Strategic CX & Analytics Leader — Hybrid UK

Virgin Media Business Ireland; City of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading broadband provider is looking for a Senior Manager, Customer Experience and Analytics to enhance service performance and customer satisfaction. This pivotal role involves defining KPIs, managing service quality, and collaborating closely with stakeholders. The ideal candidate will have experience in fixed network operations and a customer-oriented mindset. The role offers a competitive salary and several employee benefits, including private healthcare and pension contributions.

Benefits

Competitive salary and bonus scheme

25 days’ annual leave

Bupa private healthcare coverage

Pension contribution matched up to 10%

Discounts and offers from Virgin Media / O2

Qualifications

• Experience in fixed network operations, with knowledge of network and/or customer operations processes.
• Experience in managing service performance KPIs and related processes.
• Experience in defining and managing service improvement plans.

Responsibilities

• Achieve established service performance targets for nexfibre.
• Define service performance KPIs to improve customer experience.
• Benchmark nexfibre service performance against competitors.

Skills

Experience in fixed network operations

Managing service performance KPIs

Defining service improvement plans

Customer operations processes

Management of customer service quality

Project and program management awareness

Compiling and prioritising business data

Excellent communication skills

Adept at Excel and PowerPoint

Job description

A leading broadband provider is looking for a Senior Manager, Customer Experience and Analytics to enhance service performance and customer satisfaction. This pivotal role involves defining KPIs, managing service quality, and collaborating closely with stakeholders. The ideal candidate will have experience in fixed network operations and a customer-oriented mindset. The role offers a competitive salary and several employee benefits, including private healthcare and pension contributions.