Digital Care Lead 12 month FTC

At ASOS were redefining what great Customer Care looks like in a digital-first world. As a Digital Care Lead youll 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 youll shape the future of ASOSs customer experience by leveraging AI to reduce friction and delight customers globally.

Youll 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.

Youll lead design workshops guide the digital care analysts and collaborate across squads to ensure smooth deployments and influence ASOSs Customer Care Strategy

The Details

• Champion the voice of the customer by leveraging insights to design AI-driven conversational journeys and create meaningful customer help experiences.
• Drive automation adoption by supporting initiatives that scale self-service and digital-first care.
• 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.
• Govern and optimise AI Assistant performance by improving journeys knowledge SOPs using conversational AI platforms.
• Youll own key metrics such as; containment resolution rate NPS and sentiment
• Use data-driven insights to identify customer friction and failure points improving  and enhancing the AI Assistants effectiveness.
• Ensure future business needs and processes are reflected in the AI Assistant while driving personalisation and value for customers.
• Collaborate across squads by leading on workshop and influence product tech and cross functional teams to deliver best in class experiences
• Guide the 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 Cares mission.
• 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. Thats why our approach to working together includes spending at least 3 days a week in the office. Its 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

• 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.
• Experience with GenAI or conversational AI platforms is preferred but not essential.
• German speaking is preferred but not essential.

Additional Information :

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 its 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.

Why take our word for it Search #InsideASOS on our socials to see what life at ASOS is like.

Remote Work :

No

Employment Type :

Full-time