Product Specialist: Optimize Digital Journeys + Employee Discount

ASOS; Watford; Hybrid; GBP 40,000 - 56,000; 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 in addition to my

personalised learning opportunities

Job summary

ASOS is seeking a Product Specialist for its Customer Care experience, focusing on improving customer and advisor journeys across digital tools and platforms. You’ll translate operational needs into practical enhancements and work closely with Product Managers, Engineering and Operational teams to drive measurable outcomes.

As a hands-on contributor, you’ll own execution within your product domain, leveraging data and customer insight to identify opportunities, deliver changes and ensure

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.

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.

Job description

ASOS is seeking a Product Specialist for its Customer Care experience, focusing on improving customer and advisor journeys across digital tools and platforms. You’ll translate operational needs into practical enhancements and work closely with Product Managers, Engineering and Operational teams to drive measurable outcomes.

As a hands-on contributor, you’ll own execution within your product domain, leveraging data and customer insight to identify opportunities, deliver changes and ensure