THE ROLE & THE TEAM

Zalando serves over 50 million active customers, and our Customer Care team is on a transformation journey. We are leveraging state-of-the-art data and AI strategies to move beyond reactive support to proactive, personalised, and even predictive customer experiences.
As the Head of Agentic AI, Data & Analytics for Customer Care, you will be the visionary and hands-on leader shaping and driving our data and AI strategy. You will lead a high-performing organization of data scientists, analysts, and engineers, defining the long-term vision for data within Customer Care. You’ll thrive at the intersection of strategy, technology, and leadership, creating significant business value by disrupting the way we work and bringing state-of-the-art solutions to our customers.
Find out more about our Data & Analytics teams: http://engineering.zalando.com/tags/data-analytics.html

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• You’ll lead with vision by defining and owning the data, analytics, and AI strategy for Customer Care, taking a hands-on approach to shaping architecture, tooling, and analytical direction.
• You’ll build and mentor high-performing, cross-functional teams of data engineers, applied scientists, and analysts, fostering an inclusive and collaborative culture.
• You’ll drive business impact with a product mindset, championing a customer-focused approach to design and deliver data solutions aligned with business needs.
• You’ll drive innovation by leveraging the latest data and AI advancements to solve complex problems and strategically evaluate “build vs. buy” options for new technologies.
• You’ll ensure technical excellence by maintaining high-level technical discussions with your experts and continuously raising the technical bar for the team.
• You’ll act as a strong communicator, translating complex technical topics for non-technical audiences and advocating for data needs across the organization.