Lead Service Design P&O (all genders)

Are you passionate about transforming the way organizations work, with a focus on creating seamless, impactful people experiences? We are looking for a tech-savvy Service Design Expert that wants to join our People Experience team within the P&O department. You will play a pivotal role in designing and optimizing processes that improve employee experience and engagement across the organization. In this role, you will collaborate closely with P&O leaders, Process Excellence Consultants, tech teams, and cross-functional teams to drive initiatives that align with our strategic vision, improve service delivery, and enhance user experiences for our internal stakeholders.

As a key member of the People Experience team, your contributions will shape how we foster an engaging, empowering environment for our employees. You’ll design and implement seamless, inclusive processes that ensure every step of the employee journey is smooth and design exceptional experiences during the moments that matter most. This is a unique opportunity to impact the heart of our organization—our people—by leading transformative projects that touch every level of the business.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring – we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit.

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

1. You analyze, redesign, and prototype P&O processes with a focus on people, ensuring a positive and easy-to-use user experience for employees and P&O teams.
2. You support the implementation of technology solutions that enhance both process efficiency and user satisfaction (e.g., Human Resources Information System (HRIS), AI-driven tools).
3. You guide cross-functional teams and initiatives to elevate process excellence, aligning with business unit goals and pushing organizational growth.
4. You identify problems worth solving, analyze root causes, and craft data-driven solutions.
5. You champion process standardization and continuous improvement by sharing best practices and ensuring KPI-driven, efficient operations.
6. You lead complex, strategic projects from start to finish, driving impactful change while fostering collaboration across teams.
7. You build strong relationships, anticipate challenges, and communicate compelling strategies that influence decision-makers across the organization.
8. You empower teams to excel by providing expert guidance and fostering a culture of innovation, experimentation, and high performance to ensure delivery of high-quality results that align business’ goals with people’s needs.

YOUR QUALIFICATIONS

1. You have a Bachelor’s degree in Design, Anthropology, Human Resources, or a related field (Master’s preferred) and 8+ years of experience in service design.
2. You have a proven track record of leading and delivering continuous improvement projects within P&O or employee experience-focused functions, particularly in enhancing employee services and engagement, ensuring alignment with strategic goals and business requirements.
3. You are tech-savvy with expertise in P&O technology platforms (e.g., HRIS, Applicant Tracking System) and automation or AI tools, with a focus on enhancing user experience.
4. You demonstrate high ownership, a bias for action, and a drive for continuous improvement, working well both independently and in teams.
5. You quickly dive into complex challenges, persistently pursuing goals without losing sight of the bigger picture, and effectively communicate with stakeholders at all levels to foster collaboration.
6. You are fluent in English, with German and other European languages considered an advantage.
7. Experience with P&O Consulting and Product Management is a plus.
8. Experience with project management tools and certification in process improvement methodologies (e.g., Six Sigma, Lean) is a plus.

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!

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 Zalando Lounge, discounts from external partners
• 2 paid volunteering days a year
• Hybrid working model with 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
• Relocation assistance available (subject to prior agreement)
• Family services, including counseling and support
• Health and wellbeing options (including Gympass)
• Mental health support and coaching available
• Drive your development through our training platform and biannual peer-to-peer review

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