Customer Experience Measurement and Governance Manager (12 month FTC)

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Job Title:
Customer Experience Measurement and Governance Manager (12 month FTC)



Closing date:
27th March 2018

Job Description

O2 is the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. With over 25 million customers across the UK, O2 is one of the world`s most innovative companies putting our customers at the heart of everything we do.

We are more than just a network. We open up the endless possibilities of technology, connecting our customers to the things that they love and exploring new ways to open up the world for them.

We are always on the lookout for great talent. Just like our customers, we offer our employees more. From a choice of benefits, rewards, training and ongoing career development there are many reasons to join O2.

About the Team:

Fancy being part of our cutting-edge Customer Experience team? We set the future strategy & execution plan to deliver a differentiated customer experience, setting standards for others to aspire to. We engage the organisation behind this vision, aligned to CEX Principles and creating empathy and advocacy in our people and with our customers. The team set our CEX targets, monitor performance and hold the business to account for delivering transformational experiences across all journeys, touchpoints and channels

Your Role:

As the lead in Measurement and Governance, you`ll be responsible for delivering target setting, governance and on going measurement against our Customer Experience KPI`s. You`ll hold a mirror up to the business holding them to our vision & plans across all customer touchpoints, journeys, channels & services, while being able to define, evolve & embed a customer led measurement framework, forecasts & customer targets to set the performance aspiration for the organisation.


-Day to day ownership of customer experience agency & supplier relationships, priorities and action planning - both transactional and relationship CEX
-Customer experience framework & capabilities (incl. measurement, target setting & performance to target) - definition, evolution & embedding
-Be accountable for the overall CSI and disat KPI target setting and governance to understand current performance, gaps and solutions to close these gaps
-CEX governance incl. reporting responsibility through to Com Com, other cross organisation forums & ultimately OpCom
-Own and document CEX risks and mitigation plans
Skills & experience:
-CEX research and measurement methodology experience and experience
-Powerful impact, stakeholder influence and relationship management
-KPI setting, planning and measurement experience
-Customer champion & crusader
-Tenacious matrix delivery track record
- Challenger, innovator, problem solver
Grade: PCGT

Salary and benefits:

We are looking to pay a competitive salary (depending on experience) for this position, and in addition we have some great benefits that could include a bonus, life cover, health care, holiday entitlement and lots of flexible benefits too.

Telefonica`s commitment to a great work-life balance allows us to consider flexible approaches to working. Like to know more? Feel free to raise it.

Joining Telefonica means opening up a world of freedom, support and possibility. A fascinating world where you`ll be able to think bigger, be bolder and try new things. And where there are endless opportunities to develop your career.

There`s so much to discover. Your adventure starts here.

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