Change Lead; 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.

As a Change Lead, you'll work with Customer Care and wider ASOS. The customer operations teams, both in house and outsourced will be key stakeholders for you at all points during the change lifecycle.

You'll ensure that Customer Care have early visibility and understanding of all change being delivered by the wider business, and that new features/initiatives are fully impact assessed from a customer care business perspective. You will facilitate and collaborate across all parts of ASOS, co-ordinating all activities for a successful Customer Care launch. You'll work with stakeholders across Insight & Analytics/Planning/Customer Change/Operations and the wider business.

The Change lead role will ensure our customer operations teams are set up for success to support go live for new initiatives.

At any time, ASOS have multiple initiatives ready to launch to our customers to improve their shopping experience, the partner lead role will maintain awareness of this activity being a gatekeeper of ASOS Growth change. You will maintain both ASOS Growth change impact as well as governing and controlling the change agenda and product roadmap that we ask for of our partners.

We want someone who can't wait to jump in and coordinate all these activities.

• Producing impactful and high-quality impact assessments to support communication with ASOS Partners that demonstrate value and purpose, bringing customer care operations to life within the wider business
• Supporting new initiatives for roll out and launch, working across varied business stakeholders.
• You'll be an expert on our current customer support models (self-serve and contact centre) and understand the capability of those models, working with our key technology partners to provide valuable input into projects and initiatives
• Educating ASOS partners on Customer Care and its support functions
• Managing the roll out process where needed, including monitoring data through I&A, communications and funnelling this back into the business where required
• Making sure that Customer Care Operations are kept up to speed on new launches and are fully ready to ope rationalise changes to continue serving our customers, ideally planning to a minimum of 3 months out
• Showcasing our opportunity to influence and steer changes to protect Customer Care whilst improving the customer experience
• Escalating business critical fall out items that will impact the operating of our contact centre escalating to partner managers where you are unable to resolve yourself
• Utilising the tools available to plan/document and co-ordinate Change Delivery team activities
• Tracking and planning downstream change agenda and our Change Delivery planner boards
• Supporting our culture by championing Diversity, Equity & Inclusion strategies
• Improving the lead time for Customer Care to be fully prepared for change impact from our partners
• Improving the engagement across the business on our processes to engage with CC. Iterating our processes to support the needs of varied partners
• Delivering change with minimal impact to the operation – both our customer care advisors and our customers
• Following our internal governance processes to ensure change is fully understood and signed off by key internal stakeholders

• Ability to work in a fast paced, ever changing environment
• Experience working with CC stakeholders, ASOS teams and external partners
• Profound knowledge of ASOS customer care processes & business policies
• Agile skills that contribute to goal achievements in a project setting
• An approachable team player, building a relationship of trust
• Communicates clearly and concisely to…