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.

But how are we showing up? We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.

Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.

Job Description

The Customer Journey Manager is a critical role in delivering the Customer Care strategy and customer experience goals.

The role holder will lead our customer journey design, to identify, design, launch and measure care experience improvements. The Customer Journey Manager will operate ‘end to end’ and work cross-functionally to deliver best in class customer experiences that remove friction, reduce effort and grow value for our customers.

You’ll be the subject matter expert on all things that impact the Customer, leading the target experience design for new customer care propositions, as well as engaging with our Continuous Improvement teams and our frontline Customer Care teams, to challenge what could be done differently with the overall goal to remove friction for our customers and teams.

The Details

Work closely with the Senior Customer Care Experience Manager to define the ASOS target ‘service experience’ looking at end to end customer care journeysPartner with our Continuous Improvement and wider customer care teams to champion the ‘Customer’ through process design improvements and ensure we are delivering against strategic KPI’s and business goals.Closely collaborate with wider business stakeholders, to ensure  target experiences  are coherent and influence roadmaps to deliver best in class customer care experiencesA Customer champion who represents the customer voice in key forums and recognised as a go to person for customer impacting business initiativesInfluence customer care’s experience priorities, through data led, evidence-based assessments, and bringing findings to life through creative storytelling approachesDocumenting Customer Journey maps for both current state and target state experiencesBalancing creating strong story’s with developing detailed business cases to support gaining buy in to critical change and where required, business investmentCollaborate with a team of customer journey and continuous improvement professionals to define and importantly deliver CX and value based improvementsLeading primary and secondary customer research approaches to bring competitor/comparator views on experiences, and for benchmarking CXSupporting our culture by championing Diversity, Equity & Inclusion strategies.

QualificationsWe are looking for somebody who is a seasoned customer experience fanaticYou will be experienced in delivering large scale and more tactical improvements to Customer ExperienceYou will have experience with Customer Journey methodologies including Journey Mapping, Service Blueprinting and Customer ResearchYou will be experienced in working with cross functional delivery teamsYou will be a seasoned customer strategist who can think big as well as execute on the fly.Familiar in agile methodologies as well as the product life cycleYou will be able to communicate to all levels of hierarchy in an organisation, lead through doing whilst also being able to deliver through othersYou will be familiar with using technology to drive improvements including but not limited to automation and AIYou will be seasoned in using self-serve solutions and experience design to drive both efficiencies as well improvements in the ASOS customer experienceBachelor’s / Master’s degree in related field, or relevant and demonstrated experience, with a keen eye on customer experience strategy development and alignment with broader business strategy and prioritiesSignificant experience in eCommerce/digital, ideally in building new customer experiencesSomeone who is connected to what’s happening externally and has their finger on the pulse when it comes to customer experience and customer service operations trends

Additional Information

BeneFITS’

Employee discount (hello ASOS discount!)ASOS Develops (personal development opportunities across the business)Employee sample salesAccess to a huge range of LinkedIn learning materials25 days paid annual leave + an extra celebration day for a special momentDiscretionary bonus schemePrivate medical care schemeFlexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits

Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.