IMPLEMENTATION SUPPORT LEAD. About the team : . The Implementation team is part of the Transformation function within Customer Care.
We are responsible for managing technology changes from design to implementation, always thinking end-to-end and considering the impact to our people, process, customer and technology, engaging with the correct stakeholders throughout.
We are constantly implementing changes to improve the existing technologies for our customers and our people. We are always ahead of the game, implementing new and exciting technologies to enable us to create a smooth and seamless experience for our customers and our people.
This ensures that we are able to deliver exceptional service at all times, in a way that works best for our customers. Success is : .
Ensuring CC are ready to support all company initiatives in time for go live. All change correctly approved and documented through our governance process.
All projects rolled out with minimal impact to the operation. Being an expert on all our current system set ups. Deploying all changes on time with the highest quality.
The role : . The role is responsible for implementing technical and business changes into Customer Care. These changes can be driven from within Customer Care or in other parts or ASOS.
Youll be part of a delivery team who can deliver business and technical changes. Youll be responsible for configuration / testing / roll out of changes on our key CC Platforms for both our customers and advisors.
Youll be involved in these changes from discovery through to deploying into the live environment. Youll ensure all change activity follows our internal governance process and is documented where required.
Necessary Experience : . Experience working as part of a cross functional team on business change. Experience of introducing new activity into a Customer Care environment.
Strong knowledge of the variety of technologies and channels used at the customer and advisor interface. Flexible approach to cope with a fast-
changing environment. Desired experience : . Previous experience working in an Agile development environment using one or more methodologies.
Analysing data and making findings available and meaningful. Systems implementation experience. System configuration experience.
System UAT and Testing experience. Responsibilities : . Understanding what activity is being undertaken across ASOS that impacts Customer Care and our core CC Platforms.
Representing Customer Care on projects and initiatives ensuring the historical insight is provided to help shape any plans and that our lead times to support are understood and factored in to the overall plans.
Engaging the appropriate teams across Customer Care at the appropriate times to ensure that we are ready to support the project or initiative.
Building relationships with those you identify as being your customers and suppliers and ensuring that your requirements are clear to them and theirs to you.
Youll be an expert on our current customer support models (self-serve and contact centre) and understand the capability of those models and our current systems to enable you to provide valuable input into projects and initiatives.
Youll be responsible for configuring our core platforms ensuring that any new functionality is fully tested and signed off before deploying into the live environment.
Youll be responsible for the ensuring any changes you implement meet the business requirements and are deployed to the live environment with minimal impact to the operation and our customers.
You can clearly estimate and prioritise your workload to ensure that any changes can be delivered on time and to the highest quality.
Youll work with your key stakeholders within CC to ensure that everyone is on-board with any changes you are implementing to ensure they understand the impact to their department.
Using your SME knowledge you will continue to review how we can improve our current CC Platform to make this better for ASOS, Our People and our Customers.
Using our internal change process to ensure all requests are governed accordingly. Youll ensure that all changes go through the appropriate change and governance processes,.
Ensuring all relevant legislation, regulations and policies are complied with. As an influencer in Customer Care youll also be responsible for working collaboratively to ensure that : All areas of Customer Care are working effectively, supporting colleagues where necessary.
Messages are delivered consistently and in support of the overall Customer Care Strategy and your colleagues.