Senior Product Designer - Customer Care (all genders)

23 Nov 2022
08 Jan 2023
The Zalando Community of Practice brings together over 190+ product designers, each with their own unique mix of skills (Strategy, UX, UI, Service Design and specialty skills like motion design, branding, creative technology and typography).

We combine empathy, science and creativity to make engaging and joyful user experiences to ultimately reimagine fashion. To us, fashion is a way to enable people to connect and to bring them together, to express themselves, to create change and facilitate diversity.

Would you like to hear more from our Product Design community? Kaan Lutfi Caglar, a Principal Product Designer, shared his working day in our ongoing series on the 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:
We're looking for a Senior Product Designer to work with the Customer Fulfillment Product Design team on Customer Care projects:
  • As a Senior Product Designer, you will collaborate closely with your Product and Engineering counterparts to own and drive various Customer Care design initiatives.
  • Together with your team you will envision the next level of supporting customers and partners who reach out to Zalando for answers or support
  • You will assist with product development throughout all four stages of the double-diamond, from discovery to delivery. You will specifically contribute to the design of customer self-help (think: FAQs, Chatbot, etc.) and tools for our internal business and support teams.
  • Your work will be versatile: You will conduct user research, initiate and lead workshops, build prototypes, and deliver pixel-perfect designs. Throughout the process, you will be able to consult with a sparring partner, seek assistance from an expert, and reach out to the larger design and research community for support.

To drive these initiatives, you will have direct exposure towards our customers, partners and internal business stakeholders as users of these products. You will bring experience in B2C/B2B, Service and UX Design and, ideally, some knowledge of Customer Care processes and tools.
  • Discovery: You have a solid background in qualitative and quantitative user research and are able to assess when to use which method. You'll collaboratively plan and conduct user research, compile and interpret quantitative and qualitative data, and help your product team to assess whether the problem is worth solving. You are able to help UX design colleagues, analysts, engineers, and product managers build a credible and motivating foundation of customer insights for a defined problem area.
  • Product Definition: Working closely with PMs, you contribute texts, high-level visuals (e.g. storyboards), press releases, and other problem definition communications. You define holistic customer journeys that PMs and other designers draw from.
  • Solution Design: You generate multiple solutions to complex problems and evaluate which one to follow further. You ensure technical feasibility of designs and leverage technology to improve experiences. Your solutions are scalable.
  • Delivery: You scope and define deliverables and ensure developers have everything they need to build the designed solution. You ensure a remarkable quality of what goes live.
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 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

  • 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 counselling, 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 49 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.

Our values:

do.More - our sustainability strategy:

Follow us on Instagram:

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

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