London

Head of Engineering (Customer Experience)

Job type
Full Time
Level
Mid-senior level
Apply now

Your Role

At ASOS, were passionate about bold, seamless digital experiences. As Head of Engineering, Customer Experience, youll operate at a Senior Leader level, owning a critical pillar of our customer-facing technology and playing a key role in shaping how engineering enables our commercial and brand ambitions.

Youll lead a team of ~40 engineers and scientists across five squads, accountable for the day-to-day and mediumterm delivery, quality, and evolution of our Customer Experience platforms. Your remit spans how millions of customers discover, shop, and trust our productswithout ever touching or trying them on.

Customer Experience sits at the heart of our brand. As we continue to scale, this role has a unique opportunity to translate strategic product vision into highimpact, wellexecuted engineering outcomes. By unlocking advanced personalisation and delivering consistent, connected journeys across web and app, youll raise the bar for engagement, performance, and reliability.

You will be responsible for the delivery and ongoing evolution of key customerfacing surfaces including the home page and product detail pages, ensuring customers experience ASOS content and product information in an immersive, intuitive, and inspiring way. Youll continuously evaluate emerging technologies and approaches, applying them pragmatically to differentiate the ASOS online experience from competitors.

Your focus is to craft and deliver a unified, personalised customer journey, balancing innovation with operational excellence. Youll empower and develop five Engineering Leads, partner closely with the Head of Product for CX, and deliver against a Tech & Product roadmap aligned to business priorities and customer outcomes. This role offers meaningful scope to influence direction, drive execution, and make a visible impact at scalewhile remaining close to delivery and 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.

What Youll Be Doing

  • Defining Vision & Strategy: Set and execute the technology strategy for customer experience, aligning with ASOSs business and product goals.
  • Team Leadership: Inspire, mentor, and develop a high-performing engineering team, fostering growth and technical excellence.
  • Engineering Excellence: Champion robust, scalable, and high-performing platforms that deliver immersive and trustworthy customer experiences.
  • Cross-Functional Collaboration: Work closely with Product, Design, and Customer teams to bring innovative digital experiences to life.
  • Driving Innovation: Adopt modern technologies, frameworks, and architectures to enhance speed, agility, and quality.
  • Customer Focus: Ensure all solutions balance innovation with reliability, accessibility, and customer needs.
  • Culture Building: Embed a culture of curiosity, continuous improvement, and empowerment within the engineering teams.

/01 Company Description

Were 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, youre free to be your true self without judgement, and channel your creativity into a platform used by millions.

But how are we showing up? Were 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.

/02 Job Qualifications

What Were Looking For

  • Proven experience leading engineering teams focused on customer experience and digital products, ideally within e-commerce or consumer technology.
  • Track record of leading teams responsible for high-traffic, high-user online applications, with experience scaling engineering organisations to support demanding digital environments.
  • Strong technical background, with hands-on engineering experience and deep knowledge of modern practices, frameworks, and architectures.
  • Experience delivering mobile and web applications that delight and inspire customers.
  • Understanding of search, experimentation, video technologies, and AI applications to enhance customer journeys.
  • Strategic thinker, comfortable with both vision-setting and technical detail.
  • Highly collaborative, with experience partnering across Product, Design, Commercial, and Data functions.
  • Innovative mindset, able to anticipate industry trends and translate them into practical solutions with measurable impact.

/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
  • Discretionary bonus scheme
  • Private medical care scheme
  • Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
  • Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role
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

Meet The Team

Meet Zijiao Li -
Tech @ ASOS

Meet Amy Richardson -
Tech @ ASOS

Meet Si Jobling -
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!
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.
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
our business values our business values our business values our business values our business values our business values our business values our business values our business values our business values our business values our business values our business values our business values our business values our business values
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We are Customer First

We couldn’t be ASOS without our customers.

Across every behaviour, value, and all that we do, we see everything through our customers’ eyes. That means never taking anything for granted and always zeroing in on every single detail. So we can always bring our best as a team, and our customers can have an amazing experience, every time. 

We are Authentic

We work together to be honest, transparent, and our full authentic selves.

This is our ASOS. Our culture, built on collaboration and togetherness, and supported by what’s real and honest. We know that we win bigger when we win as a diverse team. That means celebrating our differences and using them to help us stand out from the crowd, without losing our authenticity and individuality.

We are Brave

We challenge each other to aim high and reach our potential.

Doing nothing gets us nowhere. We may be proud of everything we’ve done so far, but there’s still so much more to explore. We believe we can always be wiser, faster, stronger, bigger, braver, kinder…so asking ‘why’ isn’t just a question, it’s a necessity. We use our voice to drive us forward, speaking up on the things our people and customers care about and using our curiosity to create possibility. 

We are Creative

We know innovation leads to inspiration – it’s what makes us stronger

Change is in our DNA. By acting fast and staying one step ahead of the curve, we can be a leader, not a follower. But for our products and platform to be innovative, they have to be fuelled by creative passion and a deep understanding of our customers and our people. 

We always Deliver

We couldn’t be excellent without evidence – so whatever we’re doing, we have proof of why we’re doing it.

It takes facts and data to tell our stories and help us make our decisions in the most effective way possible. This means we can do what we say and own what we do, no matter how long it takes us to do it. We aren’t about nonsense ifs, buts and maybes, we’re about creating an ASOS that’s built for future success on delivered success. 

Our Benefits

  • 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. 

  • Bonus

    What we achieve is always a team effort. That’s why we offer a discretionary bonus scheme which rewards you based on our group financial and strategic performance.

  • 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.

Location

Our HQ in London

Our HQ in Camden was once a cigarette factory – now, the iconic Art Deco building has been completely renovated with spacious office areas, ASOS Studios (where we shoot all our products), beauty rooms and a free gym. There’s also a subsidised canteen and café. 

Recruitment
Process

  1. Apply online

  2. Call back & Interview

  3. Decision & Onboarding

Apply now