Senior Manager, Customer Experience and Analytics - Customer Field Ops (nexfibre)

This role will ensure that nexfibre offers the best possible service to our customers. You will work closely with our strategic partner Virgin Media O2 to define and track the required KPIs to monitor customer service assurance, agree service performance targets, and analyse service performance to identify best practices and drive service improvement actions. You will also work closely with the different nexfibre functional teams to ensure correct data gathering prioritization.

Requirements

• 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
• Good knowledge of customer operations processes for fixed communications service assurance
• Management of customer service quality and experience, with a strong customer orientation
• Good awareness of project and program management tools, methods, and processes ideally gained in a Telco environment
• Understanding and experience in compiling and prioritising business data requirements, and managing complex data delivery programs

Benefits

• Competitive salary and bonus scheme
• 25 days’ annual leave, plus the usual 8 UK Bank Holidays
• Bupa private healthcare coverage
• Access to wellbeing and mental health benefits such as the WeCare app, critical illness cover, dental & optical insurance
• Pension contribution matched up to 10%
• Access to our car benefit scheme via Tusker and our Cycle to Work scheme
• Virgin Media / O2 discounts and offers