Job Description

Job Description

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.