About this role
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 needsTranslate operational and customer requirements into clear product enhancements and changes, working closely with Product Managers and Engineering teamsAct as a key voice of Customer Care Operations, bringing frontline insight and customer feedback into product discussions and prioritisation decisionsLead the delivery and rollout of product enhancements within your domain, supporting successful implementation and adoptionMonitor and analyse the performance of digital care tools and experiences, identifying opportunities to improve efficiency, quality, customer satisfaction and operational effectivenessCollaborate with Technology, Product and Operations teams to remove friction and improve end-to-end customer and advisor experiencesContribute evidence, insight and recommendations to support roadmap prioritisation and decision-makingDocument and maintain current and future-state customer journeys, processes and product requirementsDrive experimentation and continuous improvement initiatives, validating opportunities through data, feedback and testingSupport the adoption of automation, AI and self-service capabilities to improve customer outcomes and operational efficiencyPartner with frontline teams to support change adoption through training, communications and engagement activitiesEnsure solutions align with broader Customer Care strategy and global operating requirementsProvide guidance and support to Associate Product Specialists, sharing knowledge and best practice where appropriateSupport our culture by promoting Diversity, Equity & Inclusion in both design and ways of workingWe 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.
About You
Experience within Customer Care, Digital Care, Customer Experience, Product Operations or a related operational product environmentProven ability to deliver improvements to digital tools, journeys or processes that drive measurable customer or business outcomesComfortable working autonomously while collaborating effectively with Product, Engineering and Operational teamsStrong analytical skills with the ability to use data, insight and customer feedback to inform decisions and prioritisationExperience using customer journey mapping, service design or process improvement methodologiesGood understanding of agile ways of working and experience contributing within product delivery environmentsStrong communication and stakeholder management skills, with the ability to influence decisions through evidence and insightInterest in leveraging automation, AI and technology to improve experiences and efficiencyCommercial awareness, with an understanding of the relationship between customer experience, operational performance and cost-to-serveNaturally curious, proactive and committed to continuous improvementPassionate about delivering better experiences for customers and advisor colleaguesYou’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.
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