THE ROLE & THE TEAM

As a Service Optimisation Expert, you will be at the forefront of innovation within our Customer Care (CuCa) organization. You’ll join a specialist team focused on enhancing our services and customer solutions by rigorously testing, piloting, and maturing new initiatives across all markets, channels, and propositions. Your work will directly contribute to improving our AI capabilities through activities like sentiment monitoring and data labeling, and you’ll play a key role in scaling Customer Care related Zalando Group-wide solutions. This role requires a proactive and adaptable individual who thrives on exploring uncharted territory, sometimes working beyond established processes to achieve groundbreaking results. While primarily project-focused, you’ll maintain a strong connection to our customers through regular direct contact and service benchmarking. You will collaborate closely with diverse stakeholders including CX Content, CuCa Tech & Analytics, Innovation & Integration teams, various Project Managers, and CXM.

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

• Pioneer New Solutions: Lead and support the testing, trialing, and piloting of new customer services, processes, and cutting-edge solutions across all CuCa touchpoints, which includes hands-on customer contact handling during these exploratory phases.
• Enhance AI Capabilities: Actively contribute to the evolution of our AI solutions by performing vital content-related tasks, such as monitoring live sentiment analysis and meticulously labeling data for machine learning model development.
• Scale for Impact: Support the execution and maturation of Customer Care related Zalando Group solutions, preparing them for broader scaling. This may involve navigating customer interactions and scenarios that fall outside clearly defined guidelines and processes, requiring your expert judgment.
• Stay Customer-Connected: Engage in regular direct customer contact to maintain a deep understanding of their needs and experiences, ensuring our Optimisation efforts remain truly customer-centric.
• Benchmark for Excellence: Conduct occasional service benchmarking activities to identify industry best practices, emerging trends, and opportunities for Zalando to lead and innovate.
• Drive Quality Insights: Perform targeted quality assessments as driven by business needs, providing valuable insights to refine processes and improve service delivery.