Watford

Product Specialist

Job type
Full Time
Level
Associate
Apply now

Your Role

About the Role

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.

The Details

  • Own and continuously improve defined Customer Care products, tools and journeys, making sure they meet customer, advisor and business needs
  • Translate operational and customer needs into clear product requirements and enhancements, and document current and future-state journeys and processes
  • Be a key voice for Customer Care Operations, bringing frontline insight and customer feedback into product discussions, prioritisation and roadmap decisions
  • Work with Product, Engineering, Technology and Operations teams to remove friction and improve end-to-end customer and advisor experiences
  • Lead the delivery and rollout of product enhancements in your area, supporting frontline teams through training, communications and engagement to drive adoption
  • Monitor and analyse how digital care tools perform, finding ways to improve efficiency, quality, customer satisfaction and operational effectiveness
  • Drive experimentation and continuous improvement, testing opportunities through data, feedback and trials, and providing evidence-based recommendations
  • Support the adoption of automation, AI and self-service capabilities to improve customer outcomes and operational efficiency
  • Make sure solutions align with the wider Customer Care strategy and global operating requirements
  • Guide and support Associate Product Specialists by sharing knowledge and best practice, and champion Diversity, Equity & Inclusion in both design and ways of working

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.

/01 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

/02 Job Qualifications

About You

  • Experience within Customer Care, Digital Care, Customer Experience, Product Operations or a related operational product environment
  • Proven ability to deliver improvements to digital tools, journeys or processes that drive measurable customer or business outcomes
  • Comfortable working autonomously while collaborating effectively with Product, Engineering and Operational teams
  • Strong analytical skills with the ability to use data, insight and customer feedback to inform decisions and prioritisation
  • Experience using customer journey mapping, service design or process improvement methodologies
  • Good understanding of agile ways of working and experience contributing within product delivery environments
  • Strong communication and stakeholder management skills, with the ability to influence decisions through evidence and insight
  • Interest in leveraging automation, AI and technology to improve experiences and efficiency
  • Commercial awareness, with an understanding of the relationship between customer experience, operational performance and cost-to-serve
  • Passionate about delivering better experiences for customers and advisor colleagues

You’ll play an important part in shaping how Customer Care operates at ASOS – working at the heart of digital transformation and building the skills to enable better tools, better experiences, and better outcomes for both customers and advisors.

/03 Additional Info

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, it's 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
ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech ASOS Tech

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The Work

Make bold moves with strong backing and serious support.

Tech enables our current success as much as our future growth, that's why our tech stack is seriously impressive. If you've got a great idea, we'll help you run with it. Our people are our greatest asset and we're always looking for new challengers who want to help us grow. 

The Potential

Boost your skills and accelerate your ambitions.

If you get a buzz out of learning new things every day, you'll love it here. We give everyone the freedom, time and investment to discover what's possible - and explore where we might go next. How far you want to take your career is up to you. 

The Culture

Feel encouraged, empowered and heard as part of our expert team.

Join us and you'll be part of a supportive, fun and friendly team of progressive thinkers, listeners and doers – all working together to solve some of the most exciting and complex tech challenges. 

The Prospects

Harness extraordinary opportunity at pace and at scale.

We're just getting started with our global ambitions. Our tech team are at the heart of it all, seizing opportunities and making disruptive breakthroughs that have a real business impact in an industry leading way. We already know who we want to become. Do you?

Team Culture

As A Team We Never Sit Still

We always have to move fast. And we rise to the challenges that come with being such a fast-growing business. After all, we wouldn’t be where we are today if we did things the same as everyone else.

Our Tech
Training @ ASOS

Whatever experience you have, there’s always a chance to grow and develop your skills further at ASOS. 

What’s It Like To Be
An Engineer @ ASOS?

From our great opportunities to even greater teams, find out why becoming an engineer at ASOS could be your perfect career move.

what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say

Zijiao Li

Tech @ASOS

I love working at ASOS in my team because of the great atmosphere. From day one I already felt like being part of the team, everyone is so friendly, approachable and willing to help. It’s the place where you feel trusted and are given the opportunities & time to explore your full potential. As someone who just relocated to London, I also appreciate the international and cultural diverse environment – it’s ok to be whoever you want to be!

Amy Richardson

Tech @ASOS

As a software engineer with a love for fashion, I feel extremely lucky to be part of a fashion company that priorities technology, innovation and customer experience to the same degree as their clothing.

