Customer Experience Manager-MCE

You'll connect our customers, contact center, and internal teams, making sure the entire experience runs smoothly and customer feedback leads to meaningful action. You'll keep teams aligned through regular reviews and use customer feedback and data to improve how we operate. These operations include Service level agreements, FCR, CSAT/NPS. You'll also implement collaborative efforts across Product, Marketing, Sales, and CRM systems. The goal is to deliver sustained, measurable outcomes. You are an individual contributor who reports to Client Services Sr Manager.

Customer Advocacy & Escalations

• Be a Voice of Customer (VoC) and business line subject Matter Expert; summarize direct, indirect, and inferred feedback into clear insights and action plans.
• Identify and escalate urgent customer experience issues; ensure ownership, timelines, and updates until closure.
• Communicate with teams to ensure client needs are met and feedback loops are closed.

Business Reviews & Executive Communication

• Prepare and deliver executive summaries to internal/external partners; lead weekly, monthly, and quarterly reviews focused on decisions, not status.
• Present call-center performance (service levels, call volumes, AHT, FCR, CSAT/NPS) with insights and recommendations.
• Share status updates and summaries with leadership; host partner syncs to review progress and remove blockers.

Contact Center Operations and Performance

• Work with operations to monitor service levels, call volumes, and time to resolution, flag trends and capacity risks.
• Review KPIs and dashboards; guide real-time responses and longer-term improvements.
• Ensure adherence to processes and standards across our teams and partners.
• Continuous Improvement & Operational Excellence.
• Identify and define process improvement opportunities (journey mapping, defect reduction, policy simplification) and lead regular improvement reviews with partners.
• Evaluate partner performance and recommend adjustments to protect Service level agreements and customer outcomes.
• Update standards, tools, and documentation for future scalability and repeatability.

Cross Functional Strategy & Roadmap Influence

• Collaborate with Product/Marketing/Account Development on customer-facing enhancements; give feedback on product/marketing changes affecting Customer Experience.
• Attend strategy meetings (Product, Marketing, Sales, CRM) to align goals and timelines for shared plans; share customer insights to influence roadmaps.
• Launch or evaluate loyalty programs; measure the impact on retention and CLV.

Program & Project Delivery

• Track project progress and resolve blockers; run project team meetings, risk/mitigation reviews, and deliverable quality checks.
• Launch new projects or phases, evaluate outcomes, and feed insights into standards and strategies.

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.

• Bachelor's degree or equivalent experience; 8+ years of demonstrated strategic leadership experience.
• 5+ years in client/relationship management with a track record of influencing internal and external partners.
• Expert level customer service leadership with contact center experience (voice and digital), and expert project and Program Management (portfolio planning, dependencies, risk).
• Problem‑solving skills and fluent with KPI design and performance storytelling (FCR, AHT, CSAT, NPS, CES; SLA/ASA).
• Deep leadership and team building skills; able to organize and motivate internal and remote teams.
• Experience communicating with executives and the ability to advocate for the right approach to support customer and results.
• Reliable and proactive, follows through on commitments, ability to navigate change and work in a remote environment with a professional virtual presence and secure workspace.

Tools/Software Requirements:

• CRM & Collaboration tools
• Experience Management integrations with CRM and contact center, closed loop alerts and dashboards.
• Contact Center & Analytics.
• Dashboard tools that support portfolio visibility, dependencies, and OKR understanding.
• Journey Mapping & CX Design

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, 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.

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.