Continuous Improvement Manager - Customer Care

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Company Description

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.

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.

Job Description

About the Role
The Continuous Improvement Manager plays a key role within the Customer Improvement team and is responsible for;
• Managing a portfolio of improvement changes with clearly defined return on investment
• Leading an Agile team of CI Leads, bringing expertise and subject matter knowledge that enables you to coach and develop each team member. Ultimately enabling them to deliver optimisation of customer care processes and activities driving operational efficiency and effectiveness
• Ensure that our continuous improvement activity focuses on the right opportunities, is approached with a data led lens and uses best in class methodologies.
• Building a prioritised backlog of work which targets areas of customer friction and poor customer experience and working with wider ASOS teams and partners to create operational excellence
• Working closely with the customer journey managers to deliver process improvement that will positively impact customer experience
• Engaging with our Digital Care team to ensure all improvements are made with an E2E lens

What You'll be Doing
• Creating a CI Roadmap with clear view of which problem/friction points are in discovery through to delivery/measurement with their expected benefit and measurement KPIs
• Being a skilled and effective coach/leader, providing guidance on the full lifecycle of continuous Improvement from approach, analysis, delivery and measurement in-line with appropriate Lean/Six Sigma and general change methodologies, as appropriate to the change
• Working closely with our data reporting team to create a dashboard view of customer care topics to support diagnosis of customer pain points and tracking of improvements from the release of small incremental change.
• Facilitating a continuous improvement mindset & culture in ASOS Customer Care by challenging the status quo and leading conversations with key stakeholders on creative ways to introduce efficiency and excellence
• Supporting our culture by driving Diversity, Equity & Inclusion strategies
Who We'd Like to Meet
We'd love to meet someone with experience in identifying and implementing continuous improvement in a fast paced change delivery environment. You would be confident creating and nurturing a continuous improvement culture that identifies and aims to remove friction for our customers and customer care advisors. You will have enthusiasm, ideas and strengths in collaboration and networking to work effectively with our partners and delivery teams to discover insight and deliver solutions.
We'd love a people person who has experience in leading small high performing teams. Someone who has strong analytical skills and is confident using different sets of data to identify trends and root cause. You will be confident in overseeing a diverse range of small change and support larger projects where needed. Studying or accredited in green belt or above in Lean/Six sigma methodologies.

Qualifications

To be confirmed with recruiter during briefing session

Additional Information

What's in it for you

• Competitive salary, pension, and private medical care scheme
• Performance related bonus
• Flex benefits allowance - which you can chose to take as extra cash, or use towards other benefits
• 25 days paid annual leave + an extra day for your birthday
• Employee discount (hello ASOS discount!)