Head of Engineering (Customer Experience) in London

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. 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

At ASOS, we’re passionate about bold, seamless digital experiences. As Head of Engineering, Customer Experience, you’ll lead a team of ~40 engineers and scientists across five squads, shaping how millions of customers discover, shop, and trust our products, without ever touching or trying them on. CX is at the heart of our brand. As we scale, we have a unique opportunity to redefine how customers experience ASOS. By unlocking advanced personalisation and delivering consistent, connected journeys across web and app, you’ll help set new standards for engagement, speed, and reliability. You will deliver and maintain the home page, the product detail pages and ensure that our customers are presented with ASOS content and product information in an immersive way. You will constantly look for new technologies that can differentiate the ASOS online experience from our competitors. Your focus: craft a unified, personalised customer journey that excites, engages, and drives lifetime value. You’ll empower 5 Engineering Leads, partner with the Head of Product for CX, and deliver against a Tech & Product roadmap that drives innovation and customer impact. This is your chance to shape the future of fashion e-commerce at scale. 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.

What You’ll Be Doing

• Defining Vision & Strategy: Set and execute the technology strategy for customer experience, aligning with ASOS’s business and product goals.
• Team Leadership: Inspire, mentor, and develop a high-performing engineering team, fostering growth and technical excellence.
• Engineering Excellence: Champion robust, scalable, and high-performing platforms that deliver immersive and trustworthy customer experiences.
• Cross-Functional Collaboration: Work closely with Product, Design, and Customer teams to bring innovative digital experiences to life.
• Driving Innovation: Adopt modern technologies, frameworks, and architectures to enhance speed, agility, and quality.
• Customer Focus: Ensure all solutions balance innovation with reliability, accessibility, and customer needs.
• Culture Building: Embed a culture of curiosity, continuous improvement, and empowerment within the engineering teams.

Qualifications

What We’re Looking For

• Proven experience leading engineering teams focused on customer experience and digital products, ideally within e-commerce or consumer technology.
• Track record of leading teams responsible for high-traffic, high-user online applications, with experience scaling engineering organisations to support demanding digital environments.
• Strong technical background, with hands-on engineering experience and deep knowledge of modern practices, frameworks, and architectures.
• Experience delivering mobile and web applications that delight and inspire customers.
• Understanding of search, experimentation, video technologies, and AI applications to enhance customer journeys.
• Strategic thinker, comfortable with both vision-setting and technical detail.
• Highly collaborative, with experience partnering across Product, Design, Commercial, and Data functions.
• Innovative mindset, able to anticipate industry trends and translate them into practical solutions with measurable impact.

Additional Information

• Employee discount (hello ASOS discount!)
• Employee sample sales
• 25 days paid annual leave + an extra celebration day for a special moment
• Discretionary bonus scheme
• Private medical care scheme
• Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
• Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role