Customer Care Product Optimisation Specialist

ASOS; England; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Employee discount (hello ASOS discount

Employee sample sales

25 days annual leave + extra day for a

Private medical care scheme

Fixed annual payment in addition to''

Personalised learning opportunities

Job summary

ASOS is seeking a Product Specialist to help optimise Customer Care products and journeys, collaborating with Product Managers, Engineering and Operations to deliver measurable improvements for customers and frontline advisors.

You will act as a subject expert within your domain, translating lived experience into practical enhancements while driving adoption and value across digital care tools and processes.

Qualifications

• Experience within Customer Care, Digital Care, Customer Experience, Product Operations or a related operational product environment.
• Proven ability to deliver improvements to digital tools, journeys or processes that drive measurable customer or business outcomes.
• Comfortable working autonomously while collaborating effectively with Product, Engineering and Operational teams.
• Strong analytical skills with the ability to use data, insight and customer feedback to inform decisions and prioritisation.
• Experience using customer journey mapping, service design or process improvement methodologies.
• Good understanding of agile ways of working and experience contributing within product delivery environments.
• Strong communication and stakeholder management skills, with the ability to influence decisions through evidence and insight.
• Interest in leveraging automation, AI and technology to improve experiences and efficiency.

Responsibilities

• Own and continuously improve defined Customer Care products, tools and journeys, ensuring they effectively meet customer, advisor and business needs.
• Translate operational and customer requirements into clear product enhancements and changes, working closely with Product Managers and Engineering teams.
• Act as a key voice of Customer Care Operations, bringing frontline insight and customer feedback into product discussions and prioritisation decisions.
• Lead the delivery and rollout of product enhancements within your domain, supporting successful implementation and adoption.
• Monitor and analyse the performance of digital care tools and experiences, identifying opportunities to improve efficiency, quality, customer satisfaction and operational effectiveness.
• Collaborate with Technology, Product and Operations teams to remove friction and improve end-to-end customer and advisor experiences.
• Contribute evidence, insight and recommendations to support roadmap prioritisation and decision-making.
• Document and maintain current and future-state customer journeys, processes and product requirements.
• Drive experimentation and continuous improvement initiatives, validating opportunities through data, feedback and testing.
• Support the adoption of automation, AI and self-service capabilities to improve customer outcomes and operational efficiency.
• Partner with frontline teams to support change adoption through training, communications and engagement activities.
• Ensure solutions align with broader Customer Care strategy and global operating requirements.
• Provide guidance and support to Associate Product Specialists, sharing knowledge and best practice where appropriate.
• Support our culture by promoting Diversity, Equity & Inclusion in both design and ways of working.

Job description

ASOS is seeking a Product Specialist to help optimise Customer Care products and journeys, collaborating with Product Managers, Engineering and Operations to deliver measurable improvements for customers and frontline advisors.

You will act as a subject expert within your domain, translating lived experience into practical enhancements while driving adoption and value across digital care tools and processes.