The Service Experience Manager will support Service Management to improve the Technology Customer experience with a focus on inbound contact channels and processes
Job Summary
The Service Experience Manager will support Service Management to improve the Technology Customer experience with a focus on inbound contact channels and processes.
A core focus of the role will be to analyse customer insight harnessing this data to identify areas for improvement and taking a data driven approach for improvement prioritisation.
This role will also provide support to Service Management on the structure and review of incident and lifecycle maintenance communications.
Matching Summary
The Service Experience Manager will support Service Management to improve the Technology Customer experience with a focus on inbound contact channels and processes.
Skills & Requirements
Must-have
Service Management
Customer Experience Improvement
Data Analysis
Process Improvement Skills
ITSM toolsets (e.g. ServiceNow)
Nice-to-have
Forward thinking
Collaborative
Accountable
Empathetic
Passion for customer excellence
Key Requirements
Experience of Customer Insight practices
Experience of structured thinking and logical reasoning
Excellent analytical, problem solving and influencing skills
Ability to translate analysis into actionable insights
Excellent communication skills, written and verbal