Customer Journey Manager

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.

Youll 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 KPIs 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 cares 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 storys 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. 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

• 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 whats 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.

Remote Work :

No

Employment Type :

Full-time