CrawlJobs Logo
Zalando Sverige Logo Zalando Sverige · Customer Service

Service Optimisation Expert

Germany, Berlin · Job Posted January 22, 2026
Apply Position
Job Link Share

Job Description

As a Service Optimisation Expert, you will be at the forefront of innovation within our Customer Care (CuCa) organization. You'll join a specialist team focused on enhancing our services and customer solutions by rigorously testing, piloting, and maturing new initiatives across all markets, channels, and propositions. Your work will directly contribute to improving our AI capabilities through activities like sentiment monitoring and data labeling, and you'll play a key role in scaling Customer Care related Zalando Group-wide solutions. This role requires a proactive and adaptable individual who thrives on exploring uncharted territory, sometimes working beyond established processes to achieve groundbreaking results. While primarily project-focused, you'll maintain a strong connection to our customers through regular direct contact and service benchmarking. You will collaborate closely with diverse stakeholders including CX Content, CuCa Tech & Analytics, Innovation & Integration teams, various Project Managers, and CXM.

Job Responsibility

  • Lead and support the testing, trialing, and piloting of new customer services, processes, and cutting-edge solutions across all CuCa touchpoints, which includes hands-on customer contact handling during these exploratory phases
  • Actively contribute to the evolution of our AI solutions by performing vital content-related tasks, such as monitoring live sentiment analysis and meticulously labeling data for machine learning model development
  • Support the execution and maturation of Customer Care related Zalando Group solutions, preparing them for broader scaling
  • Engage in regular direct customer contact to maintain a deep understanding of their needs and experiences
  • Conduct occasional service benchmarking activities to identify industry best practices, emerging trends, and opportunities for Zalando to lead and innovate
  • Perform targeted quality assessments as driven by business needs, providing valuable insights to refine processes and improve service delivery

Requirements

  • Minimum of 2 years of hands-on experience in customer service or handling customer escalations
  • Experience within Zalando or a comparable dynamic, large-scale B2C environment
  • Strong knowledge of Customer Care processes and technologies
  • Deep familiarity with Zalando's CuCa ecosystem is a significant advantage
  • Proven ability to critically evaluate and challenge new and existing processes
  • Passion for actively participating in and driving process improvements
  • Knack for thinking creatively and the confidence to suggest and implement solutions that may extend beyond current guidelines
  • Strong decision-making capabilities, particularly when faced with ambiguity or novel situations
  • Ability to swiftly adapt to changing projects, diverse tasks, and evolving priorities
  • Familiarity with Six Sigma or similar continuous improvement methodologies is a strong plus
  • Data-driven approach to identifying inefficiencies, optimizing processes, and ensuring sustainable, high-quality outcomes
  • Demonstrable knowledge and practical expertise in supporting the implementation, testing, and rollout of new customer-facing solutions and technologies
  • Very good stakeholder management and communication skills
  • Business proficiency in English is mandatory
  • Proficiency in at least one other market language is required
  • Proficiency in two other market languages would be highly advantageous

Nice to have

  • Familiarity with Six Sigma or similar continuous improvement methodologies
  • Proficiency in two other market languages

What we offer

  • Employee shares program
  • 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
  • 2 paid volunteering days a year
  • Work from abroad for up to 30 working days a year
  • 27 days of vacation a year to start for full-time employees
  • Relocation assistance available (subject to prior agreement)
  • Family services, including counseling and support
  • Health and wellbeing options (including Wellhub, formerly Gympass)
  • Mental health support and coaching available
  • Drive your development through our training platform and biannual peer-to-peer review
Zalando Sverige - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Service Optimisation Expert

