Customer Support Executive - Immediate Start in Watford

We’re ASOS, the online retailer for fashion lovers all around the world. 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.

The Customer Journey Manager is a critical role in delivering the Customer Care strategy and customer experience goals. 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.
• Influence customer care’s experience priorities, through data led, evidence-based assessments, and bringing findings to life through creative storytelling approaches.
• Balancing creating strong stories with developing detailed business cases to support gaining buy in to critical change and where required, business investment.
• 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. 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.

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. Familiar in agile methodologies as well as the product life cycle. 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.

Employee discount (hello ASOS discount!) ~ 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.