Digital Care Lead - 12 month FTC
ASOS.com Watford, England, United Kingdom
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 are proud members of Inclusive Companies, 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 Digital Care Lead is accountable for driving the performance and continuous evolution of our AI Assistant, delivering best-in-class, AI-powered customer care experiences.
The role ensures every interaction creates moments that matter, provides personalization and value, and is underpinned by agility and efficiency. As a Digital Care Lead you will use customer insights, journey design, and SOP governance to drive optimisation and improve containment of the Customer Care AI Assistant. You’ll reduce friction and drive customer satisfaction whilst maintaining best-in-class customer experience. You’ll lead design workshops, guide the digital care analysts, and collaborate across squads to ensure smooth deployments and continuous improvement aligned to business strategy.
Details
* Champion the voice of the customer by leveraging insights to design AI-driven journeys and conversations that create meaningful help experiences.
* Lead design workshops and own the end-to-end journey design process, including requirements gathering, business process mapping, and SOP development for AI Assistant Global Customer Journeys.
* Maintain and optimise the Global AI Assistant Performance by continuously improving journeys, knowledge and SOPs to drive containment and deliver best-in-class CX/UX.
* Facilitate and be accountable for all AI Assistant Knowledge and Standard Operating Procedures (SOPs), ensuring consistency, compliance, and alignment with business processes.
* Use data-driven insights to identify customer friction and failure points, improving and enhancing the AI Assistant’s effectiveness.
* Ensure future business needs and processes are reflected in the AI Assistant while driving personalization and value for customers.
* Work AGILE within the squad, collaborating closely with the Squad Lead to ensure smooth deployments and alignment with wider business changes.
* Guide Digital Care Analysts to support optimisation activities and embed best practices.
* Take guidance from the Senior Digital Care Manager to maintain strategic vision and deliver against the Customer Care’s mission.
* Communicate key learnings to stakeholders, closing feedback loops and fostering connected people across teams.
Qualifications
* The ability to work in a fast paced, ever changing environment.
* Experience to collaborate effectively to improve customer and digital help experience.
* Profound knowledge of ASOS customer care processes & business policies.
* Agile skills that contribute to goal achievements in a project setting.
* An approachable team player, building a relationship of trust.
* Communicates clearly and concisely to customers and colleagues.
* Experience working effectively with stakeholders across the business.
* A self-starter, flexible and able to adapt to changing circumstances.
* Demonstrates organisation and time management skills.
* Data driven, can work with data confidently to deliver performance, trend and opportunity analysis.
* Ability to multi-task effectively and prioritises tasks correctly, completing work to deadlines.
* German speaking is preferred but not essential.
Benefits
* Employee discount (hello ASOS 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, it's just an extra thank you from us
* Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.
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.
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