8 matching positions

Service Optimisation Expert

As a Service Optimisation Expert, you will be at the forefront of innovation wit...
Location
Location
Germany , Berlin
Salary
Salary:
Not provided
zalando-lounge.de Logo
Zalando Lounge
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum of 2 years of hands-on experience in customer service or handling customer escalations
  • Experience within Zalando or a comparable dynamic, large-scale B2C environment
  • Strong knowledge of Customer Care processes and technologies
  • Deep familiarity with Zalando's CuCa ecosystem is a significant advantage
  • Proven ability to critically evaluate and challenge new and existing processes
  • Passion for actively participating in and driving process improvements
  • Knack for thinking creatively and the confidence to suggest and implement solutions that may extend beyond current guidelines
  • Strong decision-making capabilities, particularly when faced with ambiguity or novel situations during pilots and tests
  • Ability to swiftly adapt to changing projects, diverse tasks, and evolving priorities in a fast-paced, innovative environment
  • Familiarity with Six Sigma or similar continuous improvement methodologies is a strong plus
Job Responsibility
Job Responsibility
  • Lead and support the testing, trialing, and piloting of new customer services, processes, and cutting-edge solutions across all CuCa touchpoints, which includes hands-on customer contact handling during these exploratory phases
  • Actively contribute to the evolution of our AI solutions by performing vital content-related tasks, such as monitoring live sentiment analysis and meticulously labeling data for machine learning model development
  • Support the execution and maturation of Customer Care related Zalando Group solutions, preparing them for broader scaling
  • Engage in regular direct customer contact to maintain a deep understanding of their needs and experiences
  • Conduct occasional service benchmarking activities to identify industry best practices, emerging trends, and opportunities for Zalando to lead and innovate
  • Perform targeted quality assessments as driven by business needs, providing valuable insights to refine processes and improve service delivery
What we offer
What we offer
  • Employee shares program
  • 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
  • 2 paid volunteering days a year
  • Work from abroad for up to 30 working days a year
  • 27 days of vacation a year to start for full-time employees
  • Relocation assistance available (subject to prior agreement)
  • Family services, including counseling and support
  • Health and wellbeing options (including Wellhub, formerly Gympass)
  • Mental health support and coaching available
  • Drive your development through our training platform and biannual peer-to-peer review
  • Fulltime
Read More
Arrow Right

Senior FLM Service Expert

At Vantage Towers, we’re on a mission to power Europe’s sustainable digital tran...
Location
Location
Portugal , Lisboa
Salary
Salary:
Not provided
vodafone.com Logo
Vodafone
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • At least 5 years experience in O&M Domain, notably in Tower Co
  • Relevant experience in optimisation of infrastructure related processes
  • Relevant experience in change management for the adoption to a new way of working in the local markets and their suppliers
  • Broad and comprehensive understanding of theories and practices about infrastructure operations and maintenance
  • Strong relations with internal and external partners to support infrastructure operations and maintenance
  • Strong communication, interpersonal and negotiation skills
  • Strategic mentality, analytical and conceptual skills, and ability to work in a team
  • Ability to lead and manage cross-functional teams
  • Successfully completed university studies with a Bachelor or Master Degree of Telecommunications Engineering or similar education
  • Fluency in English is mandatory (C1 according to CEFR)
Job Responsibility
Job Responsibility
  • Develop and implement harmonized operational processes across all local markets in close collaboration with stakeholders
  • Act as the Process Owner within TopCo and drive adoption in local markets and vendors leveraging on the Process Governance Framework. Define requirements for VT OSS Systems to digitalize and automate harmonized processes
  • Leverage Vantage Towers’ IT architecture and technology capabilities to optimize efficiency: Identifiy preferred infrastructure suppliers (e.g., field service and maintenance providers). Develop and implement strategic blueprints for supplier engagement and vendor selection in partnership with local markets and supports related procurement initiatives accordingly
  • Develop and operationalize resilience and BCM strategies within FLM domain in alignment with the Crisis Management team
  • Drive Operational Readiness in FLM domain for new products and services, including Data Governance Framework and Control
  • Develop and rollout of a Governance & Performance Review structure (incl. Reports) for FLM suppliers in the local markets. Lead Governance Meetings
  • Influence on FLM vendors and LMs capacity management and governance to optimize the resource allocation and cost efficiency
  • Lead and collaborate on global projects, ensuring alignment between central departments and local markets
What we offer
What we offer
  • Meal Allowance: Delivered on Pluxee card - €10.20/day
  • Full Health Insurance: For employees and co-payment for family members
  • Life Insurance
  • 7 extra vacation days: 4 flexible, plus 3 fixed — 1 on Carnival, 1 on Christmas, and half a day on Easter and New Year's.
  • Parking Slot
Read More
Arrow Right

