Customer Experience Manager

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Description

Are you a visionary, committed to the customer experience and collaboration? Do you excel in dynamic settings where you can lead projects, strengthen collaboration, and make an impact? If so, we've got the perfect role for you!

• Analyze customer feedback, service levels, call volumes, Indicators, and retention metrics to identify trends and advance performance.
• Collaborate with contact center and operations teams to address issues, ensure process adherence, and enhance overall performance.
• Lead projects aimed at improving customer loyalty, persistency, and satisfaction.

• Partner with Account Development, Product, Marketing, Sales, and CRM teams to sync on goals, timelines, and customer-facing enhancements.
• Share customer insights and contribute to changes improving customer experience to influence strategic decisions and product roadmaps.
• Facilitate planning sessions and strategy meetings to maintain continuity across businesses.

• Communicate with our teams and external partners, responding to inquiries and providing regular updates.
• Prepare and deliver executive-level business reviews, performance summaries, and recommendations.
• Strengthen partner relationships through transparency and engagement.

• Lead interdepartmental projects from planning through execution, tracking progress, resolving blockers, and managing risks.
• Review deliverables, assess outcomes, and identify opportunities for continuous improvement.
• Maintain standards, tools, and documentation to support scalability of future initiatives.

• Bachelor's degree or equivalent experience, with 8 years in strategic leadership roles
• Experience building relationships with main partners for each assigned customer
• Experience evaluating systems and solving problems to enhance end-to-end customer experience
• Experience with complex project management.
• Experienced in leading customer service and call center operations
• Flexible and effective under change
• Experienced mult-itasker with minimal need for oversight

• Great compensation package including uncapped commission
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays