Product Specialist

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. 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.

Responsibilities

Own and continuously improve defined Customer Care products, tools and journeys, making sure they meet customer, advisor and business needs; Translate operational and customer needs into clear product requirements and enhancements, and document current and future-state journeys and processes; Be a key voice for Customer Care Operations, bringing frontline insight and customer feedback into product discussions, prioritisation and roadmap decisions; Work with Product, Engineering, Technology and Operations teams to remove friction and improve end-to-end customer and advisor experiences; Lead the delivery and rollout of product enhancements in your area, supporting frontline teams through training, communications and engagement to drive adoption; Monitor and analyse how digital care tools perform, finding ways to improve efficiency, quality, customer satisfaction and operational effectiveness; Drive experimentation and continuous improvement, testing opportunities through data, feedback and trials, and providing evidence-based recommendations; Support the adoption of automation, AI and self-service capabilities to improve customer outcomes and operational efficiency; Make sure solutions align with the wider Customer Care strategy and global operating requirements; Guide and support Associate Product Specialists by sharing knowledge and best practice, and champion Diversity, Equity & Inclusion in both design and ways of working

Requirements

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; Passionate about delivering better experiences for customers and advisor colleagues

Benefits

Employee 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; Opportunity for personalised learning and in-the-moment experiences