• Job Description

  Req#: REF15340A

  Company Description

  Who are Experian?

  We are the world’s leading global information services company. During life’s big moments – from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers – we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.

  We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

  Our approach to flexible working

  We care about work that works, whether that’s about where you work or adjusting your hours to fit better with your life. Our flexible working practices, including our hybrid working model where you can split your working time between the office and your home, support our belief that this balance brings long-lasting benefits for our business as well as ensuring that our people can balance successful careers with their commitments and interests outside of work. So that you can love where you work, please discuss what works for you with your recruiter during the hiring process.

  Accepting you, for you.

  We want you to feel accepted for who you are and to feel safe, valued and to help us build a culture of true belonging. Experian is proud to be an equal opportunity employer and we take affirmative action to create a more inclusive and equitable world of work. We are committed to equal employment opportunities regardless of age, disability, gender identity, marital status, race, ethnicity, faith or belief, sexual orientation, socioeconomic background, Veteran status or whether you’re pregnant or on family leave.

  Job Description

  Our Service Relationship Managers are responsible for driving Client Advocacy and Satisfaction for our most strategic Clients and Partners.

  As a Service Relationship Manager, you will be passionate about Service and delivering real results, putting our client’s needs at the heart of everything you do. You will excel at developing strong relationships across a global geography.

  As the Voice of the Client, you will be their advocate in the business, working pro-actively to lead and drive continual service improvement across the end to end client journey to drive value and create client loyalty.

  You will take ownership for delivering measurable improvements, developing creative solutions and working collaboratively orchestrating and influencing stakeholders across the Market, Regional and Global internal teams.

  As the in life Operational Single Point of Contact for the client, you will provide consistency and simplicity in how our clients engage with us in a complex environment, making it easy to work with us. You will take responsibility for client escalations, managing them through to a successful conclusion with both the client and Experian.

  You will successfully engage, support and influence client key stakeholders becoming an expert in understanding their business, solutions and needs, seeking opportunities to develop and enhance our business and service relationship and their solutions to deliver greater value, sharing Experian / Best Practice within the client’s environment.

  As our Service expert in the market, you will be the guardian of our SLA documentation, supplying these for deals and supporting bespoke client support requests, seeking to understand client requirements and needs, propose appropriate options and engage the right areas for guidance and approval.

  Key Responsibilities of the role include:

  • Service Review Management - Planning, preparation and performance reporting.
  • CSI (Continuous Service Improvement) – Creating, tracking, updating and owning live Client Improvement plans and the delivery of measurable improvements across all areas of the client journey
  • Responsible for stakeholder management, creating and leading a virtual team through regular reviews to drive improvements and identify opportunities to enhance the client experience across the end to end customer journey.
  • Risk identification and management
  • Client Escalation - Resolution Ownership and reporting.
  • NPS - Owning our NPS cycle with our clients, driving participation and response rates, ensuring all feedback is responded to and developed into measurable actions within the Continuous Service Improvement Plan.
  • Managing the delivery and in-life support of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.
  • Responsible for building excellent stakeholder relationships with all areas of the business to enhance overall client satisfaction.
  • Work alongside the aligned sales team / account director to propose new service elements/requirements of new business as well as highlighting upsell and retention opportunities
  • Responsible for ensuring that relevant business areas take responsibility for their functional actions and customer experience journeys, making requests and escalation for support where required.
  • Leading and coordinating regular internal & external client meetings to build trust and profile, assess status of ongoing tasks, results of Experian projects / support, identify and drive continual service improvement opportunities and prospect future business opportunities.
  • Participation in Monthly Market Reviews to give client insight, progress and gain support for improvements
  • Responsible for leading early engagement across the Product Management, Pre-Sales, Sales, Delivery and Support Teams across EMEA. Capturing client’s solution requirements and working with these areas of the business to deliver efficiently.
  • Establishing a deep understanding of the client’s business objectives and IT landscape with their needs and constraints.
  • Active Participation in the development and roll out of best practice, internal improvement initiatives and projects.
  • Ownership of Personal Development Plan and activities for continual development of hard and soft skills

  Qualifications

  Essential:

  • Minimum 5 years of experience in a customer facing management role
  • Minimum 5 years within a Service Environment
  • Customer Management, negotiation & Influencing skills
  • Demonstrable success in delivering measurable Results and benefits to business and clients
  • Experience in client management from operational to senior management levels
  • Experience of Leading client-facing service reviews and developing workable improvement plans
  • Managing complex operational / business issues working in a multi-national matrix environment
  • Excellent analytical skills: ability to analyze, report and review solutions / service performance, spot trends and make recommendations
  • Skills improving customer experience through long term client relationships
  • Demonstrable sales support success in IT solutions

  Desirable:

  • Educated to degree level
  • ITIL Certification
  • Experience in similar Industry / Banking / Telco
  • Language Skills
  • Experience of working across multiple countries and culture

  Competencies:

  • Client Focussed
  • Pro-active
  • Collaborative approach
  • Positive Can -Do attitude
  • Accountability and Responsibility for delivering results
  • Excellent Interpersonal skills with Strong Emotional Intelligence
  • Communicating with Impact
  • Customer Centric positive approach
  • Ability to think and work strategically
  • Ability to balance priorities and work under pressure
  • Integrity and Trust
  • Results Drives
  • Business oriented
  • Agility and Flexibility of approach
  • Commercial Awareness

  Additional Information

  Experian Careers - Creating a better tomorrow together

  Find out what its like to work for Experian by clicking here

• About the company

  Experian plc is an Anglo-Irish multinational consumer credit reporting company.

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