Customer Journey Manager

Job Description

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.

But how are we showing up? 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

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.

The Details

• 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 story’s 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. 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

• 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

Additional Information

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.