Job Description
About the Role
The Product Specialist plays a key role in enabling the success of the ASOS Customer Help experience, ensuring our digital platforms, tools and processes deliver seamless and efficient experiences for both customers and frontline advisor teams.
Sitting within Customer Care Experience, this role is responsible for the optimisation and continuous improvement of customer- and advisor-facing products and journeys. Working closely with Product Managers, Engineering and Operational teams, you'll translate business and customer needs into practical solutions that improve performance, usability and business outcomes.
As an established individual contributor, you'll operate with a good degree of autonomy within a defined product domain. You'll use data, customer insight and operational expertise to identify opportunities, shape improvements and ensure successful delivery and adoption of product changes. You'll be a recognised subject matter expert within your area and play an important role in connecting operational needs with product execution.
Product Specialists support our product mission and vision and do not own product vision or end-to-end product strategy. That accountability sits with Product Managers. Instead, you'll focus on execution, optimisation and enablement, helping ensure that products deliver measurable value for customers, advisors and the business.
The Details
- 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
We believe being together in person helps us move faster, connect more deeply, and achieve more as a team. That’s why our approach to working together includes spending at least 3 days a week in the office. It’s 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.
Qualifications
About You
- 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
You’ll play an important part in shaping how Customer Care operates at ASOS – working at the heart of digital transformation and building the skills to enable better tools, better experiences, and better outcomes for both customers and advisors.
Additional Information
BeneFITS’
- Employee discount (hello ASOS discount!)
- Employee sample sales
- 25 days paid annual leave + an extra celebration day for a special moment
- Private medical care scheme
- Fixed Annual Payment in addition to your salary each year, it's just an extra thank you from us
- Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role
Company Description
We're ASOS, the online retailer for fashion lovers all around the world.
We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you're free to be your true self without judgement, and channel your creativity into a platform used by millions.
Everyone needs some help showing up as their best self. We're Disability Confident Committed - let our Talent team know if you need any reasonable adjustments throughout the recruitment process