Customer Experience Manager

6 days ago


Manchester, United Kingdom UBDS Group Full time
Job Overview

We are seeking an experienced Customer Experience Manager to join our team at UBDS Group. This is a unique opportunity to work with a dynamic and forward-thinking organisation that is deeply committed to innovation and employee development.

About the Role

The successful candidate will be responsible for directing and managing high-profile managed services programs for key strategic clients. As the main contact for customer relationships, they will ensure that customers receive world-class service and an outstanding experience at all times.

Key Responsibilities
  • Act as the Senior Service Manager for one or more customer managed services, ensuring customer experiences exceed expectations.
  • Day-to-day client management and meeting service level (SLA) commitments for our clients by leading/influencing a number of internal resources.
  • Review and approve all managed service deliverables, interpret the contract/SOW, serve as the primary escalation point for client personnel, and act as the key resource held accountable for quality of delivery and customer satisfaction.
  • Ensure that proposed managed service offerings meet the outcomes required by the customer, liaising with senior UBDS stakeholders to ensure the service catalogue is continually updated in line with emerging technologies and trends.
  • Proactively manage the resolution of risks, including taking a lead role in coordinating customer, UBDS and 3rd party supplier resources to resolve customer issues and drive cross-functional issues to closure.
  • Proactively manage compliance with agreed service levels and contractual obligations, escalating to management when appropriate.
  • Proactively formulate and take corrective actions to mitigate service performance risks and issues, and alerts management of potential problems when appropriate.
  • Correctly set operational expectations with customers, and ensures effective scope control.
  • Ensure regular customer Service Reviews take place, in line with contractual and other requirements, and delivers regular service status and service performance via customer dashboards and self-service portals.
  • Ensure high-quality, timely, relevant and accurate management information is provided at all times, and is made available in real time wherever possible.
  • Proactively drives continual service improvement for all customer engagements and relevant internal UBDS services, to ensure customer outcomes are met, and wherever possible that customer expectations are exceeded.
Requirements

To succeed in this role, you will need:

  • A passion for delivering outstanding customer services and ensuring excellent user experiences.
  • An outstanding communicator, confident in working with stakeholders in operational and management roles.
  • A strong team player, capable of building bridges across multiple teams, including internal and customer resources.
  • Excellent attention to detail, and an aptitude and willingness to learn.
  • Previous working experience in a customer-facing role, focussed on service delivery.
  • Comfortable working closely with technical and non-technical stakeholders to drive service quality.
  • Existing knowledge of Service Design and ITIL v3/v4 processes will greatly help you in this role.
Benefits

At UBDS Group, we offer a range of benefits to support your career development and well-being, including:

  • Training – All team members are offered a number of options in terms of personal development, whether it is technical led, business acumen or methodologies.
  • Private medical cover for you and your spouse/partner, offered via Vitality.
  • Discretionary bonus based on a blend of personal and company performance.
  • Holiday – You will receive 25 Days holiday, plus 1 day for Birthday and 1 day for your work anniversary in addition to UK bank holidays.
  • Electric Vehicle leasing with salary sacrifice.
  • Contributed Pension Scheme.
  • Death in service cover.
  • Hybrid Working – UBDS Group offers a flexible working environment to help enable you to operate at your maximum regardless of your location.
About UBDS Group

At UBDS Group, our mission is to support entrepreneurs who are setting new standards with technology solutions across cloud services, cybersecurity, data and AI, ensuring that every investment advances our commitment to innovation, making a difference, and creating impactful solutions for organisations and society.

We have a portfolio including UBDS Digital and Rayo, offering comprehensive, end-to-end digital solutions tailored for both the public and private sectors. By harnessing the strengths of leading technology partners, we deliver innovative strategies, services and solutions that address complex challenges and drive significant value.

Our services cover digital consulting, cloud platforms, data and ai, cybersecurity, managed services and delivery management.

We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.


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