Service Experience Manager

Freshfields

Service management process experience
Customer insight and voice of customer
Data driven improvement prioritisation
The Service Experience Manager will support Service Management to improve the Technology Customer experience with a focus on inbound contact channels

Job Summary

  • The Service Experience Manager will support Service Management to improve the Technology Customer experience with a focus on inbound contact channels.
  • A core focus of the role is to analyse customer insight harnessing this data to identify areas for improvement and take a data driven approach.
  • The role assumes responsibility for delivering insight to senior management and championing changes that advance the customer experience.

Matching Summary

The Service Experience Manager will support Service Management to improve the Technology Customer experience with a focus on inbound contact channels.

Skills & Requirements

Must-have

  • Service Management process experience
  • Customer insight and Voice of Customer
  • Data driven improvement prioritisation
  • ITSM toolsets knowledge ServiceNow
  • Business case development and ROI analysis

Nice-to-have

  • Forward thinking Service Management professional
  • Strong influencing skills with senior management
  • Passion for customer excellence
  • Empathetic customer perspective approach
  • Collaborative cross-functional working style

Key Requirements

  • Experience with Service Management communication channels
  • Knowledge of ITSM toolsets ideally ServiceNow
  • Right to work in the UK required

Work Rights

Must have right to work in the UK

Tailored Resume

Cover Letter