Senior Product Analyst (all genders)

Description

The company serves over 50 million active customers across Europe and is moving its customer care operation to an AI-first model, shifting from reactive support toward proactive, personalised experiences built on agentic architectures and LLM-driven applications.

The Customer Care Tech team builds intelligent applications and scalable infrastructure that handle millions of customer touchpoints and support thousands of customer care specialists.

As a Senior Product Analyst you will drive the analytical side of the AI product strategy, helping set up ways to evaluate non-deterministic AI systems and rigorous experimentation practices, and linking conversational AI to business results and customer trust.

Responsibilities

• Work with Product Managers and Applied Scientists to define measurement frameworks for AI-driven customer journeys that weigh automated resolution quality and accuracy against business KPIs.
• Design, run and assess high-stakes A/B tests across complex user flows. When randomised control trials are not feasible, use quasi-experimental and causal inference methods to confirm real incremental impact.
• Turn open-ended product proposals and business ideas into research questions that can be disproved, and use quantitative evidence to challenge and shape product roadmaps.
• Analyse user journeys across customer care products to find friction points, identify the causal drivers of customer satisfaction, and spot high-value automation opportunities.
• Advise senior leadership by turning complex statistical analysis into clear, executive-level stories and concrete recommendations.
• Work with the wider Analytics Community to set experimentation best practices, standardise reusable analytical workflows, and mentor colleagues.

Requirements

• A proven record in product analytics at large-scale e-commerce or product-led tech companies, including measuring customer and business impact of AI/ML features, conversational AI agents or generative AI products.
• Deep hands-on experience running end-to-end A/B tests, covering hypothesis design, metric sensitivity, statistical power calculations and variance reduction, and working with modern experimentation platforms such as Eppo.
• Practical experience with observational and quasi-experimental methods, such as Difference-in-Differences, Propensity Score Matching or Synthetic Controls, where randomised controlled trials are impractical or not possible.
• High proficiency in SQL and Python, hands-on experience with Databricks for advanced analytics and visualisation, and comfort using modern AI developer tools to speed up your work.
• Ability to turn complex statistical ideas into clear, high-impact stories that persuade cross-functional peers and senior leaders.

Conditions

27 days of holiday a year to start for full-time employees, rising by one day per calendar year up to 30 days.

Relocation assistance is available, subject to prior agreement.

Equal-opportunity note: the company reduces bias in hiring by assessing qualifications, skills and contributions, so please leave photos, age and marital status off your CV. If you need accommodations during the process, tell the team.

Benefits

• 40% off fashion and beauty products sold and shipped by the company, 30% off Lounge by the company, and discounts from external partners.
• Family support, including counselling and dedicated services for parents and carers.
• Company pension scheme and employee share programme.
• Health and wellbeing options, including Wellhub, plus mental health support and coaching.
• Training through an internal learning platform and a biannual peer-to-peer review.
• 2 paid volunteering days a year.