Senior Customer Improvement Manager

**THE ROLE** The Senior Customer Improvement Manager is accountable for the E2E Customer Care (CC) customer improvement agenda, including process, policy based small-medium change from conception to execution, establishing and optimizing key business relationships, alongsideestablishing lean and agile practices across customer care. Areas of direct responsibility covers 3 core strategic capabilities - Continuous Improvement, Knowledge Management and Customer Journey Management. **THE TEAM** Our Customer Care vision is to deliver a frictionless service proposition, whereby through locally relevant, digital first interactions, we deliver truly value-led experiences. The quality of our Customer Care and the after-care experience is core to ourbrand proposition. This is underpinned by our Customer Experience Principles which are fundamental to our transformational journey. Our principles guide us in what our "fashion-loving twenty-somethings" care about the most when it comes to help and supportand are embedded in everything that we do. The Customer Change function sits within Customer Care (CC) and is the conduit for all change affecting Customer Care. We forge strong, lasting working relationships with key partners within CC and across the wider ASOS organisation to manage and deliverchange and transformation. **_What you’ll be doing _** **Strategic Thinking** - Own the customer, customer experience and TNPS/Customer Effort agenda for customer care - Through the introduction of journey managers develop and mature lean and agile ways of working incustomer change - Bring industry best practice in end to end journey management and work closely with I&A and central insight to implement strong collaboration ensuring mechanisms are in place to drive measurement, insight, and action - Take the lead on SLT and Director engagement in the customer improvement agenda and lead of Customer Board insight and updates from CC - Create clear prioritisation process for customer/experience driven process, people, and policy change, working closely with wider change leadership team and ways of working - Build the case for customer/experience-based change inc. methodology for business case development - Hold self-accountable and team/squad(s) responsible for delivery of TNPS stretch goals whilst creating more productive and efficient customer care processes **Functional Knowledge** - A SME on CC ways of working and operational practices in Customer Care and wider customer journeys, including industry best practice - Full accountability and ownership for establishing and overseeing process/knowledge management ways of working and governance for Customer Care - Have finger on the pulse of Customer Care operational performance metrics, strategic stretch goals and wider contact centre, customer experience transformation trends **Business Expertise** - Accountability for the CC Lean/Improvement practice and ways of working, working closely with central operational excellence to align on best practice and wider business projects/priorities - Strong stakeholder relationships and influence across all critical business functions **Leadership** - Lead a multi-faceted and multi-skilled team to a position of 'best in class’ for customer journey management, continuous improvement, and knowledge management - Working closely with SLT and Customer Change Leadership, set clear priorities for the Customer Improvement teams across CI, knowledge, journey management, ensuring close working practices **Problem Solving** - Demonstrated strong analytical nature to ensure the CC customer improvement agenda is data led through actional insight and supported by effective storytelling to drive business change - Lead and champion CC’s approach to route cause analysis (RCA) and problem solving, ensuring the right balance between thorough RCA, operational engagement, and pace to execution of change **Nature of Impact** - Extremely high impact role with strong influence across key customer journeys, processes, and business policy - Close alignment to CC SLT and key input to CC strategic agenda and customer changed roadmap - Coach and influence with peers and wider CC leadership community as well as business wide stakeholders **Area of Impact** - All customer care journeys, processes and ways of working - organisation wide - Executive level interaction and influence and a key input to business wide customer board agenda - CC SLT and wider leadership with particular focus on driving best practice and ways of working **Interpersonal Skills** - Extremely strong influencer, storyteller, and collaborator across the business to push the customer improvement agenda **We’d love to meet someone with.** **Essential** - Demonstrable leadership of customer improvement/experience function or team - Substantial continuous improvement experience with tangible experience and sustainable customer experience and efficiency benefits delivery - Strong experience of customer journey management including measurement, analysis, reporting and driving Voice of Customer and Continuous Improvement programmes as part of an overall customer improvement portfolio **Desirable** - Very experienced inlean and agile including coaching, driving adoption of ways of working and incremental change delivery - Associated lean and agile certified qualifications - Strong contact centre, service operations experience and knowledge of key operational functions insight/analytics, planning, change and operations - Strong knowledge and experience of ecommerce and digital retail customer journeys - Company values / culture - Visible leadership of team - role model ASOS values, customer obsession, creativity, and delivery focus Able to set the tone and shift mindset and culture within and outside of team to agile and