Senior Manager, Customer Experience and Analytics Customer Field Ops (nexfibre)
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About Us
nexfibre is a 4.5 billion joint venture between Infravia Capital Partners Liberty Global and Telefónica. It is on track to deliver ultra-fast full fibre broadband to millions of homes and businesses across the UK.
Together with our strategic partner Virgin Media O2 we will create the first national scale competitor to BT Openreach and will provide consumers and businesses across the UK with better innovation and choice.
We operate a wholesale business model; our customers are broadband ISPs and B2B resellers and customers. We do not operate a retail broadband business
Job Purpose
This role will ensure that nexfibre offers the best possible service to our customers. You will work closely with our strategic partner VMO2 to
Ensure nexfibre has a detailed understanding of the processes followed by VMO2 to deliver services
Define and track the required KPIs to monitor customer service assurance
Agree service performance targets in customer operations
Analyse the service performance
Benchmark service performance against competitors
Identify best practices drive and track any service improvement actions
Analyse potential solutions to help improve the service provided to end customers and ISPs
Drive the analytics capabilities required by nexfibre
Engage with VMO2 to ensure the aggregation of all asset and operational data required by nexfibre related to its own operation customers and assets
This role will also work closely with the different nexfibre functional teams to ensure correct data gathering prioritization. It will partner specifically with the Commercial team to define and track SLAs with ISPs and to support them in any interactions with customers related to service assurance.
Key Accountabilities:
In this role you will:
Responsible for achievement of established service performance targets for nexfibre
Responsible for compliance with service performance regulatorily or legally required targets.
Define service performance KPIs to be tracked to control and improve customer experience with the nexfibre service.
Compile all service impacting processes from VMO2 related to nexfibre service delivery and assurance in customer operations. It will include main customer operations processes related to customer service delivery and customer incidents resolution or customer requested works.
Benchmark nexfibre service performance against main competitors identifying areas for improvement in nexfibre service and associated processes and tools.
Review tools being used for nexfibre and potential new solutions to improve the service provided to customers or analytic capabilities required by the business.
Support the commercial area in providing service to ISP customers and any analytical capabilities .
In coordination with VMO2 analyse service performance KPI targets and define service improvement plans.
Track agreed service improvement plans.
Prioritise data and analysis requirements from the nexfibre business. Define with VMO2 and any other required parties the plans for gathering the required data.
Track the delivery and quality of data received by nexfibre from any external partners.
Coordinate priorities from multiple stakeholders and rank asks in relation to the context and requirements.
About You
At nexfibre were building a culture that attracts develops and retains top talent. Our values are Open Fast Simple. Our team is driven high-performing and thrives in a fast-paced ever-evolving digital infrastructure industry. Were looking for people who share our passion for connecting communities driving innovation and delivering the next generation of full-fibre networks across the UK.
The successful candidate will bring the following attributes and skills:
Skills & Experience
Experience in fixed network operations with knowledge of network and/or customer operations processes
Experience in managing service performance KPIs and related processes.
Experience in defining and managing service improvement plans.
Good knowledge of customer operations processes for fixed communications service assurance.
Management of customer service quality and experience with a strong customer orientation.
Good awareness of project and program management tools methods and processes ideally gained in a Telco environment.
Understanding and experience in compiling and prioritising business data requirements and managing complex data delivery programs.
Supports teamwork works cooperatively and effectively with others to resolve problems and can make decisions that enhance organisational effectiveness and efficiency
Ability to present complex information in a way that is straightforward to understand and capable of influencing key stakeholders (internal and external).
Strong attention to detail but with the adaptability and strategic thinking to manage conflicting priorities.
Excellent communication presentation and project management skills.
Self-sufficient comfortable with working autonomously as well as in cross-functional teams and proactive in providing communications to senior leaders.
Ability to confidently assess and challenge 3rd party forecasts risks and assumptions.
Adept at Excel and PowerPoint. Ideally also more advanced analytic tools and geoanalysis.
Benefits
Competitive salary and bonus scheme
25 days annual leave plus the usual 8 UK Bank Holidays
Bupa private healthcare coverage
Access to wellbeing and mental health benefits such as the WeCare app critical illness cover dental & optical insurance
Pension contribution matched up to 10%
Access to our car benefit scheme via Tusker and our Cycle to Work scheme
Virgin Media / O2 discounts and offers
Location
The business is currently based in our office in Paddington. The position is full time hybrid with 3 days based in the office. nexfibre is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Required Experience:
Senior Manager
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
About Company
One of the world’s leading converged video, broadband and communications companies, with operations in six European countries.
