Product Specialist 7 month FTC

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.

Everyone needs some help showing up as their best self. We're Disability Confident Committed - let our Talent team know if you need any reasonable adjustments throughout the recruitment process

The Product Specialist plays a key role in enabling the success of the ASOS Customer Help experience, ensuring our digital platforms, tools and processes deliver seamless and efficient experiences for both customers and frontline advisor teams.

Sitting within Customer Care Experience, this role is responsible for the optimisation and continuous improvement of customer- and advisor-facing products and journeys. Working closely with Product Managers, Engineering and Operational teams, you'll translate business and customer needs into practical solutions that improve performance, usability and business outcomes.

As an established individual contributor, you'll operate with a good degree of autonomy within a defined product domain. You'll use data, customer insight and operational expertise to identify opportunities, shape improvements and ensure successful delivery and adoption of product changes. You'll be a recognised subject matter expert within your area and play an important role in connecting operational needs with product execution.

Product Specialists support our product mission and vision and do not own product vision or end-to-end product strategy. That accountability sits with Product Managers. Instead, you'll focus on execution, optimisation and enablement, helping ensure that products deliver measurable value for customers, advisors and the business.

• Own and continuously improve defined Customer Care products, tools and journeys, ensuring they effectively meet customer, advisor and business needs
• Translate operational and customer requirements into clear product enhancements and changes, working closely with Product Managers and Engineering teams
• Act as a key voice of Customer Care Operations, bringing frontline insight and customer feedback into product discussions and prioritisation decisions
• Lead the delivery and rollout of product enhancements within your domain, supporting successful implementation and adoption
• Monitor and analyse the performance of digital care tools and experiences, identifying opportunities to improve efficiency, quality, customer satisfaction and operational effectiveness
• Collaborate with Technology, Product and Operations teams to remove friction and improve end-to-end customer and advisor experiences
• Contribute evidence, insight and recommendations to support roadmap prioritisation and decision-making
• Document and maintain current and future-state customer journeys, processes and product requirements
• Drive experimentation and continuous improvement initiatives, validating opportunities through data, feedback and testing
• Support the adoption of automation, AI and self-service capabilities to improve customer outcomes and operational efficiency
• Partner with frontline teams to support change adoption through training, communications and engagement activities
• Ensure solutions align with broader Customer Care strategy and global operating requirements
• Provide guidance and support to Associate Product Specialists, sharing knowledge and best practice where appropriate
• Support our culture by promoting Diversity, Equity & Inclusion in both design and ways of working

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