Customer Journey Manager

ASOS; Watford; On-site; GBP 50,000 - GBP 70,000; Full time

Job summary

A leading fashion retailer is looking for a Customer Journey Manager to enhance customer care and experience. This role involves designing customer journeys, collaborating with cross-functional teams to implement improvements, and being the subject matter expert. The ideal candidate will have substantial experience in customer experience strategies, journey mapping, and agile methodologies. The position offers considerable benefits, including employee discounts and performance-related bonuses, while promoting a vibrant and inclusive culture.

Benefits

Employee discount

Employee sample sales

25 days paid annual leave

Performance related bonus

Private medical care scheme

Personalized learning opportunities

Qualifications

• Experience with journey mapping and service blueprinting.
• Familiarity with customer experience improvement strategies.
• Ability to communicate across all levels of the organization.

Responsibilities

• Lead customer journey design and improvements.
• Collaborate with cross-functional teams to enhance customer experience.
• Document and drive improvements based on customer feedback.

Skills

Customer journey methodologies

Cross-functional team collaboration

Customer research

Agile methodologies

Tools

Automation tools

AI technologies

Job description

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.

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.

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

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.