Rob Manzano

Scaling user research

Key Learnings

  • How to grow the team?
  • How to find the right people, and the right capabilities for success?
  • How to deal with scarcity? Finding the right engagement model for the right question to tackle (embedded researcher vs dedicated researcher vs cluster/pool researcher)

Transforming a team from doing ineffective usability tests to inspiring an and strategically influencing 18,000+ employee company up to a CEO level, leveraging machine learning, quant and qual capabilities including NPS feedback, and customer satisfaction ratings as a whole, while overcoming GDPR limitations.

Date: Wednesday, October 13th
Time: 16:15 - 17:00


Rob Manzano

Head of Design, User Research, Zalando SE

Rob has been a UX leader for 15 years. After his early beginnings in linguistics and communication (as co-founder of music-centric PR company basicpeople), he joined Nokia in 2005, where he learned everything about usability and customer-centricity from the ground up and helped establish a solid user research practice. In 2014 he moved on to SoundCloud, building the user research capability basically from scratch, and making an entire company more user-centric by leveraging everyone’s inner user researcher and establishing strong user models. In 2017, Rob joined Zalando, where over the last 3 years he has transformed a small research team of 4 into a research and customer knowledge organisation counting 30 professionals (user researchers, data analysts, business developers and engineers), combining traditional user research with analytics, machine learning and artificial intelligence approaches, helping create truly individual and personalised customer experiences.

Log In

Forgot password?

Forgot password?

Enter your account data and we will send you a link to reset your password.

Your password reset link appears to be invalid or expired.

Log in

Privacy Policy

Add to Collection

No Collections

Here you'll find all collections you've created before.