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

This role will ensure that nexfibre offers the best possible service to our customers. The Senior Manager, Customer Experience and Analytics will work closely with our strategic partner VMO2 to define and track service performance targets, analyse service performance, and identify best practices to drive service improvement.

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
• Excellent communication, presentation and project management skills
• Self-sufficient, comfortable with working autonomously as well as in cross-functional teams and proactive in providing communications to senior leaders
• Ability to confidently assess and challenge 3rd party forecasts, risks and assumptions
• Adept at Excel and PowerPoint. Ideally, also, more advanced analytic tools and geoanalysis

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