Head of Engineering (Customer Experience)

We’re ASOS, the online retailer for fashion lovers all around the world.

We exist to give our customers 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 judgement, and channel your creativity into a platform used by millions.

But how are we showing up? We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.

Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.

At ASOS, we’re passionate about bold, seamless digital experiences. As Head of Engineering, Customer Experience, you’ll operate at a Senior Leader level, owning a critical pillar of our customer-facing technology and playing a key role in shaping how engineering enables our commercial and brand ambitions.

You’ll lead a team of ~40 engineers and scientists across five squads, accountable for the day-to-day and medium‑term delivery, quality, and evolution of our Customer Experience platforms. Your remit spans how millions of customers discover, shop, and trust our products—without ever touching or trying them on.

Customer Experience sits at the heart of our brand. As we continue to scale, this role has a unique opportunity to translate strategic product vision into high‑impact, well‑executed engineering outcomes. By unlocking advanced personalisation and delivering consistent, connected journeys across web and app, you’ll raise the bar for engagement, performance, and reliability.

You will be responsible for the delivery and ongoing evolution of key customer‑facing surfaces including the home page and product detail pages, ensuring customers experience ASOS content and product information in an immersive, intuitive, and inspiring way. You’ll continuously evaluate emerging technologies and approaches, applying them pragmatically to differentiate the ASOS online experience from competitors.

Your focus is to craft and deliver a unified, personalised customer journey, balancing innovation with operational excellence. You’ll empower and develop five Engineering Leads, partner closely with the Head of Product for CX, and deliver against a Tech & Product roadmap aligned to business priorities and customer outcomes. This role offers meaningful scope to influence direction, drive execution, and make a visible impact at scale—while remaining close to delivery and teams.

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

• Defining Vision & Strategy: Set and execute the technology strategy for customer experience, aligning with ASOS’s business and product goals.
• Team Leadership: Inspire, mentor, and develop a high-performing engineering team, fostering growth and technical excellence.
• Engineering Excellence: Champion robust, scalable, and high-performing platforms that deliver immersive and trustworthy customer experiences.
• Cross-Functional Collaboration: Work closely with Product, Design, and Customer teams to bring innovative digital experiences to life.
• Driving Innovation: Adopt modern technologies, frameworks, and architectures to enhance speed, agility, and quality.
• Customer Focus: Ensure all solutions balance innovation with reliability, accessibility, and customer needs.
• Culture Building: Embed a culture of curiosity, continuous improvement, and empowerment within the engineering teams.

What We’re Looking For

• Proven experience leading engineering teams focused on customer experience and digital products, ideally within e-commerce or consumer technology.
• Track record of leading teams responsible for high-traffic, high-user online applications, with experience scaling engineering organisations to support demanding digital environments.
• Strong technical background, with hands-on engineering experience and deep knowledge of modern practices, frameworks, and architectures.
• Experience delivering mobile and web applications that delight and inspire customers.
• Understanding of search, experimentation, video technologies, and AI applications to enhance customer journeys.
• Strategic thinker, comfortable with both vision-setting and technical detail.
• Highly collaborative, with experience partnering across Product, Design, Commercial, and Data functions.
• Innovative mindset, able to anticipate industry trends and translate them into practical solutions with measurable impact.

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
• 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