Service Experience Manager

Job description

Role summary/purpose of job The Service Experience Manager will support Service Management to improve the Technology Customer experience with a focus on inbound contact channels and processes such as Incident, Request Management and Catalogue Mgmt. Ensuring that the journey for all process flows support the customers in the best way possible. This will involve owning the process of optimising channels such as IVR, Virtual Agent (chatbot), notifications, knowledge articles, portal/catalogue, and mobile app, as well as email and phone channels. A core focus of the role will be to analyse customer insight harnessing this data to identify areas for improvement and taking a data driven approach for improvement prioritisation. The role will also assume responsibility for delivering insight to senior management and championing changes that advance the customer experience. This role will also provide support to Service Management on the structure and review of incident and lifecycle maintenance communications. Key responsibilities and deliverables: - Identifying opportunities to improve the customer experience and reduce volume of contact through the advancement of self-serve channels - En...