Si Jobling

Tech @ASOS

As someone who left ASOS after 7 years but came back, it speaks volumes how much I love working at ASOS. The obvious reason is the people, not just in Tech but beyond. There's an unspoken respect and authenticity between everyone who works here

  • Zijiao Li

    Tech @ASOS

    I love working at ASOS in my team because of the great atmosphere. From day one I already felt like being part of the team, everyone is so friendly, approachable and willing to help. It’s the place where you feel trusted and are given the opportunities & time to explore your full potential. As someone who just relocated to London, I also appreciate the international and cultural diverse environment – it’s ok to be whoever you want to be!

  • Amy Richardson

    Tech @ASOS

    As a software engineer with a love for fashion, I feel extremely lucky to be part of a fashion company that priorities technology, innovation and customer experience to the same degree as their clothing.

  • Si Jobling

    Tech @ASOS

    As someone who left ASOS after 7 years but came back, it speaks volumes how much I love working at ASOS. The obvious reason is the people, not just in Tech but beyond. There's an unspoken respect and authenticity between everyone who works here
what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say what our people say
EXTRAS

Benefits

We’re big on rewarding our ASOSers from day one. Benefits are great when you can flex them! That’s why we offer a wide choice of benefits focused on health, wealth, and your inner self – so you can personalise your reward package in a way that’s best for you. Here’s a taster of what you can get.

  • Employee Discount

    The most asked-about benefit! As an ASOSer, you’ll receive an exclusive employee discount. You can also nominate a family member or friend to share your discount with.

  • Pension

    Retirement might not be on your mind right now, but it’s important to prep for it. We offer matched contributions up to 5% to help you save.

  • Private Medical Care scheme

    If you join our Private Medical Care scheme, you’ll get fast and effective access to medical cover. 

  • Celebratory Day!

    Get an extra day off in addition to the 25 days of annual leave you get! Spend it celebrating the big days in life, whether it’s birthdays, cultural holidays, weddings and anything else.

  • Shuttlebus Service (if you're based in our Leavesden office)

    It’s more of a work perk, but we offer a free shuttlebus between Watford station and our office in Leavesden.

  • Sample Sales

    We’ve always got fun things happening in our offices, but the one ASOSers get most excited about is our sample sales. Plus, all proceeds from the sample sale get donated to the ASOS Foundation, which helps our charity partners abroad. 

  • Career Development

    You’ll have the opportunity for personalised learning and in-the-moment experiences to create a dynamic and agile learning environment that empowers you to thrive and excel in your role.

  • Summer Hours

    We finish at 3pm on Fridays in June, July and August!! This perk doesn’t mean a dip in your salary – it just gives you extra freedom to enjoy those summer weekends however you want.

  • Fixed Annual Payment

    You'll be given a fixed annual payment depending on your level, in addition to your salary, as a thank you for all your hard work.

Location

Our Leavesden office, Hertfordshire.

This is where our Customer Care and Operations teams do their amazing work – right next to the Harry Potter studios! Our Leavesden office has a subsidised canteen, free gym, beauty rooms, free on-site parking and a useful shuttlebus service to and from Watford station.

Interview Preparation

Remote interviews at ASOS 

Have a remote interview? Want some tips about interviewing virtually? 
 
If you're interviewing at ASOS, you'll probably have an opportunity to do a remote virtual interview. So we thought we'd drop some wisdom and tips on how you can be your best self through a screen. 

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Recruitment
Process

  • Apply

    Seen a job that sounds up your street? Hit apply to start your ASOS interview journey. 

  • Recruiter & Hiring Team Review

    Now it's over to us. A Recruiter will review your application, and if you meet our criteria, it will be shortlisted and shared with the Hiring Manager for review. They'll take a closer look at your experience, skills and the value you could bring to ASOS. 

  • Recruiter Screen

    If selected, a Recruiter will send you an invitation to self-schedule a screening call with them to find out more about you, your experience and the expectations of the role. Some of our roles may require you to complete an online assessment in advance of the Recruiter call. 

  • Interview Selection

    Across our Tech and Product roles you can expect a combination of interviews and assessments designed to help us understand your experience, skills and approach to solving problems. 

    Depending on the role, this may include a behavioural interview with the hiring manager, a technical assessment such as a take-home coding exercise or live coding session via HackerRank, and/or a case study where you'll tackle a challenge relevant to the role and discuss your thinking with the interview team. 

    We'll let you know exactly what to expect at each stage and provide any guidance you need along the way. Our aim is to create a fair, engaging and inclusive process that gives you the best opportunity to showcase your strengths while learning more about the role and life at ASOS. 

  • Decision and Onboarding

    It's time for the final decision! We'll review the feedback from your interview and call you with the outcome of your application. Good luck! 

Apply now