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.

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!

We're looking for a Partner Customer Experience Manager who will be the driving force behind the health and success of our businesses. You'll be the connector between Client Services, Product, Marketing, CRM, and our external partners, leading the charge to improve customer satisfaction, retention, and operational excellence. This will be an individual contributor will work remotely and reporting to your Client Services Sr. Manager.

Responsibilities

Customer Experience & Operational Performance

• 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.

Strategic Collaboration and Partnership

• 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.

Partner Engagement & Communication

• 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.

Project & Initiative Management

• 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 multitasker with minimal need for oversight

Perks

• Competitive pay and annual performance-based bonus.
• You begin accruing 3 weeks of vacation a year starting on your first day (4.62/hours a paycheck).
• 401K with a 4% company match with immediate vesting.
• Comprehensive health, dental, and vision plans.
• 5 sick days each calendar year.
• 12 paid company holidays and 2 paid volunteer days.
• Wellness programs, online discounts, employee discounts, pet insurance, employee stock purchase programs, and more.
• #LI-Remote

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.

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, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.