THIS INVOLVES:

Building cutting-edge technology: Creating systems for self-service (chat, voice) and tools for specialists, leveraging AI/LLMs and automation.
Impactful contributions: Directly improving customer satisfaction (CSAT, NPS), operational efficiency, and Zalando’s brand reputation, leading to business growth and customer retention.
Technical expertise: Working with AI/LLM providers, cloud platforms, data processing tools, and ML frameworks to build scalable solutions.
Collaboration: Partnering with product and project management to understand customer needs and deliver effective solutions, and contributing to the broader Zalando Applied Science community.
Mentorship and growth: Fostering a supportive team environment, prioritizing knowledge sharing, and offering career development opportunities within technical, leadership, or product tracks.
Visibility: Work is highly visible to leadership, with opportunities for continuous learning and career advancement.

THE ROLE & THE TEAM

A Principal Applied Scientist in Zalando’s Customer Care Technology team focuses on developing and deploying AI, LLM, and automation solutions to enhance customer experience and support customer care specialists.

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

Focusing on AI/ML innovation, particularly using Large Language Models (LLMs), to improve customer satisfaction and efficiency. Their daily tasks likely involve:
Technical Leadership: Guiding the team’s AI/ML strategy for customer care, including research, development, and implementation of new solutions.
Collaboration: Working closely with stakeholders (e.g., product managers, engineers, customer care teams) to understand needs and translate them into technical solutions.
Innovation: Exploring and applying cutting-edge AI/ML techniques, especially LLMs, to address real-world customer care challenges. This includes developing next-generation self-service and agent-assisted tools.
Development: Building and deploying AI/ML models at scale, ensuring they are robust and performant.
Impact: Directly contributing to key metrics like customer satisfaction and cost efficiency, impacting Zalando’s bottom line.
Research & External Contribution: Staying up-to-date with the latest advancements in AI/ML, particularly in NLP and customer care, and potentially contributing to the field through publications or open-source projects.
Mentorship/Guidance: Leading and mentoring other scientists and engineers on the team.