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Director of Engineering - Customer Experience (CX)

ASOS
Greater London
1 day ago
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Job Description

We’re looking for a Director of Engineering – Customer Experience (CX) to shape and deliver the next generation of digital experiences across ASOS, Topshop Topman and our portfolio of brands. You will play a pivotal role in aligning our customer experience technology strategy with the broader business vision, ensuring we deliver innovative, frictionless, and engaging journeys for millions of customers worldwide.

This is a unique opportunity to shape the future of customer experience for one of the world’s most recognisable fashion brands. The role is focused on consumer mobile and web e-commerce shopping experiences, ensuring our customers can effortlessly interact, discover, and be inspired across every touchpoint. With over 2.5 billion visits a year, 23 million active customers, and 50 million unique visitors per month, the scale of our platform presents both a unique challenge and an exciting opportunity to innovate. You’ll lead at scale, build and grow exceptional teams, and work at the forefront of technology in a fast-moving, creative, and high-impact environment. The role will report into our CTO.

We believe being together in person helps us move faster, connect more deeply, and achieve more as a team. That’s why our approach to working together includes spending at least 3 days a week in the office. It’s a rhythm that speeds up decision-making, helps ASOSers learn from each other more quickly, and builds the kind of culture where people can grow, create, and succeed.

What you’ll be doing

  • Shaping the Vision: Define and own the technology strategy for customer experience across ASOS and associated brands, ensuring alignment to overall business and product goals. 
  • Leadership & Growth: Lead, inspire, and grow a high-performing engineering team of 150, building strong leaders and scaling capabilities in line with ASOS’s growth. 
  • Engineering Excellence: Champion best-in-class engineering practices, ensuring delivery of robust, scalable, and performant customer-facing platforms. 
  • Collaboration: Partner closely with Product, Design, and Customer leaders to bring world-class digital experiences to life. 
  • Innovation: Drive the adoption of modern technologies, frameworks, and architectures that enhance speed, agility, and quality. 
  • Customer First: Ensure technology delivery always balances innovation with reliability, accessibility, and customer needs. 
  • Culture: Embed an engineering culture that values curiosity, continuous improvement, and empowerment. 


Qualifications

  • Extensive experience leading engineering teams focused on customer experience and digital products.
  • A proven track record of scaling and growing engineering organisations within fast-paced, high-growth businesses.
  • Demonstrated success in building and delivering mobile applications for digital e-commerce companies.
  • A deep technical background, with prior hands-on engineering experience and strong knowledge of modern engineering practices, frameworks, and architectures.
  • Strong understanding of search, experimentation, video technologies and how AI can be applied to enhance customer journeys and experiences.
  • Skilled at setting vision and strategy, while remaining comfortable engaging with technical detail to ensure delivery excellence.
  • Highly collaborative, with experience working closely across Product, Design, Commercial, and Data functions.
  • An innovative mindset, with the ability to anticipate industry trends and translate them into pragmatic solutions that deliver measurable business and customer impact.



Additional Information

BeneFITS’

  • Employee discount (hello ASOS discount!)
  • Employee sample sales
  • 25 days paid annual leave + an extra celebration day for a special moment
  • Discretionary bonus scheme
  • Long term incentive plan
  • Private medical care scheme
  • Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
  • Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role

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