Director of Engineering Customer Experience (CX)

ASOS; Greater London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading fashion brand is seeking a Director of Engineering for Customer Experience to shape innovative digital experiences. The role demands extensive engineering leadership, ensuring robust technology strategies and cultivating a high-performing team. This position emphasizes collaboration across various departments and driving innovation while maintaining a strong focus on user needs. The ideal candidate has a proven background in digital products and a deep technical foundation, ready to meet the challenges of a dynamic e-commerce environment.

Benefits

Employee discount

Employee sample sales

25 days paid annual leave

Discretionary bonus scheme

Long term incentive plan

Private medical care scheme

Flexible benefits allowance

Personalised learning opportunities

Qualifications

• Extensive experience leading engineering teams focused on customer experience and digital products.
• A proven track record of scaling engineering organisations within fast-paced businesses.
• Demonstrated success in building applications for digital e-commerce companies.
• A deep technical background with hands-on engineering experience.
• Strong understanding of search and AI application to enhance customer journeys.
• Skilled at setting vision and strategy while engaging in technical details.
• Highly collaborative experience across Product Design and Data functions.
• An innovative mindset to anticipate industry trends and provide solutions.

Responsibilities

• Define and own the technology strategy for customer experience across ASOS.
• Lead and grow a high-performing engineering team of 150.
• Champion best engineering practices ensuring robust, scalable platforms.
• Collaborate with Product Design and Customer leaders for digital experiences.
• Drive adoption of technologies that enhance speed, agility, and quality.
• Balance technology delivery with innovation and customer needs.
• Embed a culture valuing curiosity and continuous improvement.

Skills

Go

Lean

Management Experience

React

Node.js

Operations Management

Project Management

Research & Development

Software Development

Team Management

GraphQL

Leadership Experience

Job description

Were looking for a Director of Engineering Customer Experience (CX) to shape and deliver the next generation of digital experiences across ASOS Topshop Topman and our portfolio of brands. You will play a pivotal role in aligning our customer experience technology strategy with the broader business vision ensuring we deliver innovative frictionless and engaging journeys for millions of customers worldwide.

This is a unique opportunity to shape the future of customer experience for one of the worlds most recognisable fashion brands. The role is focused on consumer mobile and web e‑commerce shopping experiences ensuring our customers can effortlessly interact discover and be inspired across every touchpoint. With over 2.5 billion visits a year 23 million active customers and 50 million unique visitors per month the scale of our platform presents both a unique challenge and an exciting opportunity to innovate. Youll lead at scale build and grow exceptional teams and work at the forefront of technology in a fast-moving creative and high-impact environment. The role will report into our CTO.

We believe being together in person helps us move faster connect more deeply and achieve more as a team. Thats why our approach to working together includes spending at least 3 days a week in the office. Its a rhythm that speeds up decision-making helps ASOSers learn from each other more quickly and builds the kind of culture where people can grow create and succeed.

What you’ll be doing

• Shaping the Vision : Define and own the technology strategy for customer experience across ASOS and associated brands ensuring alignment to overall business and product goals.
• Leadership & Growth : Lead inspire and grow a high-performing engineering team of 150 building strong leaders and scaling capabilities in line with ASOSs growth.
• Engineering Excellence : Champion best-in-class engineering practices ensuring delivery of robust scalable and performant customer-facing platforms.
• Collaboration : Partner closely with Product Design and Customer leaders to bring world‑class digital experiences to life.
• Innovation : Drive the adoption of modern technologies frameworks and architectures that enhance speed agility and quality.
• Customer First : Ensure technology delivery always balances innovation with reliability accessibility and customer needs.
• Culture : Embed an engineering culture that values curiosity continuous improvement and empowerment.

Qualifications

• Extensive experience leading engineering teams focused on customer experience and digital products.
• A proven track record of scaling and growing engineering organisations within fast‑paced high‑growth businesses.
• Demonstrated success in building and delivering mobile applications for digital e‑commerce companies.
• A deep technical background with prior hands‑on engineering experience and strong knowledge of modern engineering practices frameworks and architectures.
• Strong understanding of search experimentation video technologies and how AI can be applied to enhance customer journeys and experiences.
• Skilled at setting vision and strategy while remaining comfortable engaging with technical detail to ensure delivery excellence.
• Highly collaborative with experience working closely across Product Design Commercial and Data functions.
• An innovative mindset with the ability to anticipate industry trends and translate them into pragmatic solutions that deliver measurable business and customer impact.

Benefits

• Employee discount (hello ASOS discount!)
• Employee sample sales
• 25 days paid annual leave an extra celebration day for a special moment
• Discretionary bonus scheme
• Long term incentive plan
• Private medical care scheme
• Flexible benefits allowance - which you can choose to take as extra cash or use towards other benefits
• Opportunity for personalised learning and in‑the‑moment experiences that enable you to thrive and excel in your role

Remote Work: No

Employment Type: Full-time

Key Skills

• Go
• Lean
• Management Experience
• React
• Node.js
• Operations Management
• Project Management
• Research & Development
• Software Development
• Team Management
• GraphQL
• Leadership Experience