RAN Optimization Expert

We are seeking an experienced RAN Optimisation Expert to drive radio network per...
Location
Location
Egypt , Giza
Salary
Salary:
Not provided
vodafone.com Logo
Vodafone
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Degree-qualified in Electrical, Communications, or Electronic Engineering
  • Extensive experience (typically 8+ years) in radio planning and optimisation
  • Strong hands-on expertise across 2G, 3G, 4G, and 5G technologies
  • Experienced in analysing KPIs, traces, field measurements, and crowdsourced data
  • Comfortable working with optimisation tools and reporting platforms (e.g. TEMS, MS Office)
  • Experienced in capacity management, traffic steering, feature trials, and vendor swap activities
  • Confident communicator with strong stakeholder, presentation, and reporting skills
  • Able to provide technical leadership and collaborate across diverse teams
Job Responsibility
Job Responsibility
  • Monitor, troubleshoot, and optimise radio network performance across a defined area using system KPIs, field measurements, and crowdsourced data
  • Identify and resolve worst-cell and accessibility, retainability, and throughput issues
  • Conduct radio optimisation audits covering parameters, neighbours, licences, and hardware configurations
  • Propose and assess optimisation actions, including physical and software-based solutions
  • Lead utilisation and capacity studies across radio resources, interfaces, and signalling channels
  • Support multi-carrier strategies and multi-RAT interoperability for circuit-switched and packet-switched services
  • Evaluate new software releases and features, including trials and parameter assessments
  • Support customer complaint resolution and prepare networks for special events
  • Contribute to global audits and regional studies to maintain consistent network performance
  • Share knowledge, mentor less-experienced colleagues, and contribute to team technical development
What we offer
What we offer
  • Opportunity to work on advanced radio technologies, including large-scale 5G networks
  • Exposure to regional and global optimisation programmes and audits
  • A collaborative environment that values learning, knowledge-sharing, and technical excellence
  • The chance to influence network strategy and customer experience at scale
  • Career development within a global technology organisation
  • Fulltime
Read More
Arrow Right
New

Collateral Optimisation Vice President

Collateral Optimization Operations in Markets Operations is a growing team estab...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • BA/BS degree preferred
  • Prior experience in the following: Collateral and Margin Management, Equities or Fixed Income Trade Management, Futures and Clearing Operations, Funding, Liquidity & Inventory Management, Securities Settlements with a strong appreciation of products, practices, risks, and regulations, preferably at large financial services firm
  • Demonstrates sound judgement, with a strong risk management and a control mindset
  • Evidence of operating and delivering in large successful change programs in fast paced, large global financial services firms
  • Innovative, energetic, collaborative, proactive and influential
  • a leader who can positively and productively provide a positive impact through both strategic and tactical delivery
  • Results orientated
  • Strong communicator who is both articulate and concise
  • Demonstrates success interacting with senior leaders across revenue and non-revenue functions
  • Able communicate in precise technical detail when required
Job Responsibility
Job Responsibility
  • Development of new function: Ensure processes are well designed and implemented, with sound governance, procedures, workflows, and controls. Work with partners and leadership to develop new operating model
  • Manage and execute daily optimization processes: Ensuring tasks are performed, risks are transparent, controlled, and mitigated
  • Drive key transformation initiatives: Lead & deliver key capability enhancements driving risk reduction, cost reduction, client service & revenue opportunities
  • Key Operations point of contact: Operate as expert and facilitator for businesses engaging in collateral, funding and liquidity activities across entities and regions. Acting as a collaborator across divisions
  • Robust Control Environment: Identify trends, synergies and weaknesses across products, regions and teams. Recommending and implementing control enhancements. Drive best practices and strong risk governance
  • People & Culture Agenda: Champion diversity and inclusion, supporting a work environment that allows our People to thrive and excel
  • Promote a culture of continuous improvement, cultivating a robust service and control environment
  • Coaching and Mentoring: Develop our talent, support their growth
What we offer
What we offer
  • Discover the top benefits offered to our global workforce, designed to support your well-being, growth and work-life balance
  • Fulltime
Read More
Arrow Right
New

