Customer Experience Team Lead

5 days ago

London, Greater London, United Kingdom AICPA Full time

Lead a High-Performing Customer Experience Team

As the Lead Experience Service Manager, you will guide a dedicated team focused on delivering exceptional customer experiences across various departments within our organization. Reporting to the Senior Director of Experience Management, you'll collaborate closely with Experience Business Partners and Experience Delivery Managers to ensure seamless service delivery and proactive issue resolution.

Your Responsibilities:

  • Provide strategic leadership and direction to your team, ensuring alignment with organizational goals and best practices.
  • Oversee the day-to-day operations of the team, including incident response, stakeholder communication, service catalog management, and performance monitoring.
  • Establish and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with Proposition Owners and Department Leaders, ensuring clear expectations and accountability.
  • Coach and mentor your team members to foster professional growth and development, empowering them to achieve their full potential.
  • Generate comprehensive reports on service performance, providing insights to Experience leadership for continuous improvement initiatives.

About AICPA:

The AICPA is a leading organization dedicated to advancing the accounting profession. We provide essential resources and support to accountants worldwide, promoting ethical practices and fostering a culture of excellence. Our commitment to innovation and collaboration drives us to shape the future of accounting.

Benefits:

We offer a comprehensive benefits package designed to promote work-life balance and employee well-being. This includes flexible work arrangements, competitive compensation, healthcare options, retirement plans, and professional development opportunities. At AICPA, we invest in our team's success and growth.

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