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.
Through our Fashion with Integrity strategy we are driving diversity, equity and inclusion across every aspect of ASOS and ensuring every ASOSer can be their authentic self at work. We want our people to be whoever they want to be, because we believe people who bring their best selves to work, do their best work.
Job Description
About the Role
We’re looking for a Senior Business Analyst to join our Customer Contact Tech team.
As part of the CCT Customer Experience Platform team within Tech, you will be supporting the delivery of high-tech, innovative software solutions to enable the Customer Care function to operate as efficiently as possible and in turn provide a best-in-class experience to our customers. This will involve engaging with a wide range of teams across multiple departments (including Technology), so you will be truly immersed in the ASOS culture and build relationships with a broad range of stakeholders.
ASOS Customer Care
ASOS operates at significant scale. We deliver to over 200 countries & territories and in our peak sales periods we can process over 30 orders per second. We are passionate about providing the best customer experience so this means building systems that are performance, resilient and scalable.
ASOS has customer care staff operating across over 5 sites globally 24/7, 365.
What You’ll Be Doing
You’ll be responsible for planning and executing the analysis for a variety of projects that extend or improve the Technological capabilities provided to Customer Care to effectively resolve customer contacts. In addition, you will be key in supporting platform work that ensures we continue to deliver all the performant, reliable Technology services needed to support Customer Care.
You will be responsible for performing Business Analysis within the Customer Experience platform, and support fellow BAs within the CCTech domain as we constantly strive to improve Business Analysis practice.
You will be supporting development team ceremonies and ways of working, including defining and communicating features, user stories and acceptance criteria, and supporting our culture by driving Diversity, Equity & Inclusion strategies.
Qualifications
Who We’d Like to Meet
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Experience working as a Business Analyst within a digital organisation, with Customer Care or Customer Service departments
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Experience with Contact Management applications including Virtual Assistants, Live Chat and Agent facing applications
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Experience managing senior Technology and Business stakeholders
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Experience working across the full project lifecycle in iterative environments, ideally also with some linear environments experience
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Business modelling and data flow and/or relationship mapping skills
Additional Information
What’s in it for you?
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Employee discount (hello ASOS discount!)
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ASOS Develops (personal development opportunities across the business)
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Employee sample sales
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Access to a huge range of LinkedIn learning materials
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25 days paid annual leave + an extra day for your birthday
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Discretionary performance related bonus scheme
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Private medical care scheme
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Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
Our Commitments
We want our people to be whoever they want to be. That’s why we’re committed to creating a truly inclusive culture at ASOS, but how are we doing it?
We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter. We’ve also recently been placed 8th in the Inclusive Top 50 Companies Employer List too.
We have several employee networks that operate as safe spaces, to help support and celebrate our people - find out more here.
Do you need any reasonable adjustments? Our recruitment team will be happy to support you in the best way possible if you feel comfortable raising this. It’s also our policy to interview all candidates with a disability who meet the minimum requirements for roles they have applied to.
If you have any questions about the policies we have in place to support our employees (e.g. our parental leave approach), just let our Talent team know.