Product Specialist (Customer Care)

Location: Leavesden office, Hertfordshire, United Kingdom; at least 3 days a week in the office

Company

hirify.global is an online fashion retailer serving customers around the world.

What you will do

• Own and continuously improve defined Customer Care products, digital tools, and customer and advisor journeys.
• Translate operational and customer requirements into product enhancements in collaboration with Product Managers and Engineering teams.
• Lead the delivery, rollout, adoption, and change enablement of product improvements within the defined domain.
• Analyse product and operational performance using data, customer feedback, and frontline insight.
• Document customer journeys, processes, and product requirements while contributing evidence to roadmap prioritisation.
• Support experimentation, automation, AI, and self-service initiatives that improve customer outcomes and operational efficiency.

Requirements

• Experience in Customer Care, Digital Care, Customer Experience, Product Operations, or a related operational product environment.
• Demonstrated ability to improve digital tools, journeys, or processes and deliver measurable customer or business outcomes.
• Strong analytical, communication, and stakeholder management skills.
• Experience with customer journey mapping, service design, or process improvement methodologies.
• Good understanding of agile ways of working and product delivery environments.
• Ability to work autonomously and collaborate with Product, Engineering, Technology, and Operations teams.

Nice to have

• Commercial awareness of the relationship between customer experience, operational performance, and cost-to-serve.
• Interest in automation, AI, and technology-enabled customer experiences.
• Experience supporting frontline training, communications, and change adoption.

Culture & Benefits

• Employee discount, sample sales, and a diverse and inclusive working environment.
• 25 days of annual leave plus an additional celebration day.
• Private medical care and pension contributions matched up to 5%.
• Personalised learning and career development opportunities.
• Summer hours with 3pm finishes on Fridays during June, July, and August.
• Leavesden facilities include a subsidised canteen, gym, beauty rooms, parking, and a shuttlebus service to Watford station.