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Data Analyst - Voice of Customers (all genders)

Employer
Zalando
Location
Berlin
Closing date
15 Jul 2022

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Function
Operations
Level
Manager

Job Details

THE ROLE & THE TEAM
As a member of Zalando's cross-functional Customer Satisfaction Analytics team within Voice of Customers, you will be responsible to leverage customer satisfaction survey data to support our Digital Experience priorities. Your goal is to fully analyse and understand what drives customer satisfaction, then educate cross functional stakeholders about strategic opportunities to increase customer satisfaction and engagement. You will be responsible to continuously be the voice of the customers, support data-driven decisions and spread awareness in the company of compelling customer satisfaction insights.

The Voice of Customers is embedded in the Digital Experience organisation, but we serve the entire Fashion Store. We are a diverse international cross-functional team. Our unique mix of roles and capabilities - user research (quant & qual), data/business analytics, and business development (insights activation) - helps us create a holistic understanding of our customers. 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 behaviours.

Next to our daily business, we also take time as a team to celebrate our achievements, share our knowledge, and have fun together.
INCLUSIVE BY DESIGN
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: https://corporate.zalando.com/en/diversity-inclusion
Our employee resource groups: https://corporate.zalando.com/en/diversity-inclusion/our-employee-resource-groups
WHY YOU SHOULD BE INTERESTED
  • Monthly reporting of the Net Promoter Score and its related drivers in order to derive relevant insights and recommendations to the Management
  • Performing advanced deep dives on specific questions by applying statistical methods to survey data from different feedback sources and other business KPIs to support all functions in developing a frictionless customer experience
  • Consulting stakeholders regarding their ad-hoc analysis requests
  • Driving continuous improvement of the team's analytical landscape and methodology to maximise learnings and generate in depth analyses of our customers' feedback.
WE'D LOVE TO MEET YOU IF
  • University degree in mathematics, statistics, social studies, economics, or in a similar quantitative field
  • Proven track record of a minimum of 3 years in a highly analytical role, ideally in an e-commerce environment
  • Firm understanding of data science and statistical methods (e. g. inferential inference, quasi-experiments, machine learning models)
  • Strong analytical skills with the ability to extract meaningful insights from large and complex data sets
  • Solid programming skills in SQL as well as in either Python or R
  • Previous experience with data visualisation tools (e. g. Microstrategy, Tableau, PowerBI) is a plus
  • You concisely communicate the essence, conveying meaningful and relevant insights to analytical and non-analytical stakeholders alike.
  • Excellent verbal and written English skills


ZALANDO BENEFITS
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
  • 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

Flexibility
  • Flexible working hours
  • Relocation assistance available - subject to prior agreement
  • 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

Family
  • 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 counselling, assistance, and referral service for all matters concerning yourself and your family via the Fürstenberg Institute
ABOUT ZALANDO
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 49 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.

Our values: https://jobs.zalando.com/en/our-founding-mindset

do.More - our sustainability strategy: https://corporate.zalando.com/en/sustainability

Follow us on Instagram: instagram.com/insidezalando

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

Company

Zalando is Europe’s leading online platform for fashion and lifestyle. Founded in Berlin in 2008, we bring head-to-toe fashion to 35 million active customers in 17 markets, offering clothing, footwear, accessories and beauty from over 3,000 international brands.

Our platform is a one-stop fashion destination for inspiration, innovation and interaction. As Europe’s most fashionable tech company, we work hard to find digital solutions for every aspect of the fashion journey: for our customers, partners and every valuable player in the Zalando story.

Our goal is to become the starting point for fashion. We focus on the fashion industry and therefore operate in a variety of business areas.

  • Fashion Store
    Zalando online shops are tailored to local customers’ needs in 17 different European markets. The range extends from renowned global brands and fast fashion to local brands and is supplemented by our private labels.
     
  • Offprice
    The Offprice business of Zalando serves the sale of previous season’s assortments. As part of a shopping club, the Zalando Lounge offers registered members exclusive sales campaigns at discounted prices.
     
  • Zalando's Private Labels
    Zalando’s private label assortment includes shoes, clothing and accessories for women, men and children. With a total of six private labels, Zalando creates its own products, covering the entire value chain from design to sales.
     
  • Zalon
    Zalon is our style advice service, via which customers can consult and get inspiration from selected stylists regarding individualized purchases.
     
  • Zalando Marketing Services
    The entirety of Zalando’s expertise and scope is bundled in Zalando Marketing Services, which now offers personalized marketing solutions for our brand partners.
     
  • Zalando Fulfilment Solutions
    Zalando makes its own logistics capabilities available to external partners, so they do not have to be concerned with infrastructure issues but can concentrate fully on their core competence in the fashion business.
     
  • Zalando Partner Services
    Zalando helps other players in the industry to be successful in the digital world. For example, by connecting warehouse stocks with multiple retailers, by digitizing processes involved in fashion wholesale and by integrating offline businesses into our Zalando platform.


With a strong workforce of around 14,000 employees of over 130 different nationalities, Zalando unites diverse people, capabilities and concepts. Consolidating our effort and ideas scales our impact as an innovator in Fashion, Technology, Digital Marketing and Logistics Operations.

Company info
Website
Telephone
+49 (0)30 2759 4693
Location
Zalando SE
Valeska-Gert-Straße 5
Berlin
Germany
10243
Germany

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