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)
INCLUSIVE BY DESIGN
If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!
At Zalando, our vision is to be the leading European technology platform for fashion and lifestyle – one that thrives on diversity and is truly inclusive by design. We believe that diverse teams fuel innovation and creativity, and we actively seek out talent from all backgrounds.
We actively seek to reduce bias in our hiring and employment processes, focusing on your qualifications, skills, and contributions. To support this, we kindly ask that you refrain from including personal details such as your photo, age, or marital status in your CV, ensuring a fair and equitable evaluation based solely on your abilities and potential.
We are committed to providing an exceptional and accessible candidate experience for everyone. If you require any accommodations to support you throughout the hiring process, please let us know – we are here to assist you.
Discover more about our commitment to creating a diverse and inclusive workplace: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion
Skills Required
- Proven product analytics experience in large-scale e-commerce or product-led technology environments
- Experience evaluating customer and business impact for AI/ML features, conversational AI agents, or generative AI products
- Deep practical expertise in end-to-end A/B testing, including hypothesis design, metric sensitivity, statistical power calculations, and variance reduction
- Experience with modern experimentation platforms such as Eppo
- Hands-on experience applying causal inference and quasi-experimental methods, including Difference-in-Differences, Propensity Score Matching, or Synthetic Controls
- High proficiency in SQL and Python
- Hands-on experience with Databricks for advanced analytics and data visualization
- Comfort using modern AI developer tools to accelerate workflow delivery
- Exceptional ability to explain complex statistical concepts through compelling narratives that influence peers and senior leadership
Zalando Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zalando and has not been reviewed or approved by Zalando.
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Leave & Time Off Breadth — Paid time off includes a sizable annual allowance that can grow with tenure, plus additional paid days for volunteering. This breadth is highlighted as supportive of work–life balance.
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Wellbeing & Lifestyle Benefits — Mental health support, round‑the‑clock counseling for employees and households, and broad fitness/wellness access are emphasized as robust. Substantial product discounts and partner offers add meaningful lifestyle value.
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Parental & Family Support — Structured support around parental leave—such as buddy programs, re‑onboarding, and paid child sick days—helps ease family responsibilities. Flexible and part‑time leadership options further accommodate parents.
Zalando Insights
What We Do
Welcome to Zalando. Here’s some key info about us: Our position and vision: - We’re Europe’s leading online platform for fashion and lifestyle - Founded in Berlin in 2008, we bring head-to-toe fashion to more than 50 million active customers in 25 markets; offering clothes, footwear, accessories, and beauty - Our vision is to become The Starting Point For Fashion. Our offering: - Our assortment of international brands ranges from world-famous names to local labels - Our platform is a one-stop fashion destination for inspiration, innovation, and interaction - As Europe’s most fashionable tech company, we work hard to find digital solutions for every aspect of the fashion journey: for our customers, partners, and friends of our brand. - Our logistics network with 12 centrally located fulfillment centers allows us to efficiently serve our customers throughout Europe, supported by warehouses in Italy, France, Poland, and Sweden with a focus on local customer needs. Our beliefs: - Our ambition is to combine our passion for self-expression through fashion with our unwavering commitments to sustainability and D&I - We believe that our integration of fashion, operations, and online technology gives us the capability to deliver a compelling value proposition to both our customers and fashion brand partners.
