At parcelLab, we’re reshaping how the world’s leading brands manage the post‑purchase experience.
Our Post‑Purchase Customer Experience platform helps companies like John Lewis, H&M, Farfetch, New Look, Hotel Chocolat, and others turn operational complexity into powerful customer moments – driving loyalty, retention, and revenue.
As we scale across EMEA, we’re looking for driven, curious, and customer‑obsessed people to join our journey.
The Role
We are looking for a Technical Business Analyst (Intermediate) to join our Product Team. Our Product/Carrier team is at the heart of parcelLab’s growth — with our technology being a key competitive advantage, and you’ll play a pivotal role in shaping the experience of world‑leading brands.
parcelLab’s Platform plays a pivotal role in empowering brands to control and manage the Post‑Purchase Experience, from delivery Promise expectations, to proactive communication during shipping, and managing Returns & Exchanges. Our technology enables retailers & brands to build loyalty and optimise the post‑purchase journey, increasing Customer Lifetime Value.
As a digital‑first company, we offer greater flexibility in working location. You may work from one of our offices in London or Munich as well as remotely within the UK or Germany.
What you’ll do
* Independent Growth: Own the development and continuous improvement of carrier integrations, driving impactful projects that enhance team performance, customer satisfaction, and retailer success.
o New Carrier Integration/Activation: Overseeing the entire process from initial kick‑off communication to documentation creation and final pull request (PR) merge.
o Alert Management: Managing incoming alerts, including taking ownership of communication with both the customer team and the respective carrier.
o Status Mapping: Defining and aligning new carrier status codes with our internal status model to ensure consistency and accurate tracking.
o Individual Projects: Owning projects within the team to continuously improve status quo.
* Collaborative Innovation: Work closely with a cross‑functional team of business analysts, developers, internal stakeholders, and customers to deliver high‑value outcomes.
* Growth & Learning Opportunities: Expand your expertise in logistics, e‑commerce, and operational experience management within a fast‑paced, technology‑driven environment.
What we’re looking for
* 1–2 years experience in a Technical Business Analyst or equivalent position.
* Outcome‑Driven Approach: Ability to prioritize and execute work that delivers clear business value, aligning with product and company goals.
* Customer‑Centric Curiosity: Proactively engage with customers to understand their setups, validate assumptions, and ensure tailored, high‑quality carrier integrations.
* Automation & AI: Experience and knowledge in creating automated processes, implementing AI to reduce toil & create efficiency and additional capacity.
* Project Management Skills: Strong capability to manage carrier onboarding and client setups, providing transparent communication and ensuring seamless go‑lives.
* Technical & Analytical Strength: Good understanding of APIs, systematic infrastructure and able to read + understand code – plus hands‑on experience with tools like Postman to troubleshoot and improve carrier connections.
* Clear Communication: Fluent, precise English in both written and verbal communication, ensuring clarity across teams and with external partners.
Bonus Points
* If you have Carrier & Logistics Experience: Previous hands‑on experience working directly with carriers is a strong advantage.
* Proactive Mindset: Strong self‑motivation and a willingness to learn and adapt are highly valued.
About parcelLab
parcelLab’s platform unifies every touchpoint from customer conversion, order tracking, delivery, returns, and engagement into one seamless ecosystem that not only reduces friction but actively drives repeat purchases, transforming post‑purchase into a competitive advantage.
It’s all in a day’s work for us
* Monitor over six million shipments per day
* 175+ countries across the globe use our tracking pages
* 1000+ brands use parcelLab for their post‑purchase experience
* Shipping data comes from more than 350+ carriers worldwide, including DHL, FedEx & DPD
* 150+ employees around the globe, driving innovation together
Perks & Benefits
* 🧠 Plenty of room for your own ideas … space to try, fail and learn.
* 🛳 Comprehensive 30‑60‑90 day onboarding plan in place from the very first day to help you integrate seamlessly with the rest of the company and understand new responsibilities.
* 🏝 Equipped with the latest MacBook or PC; as a digital‑first company, you choose whether to work entirely from home, in one of our offices or a mix that suits you. If you’re not close to an office, we’ll help cover co‑working space costs.
* 🚀 Career development opportunities, including our Leadership Development Program and our Mentorship Program, as well as online language courses and available budgets for further training.
* 🧘🏽♀️ Stay grounded with our free meditation, mindfulness and coaching sessions via our mental wellbeing platform TELUS.health.
* 🎉 Regular company retreats, parcelLab events (in‑person and online), local and regional meet‑ups, as well as team off‑sites.
* 🌏 Be part of a motivated, diverse and international team made up of over 25 different nationalities; and with a great rating for company culture and employee experience on Glassdoor, you’ll love working here!
Equal Opportunities
parcelLab is an Equal Opportunities Employer. We live the motto always joy, always team, always equality, which means we celebrate diversity and do not accept any form of discrimination or harassment. We believe that diversity enriches our employee experience and allows each of us to deliver the best work possible.
Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, disability status or other lived experience.
Come be part of our growth – contribute your ideas and share in our success as we continue to improve the post‑sales customer journey for millions of people every day.
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