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- Tasks: Lead customer journey design to enhance ASOS's customer experience and remove friction.
- Company: Join ASOS, a global fashion retailer that champions creativity and inclusivity.
- Benefits: Enjoy employee discounts, 25 days leave, private medical care, and personalised learning opportunities.
- Why this job: Make a real impact on customer experiences while working in a vibrant, collaborative environment.
- Qualifications: Experience in customer journey methodologies and a passion for enhancing customer experiences.
- Other info: Work in a dynamic team with excellent career growth and a focus on diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
- Work closely with the Senior Customer Care Experience Manager to define the ASOS target 'service experience' looking at end to end customer care journeys.
- Partner 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 experiences.
- A Customer champion who represents the customer voice in key forums and recognised as a go to person for customer impacting business initiatives.
- Influence customer care's experience priorities, through data led, evidence-based assessments, and bringing findings to life through creative storytelling approaches.
- Documenting Customer Journey maps for both current state and target state experiences.
- Balancing creating strong stories with developing detailed business cases to support gaining buy in to critical change and where required, business investment.
- Collaborate with a team of customer journey and continuous improvement professionals to define and importantly deliver CX and value based improvements.
- Leading primary and secondary customer research approaches to bring competitor/comparator views on experiences, and for benchmarking CX.
- Supporting 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.
About You
- We are looking for somebody who is a seasoned customer experience fanatic.
- You will be experienced in delivering large scale and more tactical improvements to Customer Experience.
- You will have experience with Customer Journey methodologies including Journey Mapping, Service Blueprinting and Customer Research.
- You will be experienced in working with cross functional delivery teams.
- You 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 cycle.
- You will be able to communicate to all levels of hierarchy in an organisation, lead through doing whilst also being able to deliver through others.
- You will be familiar with using technology to drive improvements including but not limited to automation and AI.
- You will be seasoned in using self-serve solutions and experience design to drive both efficiencies as well improvements in the ASOS customer experience.
- Keen eye on customer experience strategy development and alignment with broader business strategy and priorities.
- Significant experience in eCommerce/digital, ideally in building new customer experiences.
- Someone 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.
Benefits
- Employee discount (hello ASOS discount!)
- Employee sample sales.
- 25 days paid annual leave + an extra celebration day for a special moment.
- Performance related bonus.
- Private medical care scheme.
- Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.
Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.
Customer Journey Manager in Watford employer: ASOS
Contact Detail:
ASOS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journey Manager in Watford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at ASOS. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer journey management. We recommend role-playing with a friend to get comfortable and confident.
✨Tip Number 3
Show your passion for customer experience! During interviews, share specific examples of how you've improved customer journeys in the past. Let your enthusiasm shine through!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the ASOS team.
We think you need these skills to ace Customer Journey Manager in Watford
Some tips for your application 🫡
Be Yourself: At StudySmarter, we believe in authenticity. When you're writing your application, let your true self shine through. Share your unique experiences and perspectives that make you a great fit for the Customer Journey Manager role.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. Highlight your expertise in customer journey methodologies and how you've successfully implemented improvements in the past.
Show Your Passion: We love seeing enthusiasm! In your written application, express your passion for customer experience and how it drives you. Share examples of how you've championed customer needs in previous roles to demonstrate your commitment.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values.
How to prepare for a job interview at ASOS
✨Know Your Customer Journey
Make sure you understand the customer journey methodologies like Journey Mapping and Service Blueprinting. Be ready to discuss how you've applied these in previous roles, as this will show your expertise and passion for enhancing customer experiences.
✨Showcase Your Collaboration Skills
Since the role involves working cross-functionally, prepare examples of how you've successfully collaborated with different teams. Highlight specific projects where your teamwork led to improved customer care outcomes, demonstrating your ability to influence and drive change.
✨Bring Data to Life
ASOS values data-led decision-making, so come prepared with examples of how you've used data to inform customer experience strategies. Use storytelling techniques to illustrate your findings and make them relatable, showing how they can impact customer satisfaction.
✨Embrace Diversity and Inclusion
Familiarise yourself with ASOS's commitment to Diversity, Equity & Inclusion. Be ready to discuss how you've championed these values in your previous roles and how you plan to continue doing so at ASOS, aligning with their culture and goals.
