Customer Insight & Experience | Customer Operations
Are you passionate about delivering exceptional customer experiences and building trusted client relationships?
We’re looking for a Customer Experience Manager to become the primary operational contact for a portfolio of customers, ensuring they receive a proactive, consistent and high-quality managed service experience throughout their journey with us.
This is a highly visible role where you’ll work with customers, operational teams and senior stakeholders to ensure service performance is understood, risks are managed, and continuous improvements are delivered. If you enjoy turning operational insight into meaningful customer outcomes, we’d love to hear from you.
What you’ll be doing
As our Customer Experience Manager, you’ll be the trusted partner for your customers, helping them gain maximum value from our managed services by providing clear communication, structured governance and proactive service management.
You’ll:
- Build strong, long-term relationships with your assigned customers, acting as their primary operational point of contact.
- Lead engaging service reviews, governance meetings and Quarterly Business Reviews (QBRs), presenting service performance in a clear and meaningful way.
- Monitor service performance, identify trends and risks, and work collaboratively to drive continuous service improvements.
- Create and manage Customer Service Improvement Plans (CSIPs), ensuring agreed actions are delivered and customers see measurable progress.
- Support customers through service issues and escalations with confidence, professionalism and empathy.
- Work closely with Customer Success, Service Operations, Reporting and Technology teams to improve service quality and customer satisfaction.
- Use reporting and operational data to provide valuable insights and recommendations that enhance the customer experience.
What we’re looking for
We’re interested in people who combine excellent relationship-building skills with a passion for service excellence.
You’ll ideally have:
- Experience in Customer Experience, Service Delivery, Service Management or Managed Services.
- A track record of leading customer service reviews, governance meetings or QBRs.
- Strong stakeholder management and communication skills, with the confidence to engage customers at all levels.
- The ability to interpret service performance data and translate it into practical improvement actions.
- Experience managing customer issues, risks and service escalations.
- Excellent organisational skills and the ability to manage multiple priorities.
- A proactive, collaborative approach and a genuine passion for delivering outstanding customer experiences.
It would be great if you also have
- Experience within telecommunications, managed services or IT services.
- ITIL awareness or certification.
- Experience working in customer-facing operational environments.
This is an exciting opportunity to play a key role in shaping the customer experience within a growing managed services business. You’ll have the chance to influence service improvements, work with a broad range of internal teams, and build lasting partnerships with customers while making a real impact on their success.
If you’re someone who enjoys solving problems, building trusted relationships and delivering service excellence, we’d love to hear from you.
Please note: We’re looking for someone based in the North West of England who can support our customer portfolio across the region, with regular travel to client sites as part of the role.
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