Senior Marketing Manager - Financial Services, Life Sciences, and Public Services

This is an exciting opportunity for a versatile and proactive marketing manager ...
Location
Location
Denmark , Copenhagen
Salary
Salary:
Not provided
paconsulting.com Logo
PA Consulting
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum 4 - 6 years’ experience in B2B marketing within professional services, consulting, or a related sector
  • Strong experience delivering integrated campaigns across digital, events, PR and content
  • Proactive, highly organised, detail‑oriented, and able to manage multiple deadlines while working collaboratively
  • Strong team player with the ability to build relationships across all levels
  • Creative and analytical approach, with interest in testing new ideas and improving performance
  • Excellent stakeholder management skills and confidence working across multiple teams and seniority levels
  • Fluent in Danish and English, both written and spoken
Job Responsibility
Job Responsibility
  • Contribute to the development of global sector marketing strategies by sharing insights from local business priorities, client needs, and key relationships
  • Identify and shape sector‑specific marketing opportunities across Financial Services, Life Sciences, and Public Services, translating global priorities into impactful regional plans
  • Localise and execute integrated campaigns across events, digital channels, PR, social media, and partnerships - ensuring global messaging resonates with Nordics audiences
  • Shape and adapt compelling points of view with sector experts to ensure relevance in the Nordics market
  • Support the creation of buyer journeys and campaign workflows tailored to Nordics audiences
  • Collaborate with digital and content teams to develop and activate compelling sector-led and regionally relevant content across web, social, email and paid channels
  • Strengthen PA’s brand presence across Denmark, Norway and Sweden
  • Build and execute visibility strategies for key leaders in the region
  • Act as a trusted marketing advisor to sector leaders and regional stakeholders
  • Manage marketing budgets, reporting and KPIs for campaign activity
What we offer
What we offer
  • A people-first culture
  • A strong sense of team
  • An inspiring workspace in Nordhavn
  • Room to grow and shape your role
  • A culture of curiosity and learning
  • Fulltime
Read More
Arrow Right
New

Technical Specialist (Plasma Support)

We are seeking a motivated and collaborative individual to join our team as a Te...
Location
Location
United Kingdom , Manchester
Salary
Salary:
37694.00 - 46049.00 GBP / Year
manchester.ac.uk Logo
The University of Manchester
Expiration Date
June 29, 2026
Flip Icon
Requirements
Requirements
  • Proven experience managing dry etching and deposition facilities in a cleanroom environment
  • Strong expertise in micro- and nanofabrication techniques such as photolithography, e-beam lithography, wet processing and thin-film deposition
  • Practical experience with relevant characterisation techniques (e.g. SEM, AFM, ellipsometry or related methods)
  • Ability to troubleshoot complex technical issues and deliver a high-quality, customer-focused service
  • Excellent communication, organisational and problem-solving skills, with the ability to work independently and collaboratively
Job Responsibility
Job Responsibility
  • Acting as the main point of contact for dry etching and deposition facilities, including ICP, RIE, ALD and CVD systems
  • Maintaining, operating, repairing and training users on cleanroom and associated bench-top equipment
  • Providing expert advice, guidance and training to staff, students and external users in micro- and nanofabrication techniques
  • Supporting the development and optimisation of novel cleanroom processes and ensuring they are documented and accessible
  • Ensuring high standards of health and safety, compliance and service delivery within your area of specialism
What we offer
What we offer
  • Generous employer pension contribution
  • 29 days annual leave plus bank holidays, along with Christmas closure
  • Access to extensive training, development and career progression opportunities
  • Fulltime
Read More
Arrow Right
New

