The Associate Product Specialist offers a route into a product career, supporting the success of the ASOS Customer Help experience – the Customer Care digital platforms and tools that ensure our technology and frontline teams are equipped to deliver seamless, efficient and high-quality customer experiences.
Sitting within Customer Experience, this role focuses on supporting the optimisation and evolution of customer- and advisor-facing products and journeys, working alongside Product Specialists, Product Managers and Engineering to help translate business needs into practical solutions. It’s a great opportunity to build product craft and deep subject matter knowledge of the ASOS Customer Help experience.
Working with guidance and support from more experienced colleagues, you’ll use data, insight and frontline feedback to help improve performance, usability and customer outcomes within a defined and well-scoped area.
Associate Product Specialists support our product mission and vision and do not own product vision or product strategy. You’ll focus on contributing to execution, optimisation and enablement within a defined product domain – learning the discipline while delivering real value.
The Details
Support the continuous improvement of specific Customer Care products, tools or journeys, helping ensure they meet business and customer needs
Help translate operational and customer requirements into clear product changes, with guidance from Product Specialists and Product Managers
Bring frontline insight into product discussions, representing the ASOS customer and our advisor colleagues at a task and feature level
Support the delivery and rollout of product changes, assisting with implementation, adoption and minimising disruption to operations
Monitor and report on the performance of digital care tools and journeys, helping to identify opportunities to improve efficiency, quality and customer satisfaction
Work with Technology and Operations teams to help remove friction and improve experience outcomes
Contribute insight and evidence to support roadmap prioritisation
Help document and maintain current and target state journey flows, keeping information accurate and up to date
Support experimentation and test-and-learn activity, helping to gather and interpret data and feedback
Promote the effective use of automation, AI and self-service capabilities to drive efficiency and enhance the advisor and customer experience
Support change adoption, assisting with training, comms and engagement with frontline teams
Work in line with the broader Customer Care strategy and global operating requirements
Support 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. 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. We blend our flair for fashion with our love of cutting- edge technology, but more importantly were interested in how we can bring the best out of you.
We exist to give people 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 judgment, and channel your creativity into a platform used by millions.
/02 Job Qualifications
About You
Some experience in Customer Care, Digital Care, Customer Experience or an operational or product environment – or a strong desire to build a career in product
An interest in improving digital tools, journeys or processes and a willingness to learn
Comfortable working within cross-functional teams including Product, Engineering and Operations
Developing skills in using data, insight and customer feedback to support improvements and prioritisation
Awareness of customer journey mapping, service design or process optimisation methodologies, with a willingness to develop
Keen to work in agile environments and within product delivery frameworks
Good communication skills, with the ability to work collaboratively across teams
Curious about how technology, automation and AI can improve operational performance and customer experience
An intent to develop commercial awareness, with an interest in efficiency, cost-to-serve and customer outcomes
Organised, proactive and eager to learn, with a genuine interest in customer experience and continuous improvement
/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
Fixed Annual Payment in addition to your salary each year, it's just an extra thank you from us
Private medical care scheme
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
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what our people say
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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.
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 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.