Job Description

/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
• Ensuring Customer Journeys are optimised from a Customer perspective
• Ensuring that Comms coming out from Service and Operations are clear and focussed on the Customer needs
• Ensuring that any form of communication to the customers is worded appropriately and in business language inc Self Serve knowledge articles, Virtual agent conversation flows, Catalogue items, Service desk surveys etc.
• Undertaking analysis of customer experience feedback and feedback to the business and operational areas as appropriate
• Prime role in conducting CX needs assessment, and participation in business case development. This includes the assessment of current operational delivery and the identification of gaps and well as ROI analysis and business cases.
• Developing actionable insights from multiple sources of data into tangible improvement strategies that drive decision making and CX improvement.
• Preparing a recommended priority, order and appropriate set of actions to drive the most impactful improvement to our journeys from both a commercial and customer perspective within appropriate time scales.
• Representing and overseeing this clear prioritised set of improvements and that any change is managed effectively and in a controlled way.
• Work within Service and Operations and other areas of the organisation as required; build strong influential working relationships with Service Delivery and wider GT&I teams.
• Remove, or escalate as necessary, any roadblocks/constraints that impede the progress of a project/initiative, and/or issue resolution.

Key requirements

Knowledge & Experience:

• Forward thinking and detailed and passionate Service Management professional
• Process improvement skills
• Experience of Customer Insight practices e.g. Voice of the Customer
• Experience in developing insight from a variety of data sources including those created by other teams such as data analysis and external research
• Experience of structured thinking and logical reasoning
• Experience of assimilating fact-based evidence and recommendation into effective output
• Excellent analytical, problem solving and influencing skills

Technical & People Skills:

• Collaborative, professional, accountable and trustworthy
• Passion for customer excellence
• Ability to translate analysis into
• Fosters strong connections and work in collaboration with other teams & departments
• Knowledge of systems and relevant software applications (ITSM toolsets – ideally ServiceNow)
• Service Management process and lifecycle management - previous experience with Service Management communication and interaction channels.

Impact & Influence

• Able to present at all levels, able to communicate technical findings to non-technical audience in an engaging manner
• Ensuring stakeholders and contributors are involved across the change management process, gaining sign off at regular touchpoints
• Excellent communication skills, written and verbal.
• Empathetic - Views from a customer perspective

Inclusion

Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.

Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (eg the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.