Digital Care Lead - FTC

Responsibilities

• Champion the voice of the customer by leveraging insights to design AI-driven conversational journeys and create meaningful customer help experiences.
• Drive automation adoption by supporting initiatives that scale self-service and digital-first care.
• Lead design workshops and own the end-to-end journey design process, including requirements gathering, business process mapping, and SOP development for AI Assistant Global Customer Journeys.
• Govern and optimise AI Assistant performance by improving journeys, knowledge, and SOPs using conversational AI platforms.
• You’ll own key metrics such as containment, resolution rate, NPS, and sentiment.
• Use data-driven insights to identify customer friction and failure points, improving and enhancing the AI Assistant’s effectiveness.
• Ensure future business needs and processes are reflected in the AI Assistant while driving personalisation and value for customers.
• Collaborate across squads, leading workshops and influencing product, tech, and cross-functional teams to deliver best-in-class experiences.
• Guide the Digital Care Analysts to support optimisation activities and embed best practices.
• Take guidance from the Senior Digital Care Manager to maintain a strategic vision and deliver against the Customer Care mission.
• Communicate key learnings to stakeholders, closing feedback loops and fostering strong collaboration across teams.
  At ASOS, we’re redefining what great Customer Care looks like in a digital-first world. As a Digital Care Lead, you’ll play a pivotal role in shaping the future of our AI-powered Customer Care Assistant and ensuring millions of customers enjoy seamless, friction-free experiences.

As the Digital Care Lead, you’ll shape the future of ASOS’s customer experience by leveraging AI to reduce friction and delight customers globally. You’ll have exposure to cutting-edge AI and automation and use customer insights to drive optimisation and improve containment. Reduce friction and drive customer satisfaction whilst maintaining best-in-class customer experience. You’ll lead design workshops, guide the digital care analysts, and collaborate across squads to ensure smooth deployments and influence ASOS’s Customer Care strategy.

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.