Customer Care Product Specialist: Data-Driven Optimizer

ASOS.com; Watford; Ibrido; GBP 34.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Employee discount

Employee samples

25 days leave

Private medical care

Fixed annual payment

Learning opportunities

Descrizione del lavoro

ASOS.com in Watford is hiring a Product Specialist to support the Customer Help experience. You will translate customer and frontline insight into practical product changes, working with product managers, engineering and operations to improve usability and business outcomes.

You will operate with autonomy within your defined product domain, drive adoption through training and clear communications, and help ensure that new tools deliver measurable value for customers and advisors.

Competenze

• Experience in Customer Care or related operational product environments.
• Ability to translate customer needs into product requirements.
• Strong analytical skills using data and feedback.

Mansioni

• Own and improve defined Customer Care products, tools and journeys.
• Translate operational and customer needs into product requirements and document journeys.
• Be a key voice for Customer Care Operations with frontline insight.
• Collaborate with Product, Engineering, Technology and Operations teams.
• Lead delivery and rollout of product enhancements and drive adoption.
• Monitor and analyse performance of digital care tools.
• Drive experimentation and continuous improvement with data and trials.
• Support adoption of automation, AI and self-service capabilities.
• Ensure solutions align with wider Customer Care strategy.
• Mentor Associate Product Specialists and champion DEI in design and ways of working.

Conoscenze

Customer Care

Digital Care

Customer Experience

Product Operations

Descrizione del lavoro

ASOS.com in Watford is hiring a Product Specialist to support the Customer Help experience. You will translate customer and frontline insight into practical product changes, working with product managers, engineering and operations to improve usability and business outcomes.

You will operate with autonomy within your defined product domain, drive adoption through training and clear communications, and help ensure that new tools deliver measurable value for customers and advisors.