ASOS
Associate Product Specialist
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Company Description
We're ASOS. We blend our flair for fashion with our love of cutting-edge technology, but more importantly we're interested in how we can bring the best out of you.
We exist to give people 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 judgment, and channel your creativity into a platform used by millions.
Job Description
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 needs
- Help translate operational and customer requirements into clear product changes, with guidance from Product Specialists and Product Managers
- Bring frontline insight into product discussions, representing the ASOS customer and our advisor colleagues at a task and feature level
- Support the delivery and rollout of product changes, assisting with implementation, adoption and minimising disruption to operations
- Monitor and report on the performance of digital care tools and journeys, helping to identify opportunities to improve efficiency, quality and customer satisfaction
- Work with Technology and Operations teams to help remove friction and improve experience outcomes
- Contribute insight and evidence to support roadmap prioritisation
- Help document and maintain current and target state journey flows, keeping information accurate and up to date
- Support experimentation and test-and-learn activity, helping to gather and interpret data and feedback
- Promote the effective use of automation, AI and self-service capabilities to drive efficiency and enhance the advisor and customer experience
- Support change adoption, assisting with training, comms and engagement with frontline teams
- Work in line with the broader Customer Care strategy and global operating requirements
- Support our culture by championing Diversity, Equity & Inclusion strategies.
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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.
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Qualifications
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 product
- An interest in improving digital tools, journeys or processes and a willingness to learn
- Comfortable working within cross-functional teams including Product, Engineering and Operations
- Developing skills in using data, insight and customer feedback to support improvements and prioritisation
- Awareness of customer journey mapping, service design or process optimisation methodologies, with a willingness to develop
- Keen to work in agile environments and within product delivery frameworks
- Good communication skills, with the ability to work collaboratively across teams
- Curious about how technology, automation and AI can improve operational performance and customer experience
- An intent to develop commercial awareness, with an interest in efficiency, cost-to-serve and customer outcomes
- Organised, proactive and eager to learn, with a genuine interest in customer experience and continuous improvement
Additional Information
Ben'FITS'
- Employee discount (hello ASOS discount!)
- Employee sample sales
- 25 days paid annual leave + an extra celebration day for a special moment
- Fixed Annual Payment in addition to your salary each year, it's just an extra thank you from us
- Private medical care scheme
- Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.
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