About this role
The Associate Product Specialist offers a route into a product career, supporting the success of the ASOS Customer Help experience – the Customer Care digital platforms and tools that ensure our technology and frontline teams are equipped to deliver seamless, efficient and high-quality customer experiences.
Sitting within Customer Experience, this role focuses on supporting the optimisation and evolution of customer- and advisor-facing products and journeys, working alongside Product Specialists, Product Managers and Engineering to help translate business needs into practical solutions. It’s a great opportunity to build product craft and deep subject matter knowledge of the ASOS Customer Help experience.
Working with guidance and support from more experienced colleagues, you’ll use data, insight and frontline feedback to help improve performance, usability and customer outcomes within a defined and well-scoped area.
Associate Product Specialists support our product mission and vision and do not own product vision or product strategy. You’ll focus on contributing to execution, optimisation and enablement within a defined product domain – learning the discipline while delivering real value.
The Details
Support the continuous improvement of specific Customer Care products, tools or journeys, helping ensure they meet business and customer needsHelp translate operational and customer requirements into clear product changes, with guidance from Product Specialists and Product ManagersBring frontline insight into product discussions, representing the ASOS customer and our advisor colleagues at a task and feature levelSupport the delivery and rollout of product changes, assisting with implementation, adoption and minimising disruption to operationsMonitor and report on the performance of digital care tools and journeys, helping to identify opportunities to improve efficiency, quality and customer satisfactionWork with Technology and Operations teams to help remove friction and improve experience outcomesContribute insight and evidence to support roadmap prioritisationHelp document and maintain current and target state journey flows, keeping information accurate and up to dateSupport experimentation and test-and-learn activity, helping to gather and interpret data and feedbackPromote the effective use of automation, AI and self-service capabilities to drive efficiency and enhance the advisor and customer experienceSupport change adoption, assisting with training, comms and engagement with frontline teamsWork in line with the broader Customer Care strategy and global operating requirementsSupport our culture by championing Diversity, Equity & Inclusion strategies.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.
About You
Some experience in Customer Care, Digital Care, Customer Experience or an operational or product environment – or a strong desire to build a career in productAn interest in improving digital tools, journeys or processes and a willingness to learnComfortable working within cross-functional teams including Product, Engineering and OperationsDeveloping skills in using data, insight and customer feedback to support improvements and prioritisationAwareness of customer journey mapping, service design or process optimisation methodologies, with a willingness to developKeen to work in agile environments and within product delivery frameworksGood communication skills, with the ability to work collaboratively across teamsCurious about how technology, automation and AI can improve operational performance and customer experienceAn intent to develop commercial awareness, with an interest in efficiency, cost-to-serve and customer outcomesOrganised, proactive and eager to learn, with a genuine interest in customer experience and continuous improvement BeneFITS’
Employee discount (hello ASOS discount!)Employee sample sales25 days paid annual leave + an extra celebration day for a special momentFixed Annual Payment in addition to your salary each year, it's just an extra thank you from usPrivate medical care schemeOpportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.