Customer Experience Manager

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.

Job description

The Partner Customer Experience Manager guides the health and success of their assigned Departments by engaging and working with Client Services, Product, Marketing, and CRM organizations. The CEM partners with the EPS departments to provide strategic direction in how to improve persistency and customer experience, manages the operational relationship with EPS' external partners and provides leadership and insight into the performance the departments. You will report to the Client Services Senior Manager for this role. Responsibilities:

• Partner with internal and external customers to implement programs.
• Subject matter expert on partner driven operational changes.
• Manage ongoing performance reporting and provide strategic direction.
• Lead team members to achieve project and team goals.
• Be a principal relationship owner for MCE and EPS teams such as Product, Marketing, Sales.
• Develop strategies with product, marketing, and Sales that lead to the improvement in retention, CSAT, and call center measurements.
• Optimize brand performance by creating brand messaging.
• Review and provide feedback on deliverables and implementation activities.
• Find and address risks.
• Create executive reporting using internal and external documents to help grow contact center teams.
• Maintain knowledge of EPS products and strategies.
• Responsible for all aspects of development, and deployment in assigned projects.
• Manage external partner relationships to ensure MCE meets program expectations.
• Gather important data and trends for call monitoring and feed info back to product and marketing.
• Provide input and overall approval for any required agent scripting, IVR scripting, and knowledge base updates.
• Review business line escalation processes when needed.

Qualifications

• Bachelor's degree or equivalent experience typically requires 8 years minimum demonstrated strategic leadership experience.
• Experience building relationships with clients.
• Experience using logical reasoning to solve problems.
• Experience managing projects promptly.
• Intermediate proficiency with Microsoft Office Suite
• Customer service leadership experience along with call center experience.
• Experience handling support requests from a variety of different channels.

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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