User Research Manager (all genders) - Team Voice of Customers

03 Jan 2022
11 Mar 2022
As a member of Zalando's Voice of Customers team in Berlin, the insights you surface will shape the future of Zalando's customer experience. You ensure that bad ideas fail early - and you inspire colleagues to iterate good ideas into great solutions. For this, you will need to establish a research agenda, define project and product priorities and oversee all research efforts across products. In addition, you will consult researchers on the most suitable research methodologies for each context.

You will be leading a group of user researchers and carry full personnel and development responsibilities for them. For this you will engage with the individual researchers to keep each one healthy and happy, curious and open, thriving and growing in their career.

Zalando's product design teams employ an ever-evolving mix of traditional and cutting-edge user-centered methodologies, leveraging Lean UX practices, design thinking, as well as machine-learning and natural-language processing technologies. Researchers work closely with designers and product managers to build the right solutions. To be most effective, we build strong relationships with other internal teams. Together with market research, business intelligence, product analytics experts, and research scientists we ensure a holistic 360┬░ understanding of customer needs and behaviors.

Want to hear more from our management community? Emrah Saribaz, a Design Manager for Convenience, shares his 'How I got hired' story on our Medium blog. Head of Product Design for Sustainability, Ben Lowdon, wrote about finding ethical meaning in design at Zalando on our Medium blog.


At Zalando, our vision is to be the starting point for fashion - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you're great for this role, so please avoid including your picture, age, and marital status in your CV as well.

We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.

do.BETTER - our diversity & inclusion strategy:
Our employee resource groups:
As a User Research Manager, you will lead by example and raise the bar for impactful empathy.

Impact. Influence all steps of the product development cycle across multiple products. Structure the research lifecycle, build methodological competencies, and innovate our ways of working.

Insights. Provide great answers to great questions. Challenge the team in finding solutions for the right problems. Follow up to make sure insights are acted on. Spread insights out beyond the core stakeholders to fuel innovation.

Local empathy. Understand our users in all key markets so that Zalando products feel native to them.

Vision. Be the voice of the customer. Develop and defend a point of view and understanding about our users, in order to influence decisions at a strategic level.

Teaching. Coach, support, and give constructive feedback to your colleagues. Train and empower designers and product managers to do solid research themselves. Give back to the larger design community by writing and speaking about your successes and failures on our journey to making Zalando the premiere place in Europe to do groundbreaking user research.

Lead. Coach and lead your directs. Enable their growth through continuous feedback, high challenge and high support.
To land this job you will show and explain research artifacts from various stages of the product development process that illustrate your proven ability to deliver actionable user insights.

Planning. You shape the research agenda. You plan and execute a wide variety of studies independently - interviews, tests, surveys, workshops, etc. - across the entire product lifecycle.

Methodology. You know when to do what, - and why. You identify the key research questions, choose the best method, spot the right people to interview, lead interviews, and play a key role in synthesizing and communicating insights.

Prioritization. You balance high-quality research with short deadlines and highly iterative cycles.

Collaboration. You work in multidisciplinary international teams.

Communication. You communicate fluently in English and -- ideally -- at least one other European language.

Leadership. You have held the full spectrum of responsibility for leading people. You inspire and mentor junior and senior researchers.


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

  • 2 days paid leave per year for volunteering
  • Minimum of 27 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

  • Flexible working hours
  • Relocation assistance for internationals
  • If you work from an office in your role, a choice of office equipment to be delivered to you, to support you working from home due to COVID-19 safety

  • 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

  • Employee parents' forums and employee resource group
  • Supported transition into and out of parental leave, with a buddy and re-onboarding plan
  • 3 fully-paid child sick days per year
  • Free counseling, assistance, and referral service for all matters concerning yourself and your family via the F├╝rstenberg Institute
It's the perfect time to join Zalando on our journey, from being a pioneer in the world of e-commerce, to the starting point for fashion in Europe. We connect customers, brands, and partners across 23 markets.

Help us drive digital and sustainable solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 46 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.

Our values:

do.More - our sustainability strategy:

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Please note that all applications must be completed using the online form - we do not accept applications via email.

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