Job Description

Company Description
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.


As a Global Learning and Development Partner, you'll lead the design, delivery, governance, and evaluation of learning strategies that enable our Customer Operations and Service Excellence Hub, along with our Outsource partners, to deliver exceptional customer experiences across geographies. You'll own the training and accreditation framework, ensure consistency and relevance of content, and embed continuous improvement into every learning touchpoint.
This role is central to enabling our agile, scalable operating model ensuring our global teams are equipped to deliver personalised, efficient, and customer first service at pace.
The Details
This role reflects the core principles of the Customer Operations & Service Excellence Hub:

• Connected People: You'll build strong relationships across ASOS and our partners, co-owning outcomes and driving growth.
• Moments that Matter: You'll design learning that empowers teams to act in the moments that matter most to our customers.
• Personalisation and Value: You'll tailor development to meet the needs of different customer profiles, driving long-term value.
• Powered by Agility and Efficiency: You'll move fast, test boldly, and adapt quickly-ensuring our learning solutions evolve with our business.

Training Strategy & Capability Development

• Design and implement training programmes aligned to ASOS's tone of voice, service standards, and operational priorities.
• Own and evolve the global accreditation framework for advisors and team leaders across our Customer Operations and Service Excellence hub and our Partner sites.
• Ensure training content is relevant, up to date, and tailored to market where appropriate, channel, and customer needs.
• Partner with QA, CX, Project teams and Operational Teams to identify knowledge gaps, future needs and capability requirements.

Governance

• Maintain oversight of training delivery across global partner sites, ensuring consistency, compliance, and effectiveness.
• Monitor training impact through performance metrics and feedback loops
• Lead regular reviews of training materials and delivery methods, adapting to emerging needs and technologies.
• Track and monitor completion of mandatory training, ensuring compliance with organisational requirements
• Develop a framework that builds and monitor skills based matrix for all our inhouse and outsource ASOSers

Partner Enablement & Engagement

• Act as a point of contact for outsource partners, supporting onboarding, upskilling, and ongoing development.
• You'll partner with our supplier training function to agree and support on the deployment of new learnings and ongoing development
• Facilitate knowledge sharing and best practice scaling across geographies and teams.
• Support performance improvement initiatives through targeted learning interventions.

Innovation & Continuous Improvement

• Champion a test-and-learn mindset, piloting new training formats, tools, and technologies.
• Use real-time data and feedback to identify friction points, knowledge gaps and design improvements.
• Collaborate with key stakeholders to co-create learning solutions that drive measurable value.
• Creating inclusive learning experiences that are accessible and considerate of learner needs.
• Supporting our culture by championing Diversity, Equity & Inclusion strategies.

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.
Qualifications
About You

• Proven experience designing and delivering impactful training programmes across global teams, ideally in customer operations or service environments
• You build trusted relationships across functions and geographies, influencing outcomes and co-creating solutions.
• You understand the rhythm of customer operations and can translate business needs into targeted learning intervention
• Confident communicator with experience engaging external partners and presenting to diverse audiences.
• Passionate about customer experience, continuous improvement, and empowering people through learning.
• Collaborative, curious, and proactive in driving change.
• You bring rigour to training governance, ensuring consistency, compliance, and continuous improvement.
• You're a natural coach and mentor, passionate about upskilling others and enabling growth.

Additional Information
BeneFITS'

• Employee discount (hello ASOS discount!)
• Employee sample sales
• 25 days paid annual leave + an extra celebration day for a special moment
• Private medical care scheme
• Performance related bonus
• Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.

Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.

Skills Required