Customer Care Product Specialist - AI & Automation

ASOS; England; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Employee discount

Employee sample sales

25 days paid annual leave + extra day

Private medical care scheme

Fixed annual payment

Personalised learning opportunities

Job summary

ASOS is seeking a Product Specialist for the Customer Care Experience, focusing on improving customer and advisor-facing products and journeys. You’ll translate needs into practical product requirements and collaborate with Product, Engineering and Operations to deliver measurable improvements.

You’ll operate autonomously within a defined domain, using data and frontline feedback to shape enhancements, drive adoption, and align with global care strategy.

Qualifications

• Experience within Customer Care or related operational product environments.
• Ability to improve digital tools, journeys or processes to drive outcomes.
• Comfort working autonomously with cross-functional teams.
• Strong use of data, insights and customer feedback to inform decisions.
• Familiarity with journey mapping, service design or process improvement.

Responsibilities

• Own and continually improve defined Customer Care products, tools and journeys.
• Translate needs into clear product requirements and document current/future journeys.
• Bring frontline insight into product discussions and roadmap decisions.
• Collaborate with Product, Engineering, Technology and Operations teams.
• Lead delivery and rollout of enhancements with training and comms for adoption.
• Monitor tool performance and seek efficiency and satisfaction gains.
• Drive experimentation, data-backed trials and evidence-based recommendations.
• Support automation, AI and self-service initiatives to improve outcomes.
• Ensure alignment with wider Customer Care strategy and requirements.
• Share knowledge with Associates and promote Diversity, Equity & Inclusion.

Skills

Customer care experience

Analytical skills

Autonomous working

Agile methods

Stakeholder management

Data-driven decisions

Clear communication

Interest in automation/AI

Job description

ASOS is seeking a Product Specialist for the Customer Care Experience, focusing on improving customer and advisor-facing products and journeys. You’ll translate needs into practical product requirements and collaborate with Product, Engineering and Operations to deliver measurable improvements.

You’ll operate autonomously within a defined domain, using data and frontline feedback to shape enhancements, drive adoption, and align with global care strategy.