Senior Product Analyst (all genders)

Zalando GmbH; Berlin; Hybrid; EUR 90,000 - 140,000; Full time

Benefits offered by this job

27 days holiday

Fashion discount

Pension

Employee shares

Wellbeing

Job summary

Zalando's Customer Care Tech team seeks a Senior Product Analyst to steer AI-driven product strategy and rigorous evaluation frameworks. You’ll shape metrics for non-deterministic AI systems and connect conversational intelligence to measured business impact.

You will lead end-to-end experimentation, translate results into executive-ready insights, and help standardize analytics workflows across Zalando’s organization.

Qualifications

• Experience in product analytics for AI/ML features
• Experience evaluating customer and business impact
• Experience in large-scale e-commerce environments
• Experience with observational/causal methods such as DiD, PSM, or synthetic controls

Responsibilities

• Define AI evaluation and product metrics.
• Design, execute, and evaluate high-stakes A/B tests.
• Turn hypotheses into testable research questions with quantitative evidence.
• Analyze user trajectories to diagnose friction points and identify automation opportunities.
• Translate complex analyses into clear executive narratives and actionable recommendations.
• Elevate analytics standards by standardizing workflows and mentoring peers.

Skills

SQL

Python

Experimentation

A/B testing

Causal inference

Storytelling

Tools

Databricks

Eppo

AI tools

Job description

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.
• 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.

About Zalando

Founded in Berlin in 2008, Zalando is the leading European technology platform for fashion and lifestyle. Connecting 62 million active customers with more than 7,000 brands across 29 markets, our operations are built on a unique AI-powered data and infrastructure platform. For our customers, our multi-app approach - comprising Zalando, ABOUT YOU, and Lounge by Zalando - delivers an inspiring, highly personalized shopping experience, serving different customers with different needs. For our partners, we are building the operating system for e-commerce. Through ZEOS, Tradebyte, and SCAYLE, we open our logistics, software, and service capabilities to brands and retailers, enabling them to seamlessly scale their businesses across borders.