15 set - Latina
Experian
Overview
In this role, you will be the in-life operational single point of contact for strategic clients, driving advocacy and satisfaction. You’ll ensure a simple, consistent client experience and lead continuous service improvement across the end-to-end journey. You will manage service performance, coordinate cross-functional teams, and base improvements on data such as NPS and service reviews. This position offers influence across markets and products, with a focus on loyalty, value delivery, and risk mitigation.
Retribuzione / Benefits
- Personal development opportunities
- Flexible working hours and home office
- Health insurance
- Sharesave plan
- Food vouchers
- Internet coverage
Responsabilità
- Drive service governance and compliance across frameworks, tooling, and risk/issue management
- Maintain and communicate SLA/KPI documentation; prepare inputs for new deals
- Plan and run formal service reviews with performance insights and root-cause actions
- Identify, track and manage risks and RAID items linked to service outcomes
- Detect emerging service risks and communicate early indicators
- Implement forward-looking monitoring to prevent degradation before SLAs are impacted
- Act as operational single point of contact ensuring simple, consistent client experience
- Coordinate escalations and ensure timely resolution with accountable technical teams
- Develop understanding of client objectives and align internal priorities to drive loyalty
- Lead cross-functional service meetings to assess progress and strengthen trust
- Oversee client journey from onboarding to renewal and offboarding where relevant
- Partner with Account Directors and Delivery teams to ensure predictable, value-focused client experience
- Own governance of Client Improvement Plans and actions with measurable impact
- Own the NPS cycle for nominated clients and embed actions into CSI plans
- Publish accurate service performance reporting packs for clients and stakeholders
- Contribute to
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