Customer Care Product Specialist — Optimize Digital Journeys

ASOS.com; Watford; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Employee discount (hello ASOS discount

Employee sample sales

25 days paid annual leave + extra day

Private medical care scheme

Fixed annual payment bonus

Learning and development opportunities

Job summary

ASOS is seeking a Product Specialist to enable the success of the Customer Help experience across digital platforms. You will translate business needs into practical product enhancements, working with Product Managers, Engineering and Operations to deliver measurable value for customers and advisors.

You’ll operate with autonomy within your defined product domain, using data and frontline insight to shape opportunities, drive adoption and improve efficiency across customer journeys.

Qualifications

• Experience in customer care or related operational environment.
• Proven ability to improve digital tools, journeys or processes.
• Able to work autonomously while collaborating with Product, Engineering and Operations teams.
• Strong analytical skills using data, insight and feedback.
• Familiar with customer journey mapping, service design or process improvement methodologies.

Responsibilities

• Own and continuously improve defined Customer Care products, tools and journeys to meet needs of customers, advisors and business.
• Translate requirements into product enhancements with Product Managers and Engineering.
• Represent frontline insights in product discussions and prioritisation decisions.
• Lead delivery and rollout of domain product enhancements with successful adoption.
• Monitor performance of digital care tools to identify efficiency, quality and satisfaction gains.
• Collaborate with Technology, Product and Operations to remove friction in experiences.
• Contribute to roadmap prioritisation with evidence and recommendations.
• Document current and future-state customer journeys and requirements.
• Drive experimentation and continuous improvement initiatives with data and testing.
• Support automation, AI and self-service capabilities to improve outcomes.

Skills

Customer Care

Digital Care

Customer Experience

Product Operations

Autonomy

Agile

Data-driven

Stakeholder management

Job description

ASOS is seeking a Product Specialist to enable the success of the Customer Help experience across digital platforms. You will translate business needs into practical product enhancements, working with Product Managers, Engineering and Operations to deliver measurable value for customers and advisors.

You’ll operate with autonomy within your defined product domain, using data and frontline insight to shape opportunities, drive adoption and improve efficiency across customer journeys.