ASOS Jobs Near Me – Customer Journey In Lurgan

Overview

Position Title: Customer Journey

Company:  ASOS

Location:  Lurgan, United Kingdom

Job Description

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.
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.

 

Responsibilities:

• Develop strong relationships and influence working group, including; CI manager, CI leads and wider business contacts e.g. UX,
• Product Managers, Territory Managers to re-design key customer processes/policies and interventions at all customer touchpoints.
• Takes responsibility for owning an end to end journey and the associated insights and analysis that will show the customers throughput journey and highlight points of pain and delight. Initiates the analysis and interpretation of, initially focusing on the
• Customer care element of the journey, but then quickly developing the full end to end scope and creating a focused set of stakeholders across ASOS that can influence every step of the journey.
• Collating and summarising key journey performance data and taking it into a wide range of business forums inc. CC CI board and Executive Customer Board

 

Requirements:

• Work closely with I&A and core strategic pillar squads to identify, decipher, articulate and create well defined improvement activities to the core journey, based on fact
• Carry out mystery shopping, in order to benchmark and learn about elements of the journey with other retailers and best in class verticals
• Work closely with CI manager and leads, using LEAN and Six Sigma methodology, to identify and quantify critical customer friction points through detailed root cause analysis
• Define, create (with I&A resource) and monitor an e2e journey Dashboard. Set and manage KPIs across a journey in order to set improvement targets through the year.