Technical Product Manager

The Product Manager in Customer Fulfilment Automation will have the opportunity ...
Location
Location
United Kingdom , City of London
Salary
Salary:
Not provided
parserdigital.com Logo
Parser Limited
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven experience building warehouse or logistics solutions (WMS or WES) for warehouses or retail fulfilment centres, integrating applications with robotics, conveyors, IoT, and AI, and defining warehouse operations using standard workflows (decant, goods-to-person picking, consolidation, marshalling)
  • Hands-on experience conducting product discoveries to map service design blueprints and working with UX/Design Research teams to define user flows and wireframes
  • Strong understanding of API and backend systems (data storage, movement, and security within complex distributed systems), plus knowledge of software development methodologies
  • Expert implementation of agile methodologies in fast-paced environments, with hands-on experience using JIRA, MIRO, Confluence, and Aha
  • Skilled in utilizing quantitative/qualitative data and gaining insights to inform product decisions
  • Understanding of business fundamentals (commercial drivers, business metrics, performance indicators) and active engagement in market research
  • Methodical, analytical approach to complex problem-solving
  • excellent written, verbal, presentation, and persuasion skills
  • and a collaborative, value-centric working style
Job Responsibility
Job Responsibility
  • Drive product strategy for customer fulfilment automation solutions and create product roadmaps to secure stakeholder buy-in
  • Lead product discovery initiatives to identify user needs, map service design blueprints, identify user personas, and define Jobs-to-be-done frameworks
  • Prioritise capabilities and tasks while managing SCRUM team backlogs effectively
  • Collaborate with Business Operations and cross-functional stakeholders to optimise fulfilment processes
  • Work with third-party vendors to define and implement automation capabilities while evaluating market solutions to drive product-led transformation
  • Ensure products meet high standards for resiliency, security, reliability, and observability
  • Conduct market research and leverage insights to shape product vision and strategic direction
  • Support and mentor junior team members and graduates
What we offer
What we offer
  • The chance to join an organization with triple-digit growth that is changing the paradigm on how software products are built
  • The opportunity to be part of an amazing, multicultural community of tech experts
  • A highly competitive compensation package
  • A flexible and hybrid working environment
  • Medical insurance
  • Fulltime
Read More
Arrow Right
New

Senior SEO Content Strategist

At Valtech, we help the world's most ambitious brands lead with experience innov...
Location
Location
Poland
Salary
Salary:
Not provided
valtech.com Logo
Valtech
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 4+ years in SEO content strategy, ideally in B2B or professional services
  • Proven track record of growing organic traffic and improving keyword rankings at scale
  • Strong writing skills — you can make complex ideas clear and compelling
  • Proficiency with SEMrush, Ahrefs, Google Search Console, Screaming Frog and GA4
  • Solid grasp of technical SEO fundamentals and the ability to work with developers to implement recommendations
  • Experience briefing and commissioning content from writers, designers and subject matter experts
  • Comfort with data storytelling and performance reporting for senior stakeholders
  • Experience navigating complex, matrixed, global organisations
Job Responsibility
Job Responsibility
  • Own organic content performance
  • Develop and execute a global SEO content strategy aligned to Valtech's positioning
  • Conduct keyword research and competitive analysis to identify content gaps and topic clusters
  • Partner with regional marketing teams to ensure global strategy translates into locally relevant execution
  • Brief and develop long-form content — thought leadership, guides, case study landing pages and pillar pages
  • Work with subject matter experts, practice leads and leadership to surface Valtech's most distinctive thinking
  • Guard Valtech's brand voice across all content you commission
  • Track and report on organic traffic, keyword rankings, content engagement and conversion performance
  • Conduct regular content audits and prioritise a refresh backlog
  • Stay ahead of algorithm changes, AI-driven search trends and LLM-optimised content (LLMO) best practices
What we offer
What we offer
  • 26 working days of paid vacation
  • National holidays covered
  • Sick leave (up to 20/year)
  • Unpaid leave (up to 20/year)
  • Medical insurance
  • Multisport card OR Multikafeteria
  • Maternity & paternity leave support
  • Internal workshops & learning initiatives
  • Professional certifications reimbursement
  • Participation in professional local & global communities
Read More
Arrow Right