi-experimental and causal inference methods to verify true incremental impact.
•Turn Ambiguity into Testable Hypotheses: Translate open-ended product proposals and business opportunities into refutable research questions, using quantitative evidence to constructively challenge and steer product roadmaps.
•Uncover End-to-End Behavioral Trends: Analyze user trajectories across customer care products to diagnose friction points, uncover causal drivers of customer satisfaction, and identify high-value automation opportunities.
•Influence Strategy & Democratize Insights: Serve as a strategic advisor to Senior Leadership by translating complex statistical analyses into clear, executive-level narratives and actionable recommendations.
•Elevate Analytics Standards: Proactively engage with Zalando's broader Analytics Community by establishing experimentation best practices, standardizing reusable analytical workflows, and mentoring peers.
WE'D LOVE TO MEET YOU IF
•Product Analytics Track Record: A proven track record in product analytics within large-scale e-commerce or product-led tech environments, with demonstrated success in evaluating customer and business impact for AI/ML-driven features, conversational AI agents, or generative AI products.
•Experimentation Mastery: Deep practical expertise in end-to-end A/B testing—including hypothesis design, metric sensitivity, statistical power calculations, variance reduction - and working with modern experimentation platforms, such as Eppo.
•Causal Inference Expertise: Hands-on experience applying observational and quasi-experimental methods (such as Difference-in-Differences, Propensity Score Matching, or Synthetic Controls) when randomized controlled trials are impractical or unfeasible.
•Advanced Technical Skills: High proficiency in SQL and Python, hands-on experience with Databricks for advanced analytics and data visualization, paired with comfort using modern AI developer tools to accelerate workflow delivery.
•Executive Storytelling: Exceptional ability to synthesize complex statistical concepts into compelling, high-signal narratives that influence cross-functional peers and senior leadership.
OUR OFFER
Zalando provides a range of benefits, here's an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
•27 days of holiday a year to start for full-time employees (+1 day for every calendar year up to 30 days)
•40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
•Family support, including counseling and dedicated services for parents and carers
•Company pension scheme
•Employee shares programme
•Health and wellbeing options, including Wellhub
•Mental health support and coaching
•Development through our training platform and biannual peer-to-peer review
•2 paid volunteering days a year
•Relocation assistance (subject to prior agreement)
