Service Optimization Expert | Service Optimisation Expert (All Genders)

Job Summary

As a Service Optimization Expert, you will be a key innovator within the Customer Care (CuCa) organization, focusing on enhancing customer services and solutions. Your day-to-day will involve rigorously testing, piloting, and maturing new initiatives across various markets and channels, directly impacting AI capabilities through sentiment monitoring and data labeling. You'll also be instrumental in scaling Customer Care solutions across the Zalando Group. This role demands a proactive and adaptable individual comfortable with exploring uncharted territory, often working beyond established processes to achieve groundbreaking results. You will maintain a strong connection to customers through direct contact and service benchmarking, collaborating closely with diverse stakeholders including CX Content, CuCa Tech & Analytics, and Innovation & Integration teams. This position offers the opportunity to drive significant improvements in customer experience and AI integration within a dynamic, large-scale B2C environment.