Job Description
At ASOS, we’re redefining what great Customer Care looks like in a digital-first world. As a Digital Care Lead, you’ll play a pivotal role in shaping the future of our AI-powered Customer Care Assistant and ensuring millions of customers enjoy seamless, friction-free experiences.
As the Digital Care Lead, you’ll shape the future of ASOS’s customer experience by leveraging AI to reduce friction and delight customers globally.
You’ll have exposure to cutting-edge AI and Automation and use customer insights to drive optimisation and improve containment. 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 influence ASOS’s Customer Care Strategy
The Details
1. Champion the voice of the customer by leveraging insights to design AI-driven conversational journeys and create meaningful customer help experiences.
2. Drive automation adoption by supporting initiatives that scale self-service and digital-first care.
3. 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.
4. Govern and optimise AI Assistant performance by improving journeys, knowledge, SOPs using conversational AI platforms.
5. You’ll own key metrics such as; containment, resolution rate, NPS and sentiment
6. Use data-driven insights to identify customer friction and failure points, improving and enhancing the AI Assistant’s effectiveness.
7. Ensure future business needs and processes are reflected in the AI Assistant while driving personalisation and value for customers.
8. Collaborate across squads, by leading on workshop and influence product, tech, and cross functional teams to deliver best in class experiences
9. Guide the Digital Care Analysts to support optimisation activities and embed best practices.
10. Take guidance from the Senior Digital Care Manager to maintain strategic vision and deliver against the Customer Care’s mission.
11. Communicate key learnings to stakeholders, closing feedback loops and fostering strong collaboration across teams.
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.
Qualifications
About you
12. The ability to work in a fast paced, ever changing environment.
13. Experience to collaborate effectively to improve customer and digital help experience.
14. Profound knowledge of ASOS customer care processes & business policies.
15. Agile skills that contribute to goal achievements in a project setting.
16. An approachable team player, building a relationship of trust.
17. Communicates clearly and concisely to customers and colleagues.
18. Experience working effectively with stakeholders across the business.
19. A self-starter, flexible and able to adapt to changing circumstances.
20. Demonstrates organisation and time management skills.
21. Data driven, can work with data confidently to deliver performance, trend and opportunity analysis.
22. Ability to multi-task effectively and prioritises tasks correctly, completing work to deadlines.
23. Experience with GenAI or conversational AI platforms is preferred but not essential.
24. German speaking is preferred but not essential.
Additional Information
BeneFITS’
25. Employee discount (hello ASOS discount!)
26. Employee sample sales
27. 25 days paid annual leave + an extra celebration day for a special moment
28. Private medical care scheme
29. Fixed Annual Payment in addition to your salary each year, it's just an extra thank you from us
30. 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.