THE ROLE & THE TEAM As a Senior Business Analyst Operations for People & Organisation (P&O) (all genders), you will be a key member of the People Experience Design team, guiding analytical projects and initiatives for our operational delivery units in P&O. Your primary mission is to empower operational P&O teams with the KPIs, data, insights, and dashboards needed to optimise efficiency and effectiveness, ensuring seamless and high-quality service delivery. As the trusted go-to person for operational performance, you help to drive operational excellence across our service delivery model through a data-driven approach. Join us and become part of a high-impact central team dedicated to operational excellence in P&O. You will thrive in a dynamic, data-driven environment where your expertise directly enhances P&O service delivery. Collaborating closely with senior stakeholders, you will contribute to strategic decision-making within our People Experience team. If you are passionate about leveraging data and analytics to drive operational efficiency in P&O, we’d love to hear from you! INCLUSIVE BY DESIGN If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles! At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce – one that thrives on diversity and is truly inclusive by design. We believe that diverse teams fuel innovation and creativity, and we actively seek out talent from all backgrounds. We actively seek to reduce bias in our hiring and employment processes, focusing on your qualifications, skills, and contributions. To support this, we kindly ask that you refrain from including personal details such as your photo, age, or marital status in your CV, ensuring a fair and equitable evaluation based solely on your abilities and potential. We are committed to providing an exceptional and accessible candidate experience for everyone. If you require any accommodations to support you throughout the hiring process, please let us know – we are here to assist you. Discover more about our commitment to creating a diverse and inclusive workplace: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion WHAT WE'D LOVE YOU TO DO (AND LOVE DOING) Stakeholder Leadership: Partner with, strategically guide and consult P&O service delivery teams, People Experience leadership, and cross-functional teams to lead on data and KPIs, implement operational best practices and create data-driven solutions. KPI and SLA Development & Management: Define, track, and report key performance indicators (KPIs) and service level agreements (SLAs) to measure the efficiency and effectiveness of P&O service delivery (e.g., response to inquiries and system-based tickets). Operational Performance Analytics & Insights: Develop and deliver data-driven insights to monitor and enhance the performance of P&O operations across all service delivery model tiers. Perform root cause analysis of operational performance issues for better backlog management. Dashboard Creation and Automation: Develop and provide digital dashboards and automated analytics in our P&O tools to enhance P&O service delivery. Service Delivery Optimisation: Identify opportunities to enhance the employee experience by leveraging data analytics. Training & Enablement: Provide guidance and training to operational P&O teams to improve data literacy and analytics capabilities. WE'D LOVE TO MEET YOU IF Bachelor's or Master’s degree in Business, HR, Data Analytics, or a related field. 7 years of experience in P&O (HR) operations or operations performance management in a fast-paced environment. Proven excellence in communication, influencing and collaboration skills and the ability to convey meaningful and relevant insights to analytical experts and non-expert stakeholders, both in written and visual form. Strong background and experience of working in service delivery models, ideally in P&O (HR). Excellent problem-solving and analytical skills with a strategic mindset. Strong experience in stakeholder management up to executive level. Proven ability to work with data analytics tools (e.g., Tableau, Microstrategy) and HR tools like Workday. Must-have: ServiceNow experience as a back-end user. Experience in building dashboards and reports in ServiceNow are a plus. OUR OFFER Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer. 27 days of holiday a year to start for full-time employees 2 paid volunteering days a year Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration Work from abroad for up to 30 working days a year Employee shares program 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners 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