THE ROLE & THE TEAM At Zalando, we are dedicated to providing seamless and exceptional experiences for our customers. Customer Care is at the forefront of this mission, ensuring that every interaction is positive and effective. Our teams build and operate systems that resolve customer queries, provide proactive support, and gather crucial feedback to continuously improve our services and products. At Zalando and in Customer Care, we are committed to providing equal opportunities for career advancement and promotions to all employees, following our inclusiveness principles. We welcome applications for both full-time and part-time positions, as we believe in providing flexible work options to support our employees' diverse needs. As a Principal Product Designer within the Customer Care domain, and as part of the Fulfillment Product Design Team, you will collaborate closely with the Customer Care Tech Team to shape the future of customer interactions at Zalando. Your work will involve integrating self-service experiences and advanced technological solutions to enhance our customer care processes. Together with the product team, you will contribute to developing a comprehensive vision for customer care at Zalando. This role is based in Berlin. You’ll find our Berlin campus and HQ in the vibrant area of Friedrichshain. With amazing views of the Spree river and East Side Gallery, it’s a campus designed to inspire. Berlin is the city that has shaped our business. Are you up for a new experience in one of the most vibrant, diverse, and green cities in Europe? INCLUSIVE BY DESIGN At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce - 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://jobs.zalando.com/en/our-culture/diversity-and-inclusion WHAT WE’D LOVE YOU TO DO (AND LOVE DOING) Develop and champion the UX vision for Customer Care, influencing the strategic direction of product development. For this you will collaborate with product managers, engineers, and other stakeholders to define product strategy, roadmap, and design goals, shaping the future of Customer Care interactions at Zalando. Present design solutions and strategies to senior leadership and diverse stakeholders, effectively communicating design rationale and impact. Lead the end-to-end design process for complex Customer Care product areas, from discovery and extensive user research (including interviews, usability testing, and data analysis) to prototyping, testing, and implementation. Drive design critiques and feedback sessions, advocating for user-centred design principles and best practices. Craft clear, concise, and empathetic UX copy, ensuring our customer care interactions are understandable and helpful. Mentor and guide less experienced designers, sharing knowledge and fostering a culture of design excellence. WE’D LOVE TO MEET YOU IF You are keen to contribute to developing and articulating a cohesive UX vision for Customer Care, helping to funnel customers into the right solutions and ensuring timely, relevant support. As a Principal Product Designer, you'll align this vision with our broader customer strategy, making it tangible for all involved stakeholders. You embrace user research to build deep empathy, uncover customers’ needs, and evaluate solution designs. You enjoy translating findings into actionable insights that inform our product strategy, ensuring customers are informed and supported in the right formats. You enjoy working in close partnership with Product Managers, Engineers, Data Scientists, other Designers, and senior stakeholders across various departments. Together, you’ll explore complex problem spaces, sometimes in uncharted territory, and encourage teams to achieve shared positive outcomes that enhance the customer experience. You have extensive experience as a Product Designer in a B2C environment, with a portfolio demonstrating impactful work on large-scale consumer products. You have proven experience in content design or UX writing for complex digital products, particularly in text-heavy domains. You will contribute to our vibrant design culture by sharing knowledge, participating in critiques, and potentially co-leading design initiatives that improve team effectiveness and inclusivity. You are proficient with Figma and prototyping tools. 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. 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 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 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 Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us