Job Description

You will join the Customer Experience Analytics team. Our main goal is to delve deep into the customer experience, revealing its hidden elements. We are part of the customer care organisation, putting us in a unique position to understand and detect customer issues better and faster than any other team. We empower various teams across the entire organisation to tackle the hidden opportunities that we discover, ensuring a continuously improving experience for our customers. In this role, you will leverage your expertise to contribute to the enhancement of our AI-based platform, focusing on building predictive capabilities that drive innovation and excellence in customer experience.

What you'll do

• Advanced Analytics and AI for Customer Experience: Leverage your expertise in anomaly detection, causal inference, and large language models to develop cutting-edge AI solutions that power Zalando's customer experience intelligence hub.
• Time Series Forecasting: Develop advanced models for anomaly detection and root cause analysis in time series data, enabling proactive identification and resolution of customer experience issues.
• Causal Inference and Customer Analytics: Apply causal inference techniques to uncover the root causes of defects and estimate their impact on customer lifetime value (CLV), enhancing data-driven decision-making.
• Cross-Functional Collaboration: Work closely with product managers, data analysts, and engineers, translating business requirements into scientific problems and delivering innovative solutions.

What we expect from you

• Time Series and Anomaly Detection: You have industry experience in time series forecasting and anomaly detection, with a proven track record of developing production-ready models.
• Causal Inference and Statistical Expertise: You possess a strong foundation in causal inference techniques and statistical knowledge, enabling you to conduct robust analyses and derive actionable insights.
• Coding Proficiency: You have excellent coding skills, with proficiency in Python, SQL and experience working with AWS services (e.g., Sagemaker, Bedrock).
• Problem-Solving and Analytical Skills: You excel at tackling complex technical challenges, possess strong analytical skills, and can devise efficient, scalable solutions.
• Collaboration and Communication: You thrive in a collaborative environment, effectively communicating complex technical concepts to non-technical stakeholders and working seamlessly with cross-functional teams.
• Generative AI Experience (Nice to Have): Experience with retrieval-augmented generation (RAG) for large language models, fine-tuning pre-trained open-source models, or integrating generative AI into products would be an advantage.

What we offer

Career Development

• We offer peer-to-peer performance reviews twice a year
• Learn and develop through our extensive Zalando training platform
• Join regular all-hands, team meetings, Q&A-sessions, and quarterly anonymous employee surveys to ask your questions and provide your feedback
• Support from an international team of experts; mentoring and professional development opportunities

Wellbeing

• 2 days paid leave per year for volunteering
• 25 holiday days per calendar year
• Online sports courses, wellbeing, and nutrition advice offered by Humanoo personal wellbeing coach app
• Mental wellbeing support by our Employee Assistance Program and professional consultants to help you find health resources

Flexibility

• Flexible working hours
• Relocation assistance available for internationals
• Home office equipment available for hybrid working, to support you working from home
• Hybrid working model with 60% remote per week
• Opportunity to work from abroad for 30 (working) days per calendar year

Financial

• Access to the employee shares program
• 40% shopping discount on products shipped and sold by Zalando, and 30% discount on Zalando Lounge
• Discounts from a wide range of external partners
• SBB Half Fare Travelcard
• Family
• 4 weeks paid paternity leave and 17 weeks paid maternity leave
• 3 fully-paid child sick days per year