Customer Care Product Specialist: Optimize Tools & Journeys

ASOS; Rye Foreign; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Employee discount (hello ASOS discount

Employee sample sales

25 days paid annual leave

Private medical care scheme

Fixed annual payment

Personalised learning opportunities

Job summary

ASOS is seeking a Product Specialist to optimise customer care experiences across digital tools and journeys. You will work with Product Managers, Engineering and Operations to translate needs into practical product enhancements, driving measurable improvements for customers and frontline advisors.

In this role you’ll own defined products within Customer Care, lead rollouts, analyse performance and champion automation and AI-enabled services to boost efficiency and satisfaction.

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
• Commercial awareness, with an understanding of the relationship between customer experience, operational performance and cost-to-serve
• Naturally curious, proactive and committed to continuous improvement
• Passionate about delivering better experiences for customers and advisor colleagues

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

Skills

Customer Care experience

Product operations

Digital tools improvement

Data-driven decision making

Stakeholder management

Autonomous working

Agile working understanding

Communication skills

Curiosity and continuous improvement

Job description

ASOS is seeking a Product Specialist to optimise customer care experiences across digital tools and journeys. You will work with Product Managers, Engineering and Operations to translate needs into practical product enhancements, driving measurable improvements for customers and frontline advisors.

In this role you’ll own defined products within Customer Care, lead rollouts, analyse performance and champion automation and AI-enabled services to boost efficiency and satisfaction.