Head of Customer Experience, Analytics & Ops

Liberty Global Europe Ltd. (UK); Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A multinational telecommunications company in Paddington is seeking an experienced professional to ensure high service performance and quality for its customers. The role involves managing KPIs, collaborating with partners, and driving service improvements. Ideal candidates will have significant experience in fixed network operations, customer service management, and project oversight. Competitive salary, benefits, and a hybrid work model are offered.

Benefits

Competitive salary and bonus scheme

25 days’ annual leave plus UK Bank Holidays

Private healthcare coverage

Pension contribution matched up to 10%

Virgin Media / O2 discounts

Qualifications

• Experience in fixed network operations, knowledge of customer operations.
• Experience managing service performance KPIs.
• Good awareness of project management tools in a Telco environment.

Responsibilities

• Ensure nexfibre offers the best service to customers.
• Define and track KPIs to monitor service assurance.
• Benchmark service performance against competitors.

Skills

Fixed network operations

Service performance KPIs management

Customer orientation

Project management

Analytical skills

Communication skills

Tools

Excel

PowerPoint

Job description

A multinational telecommunications company in Paddington is seeking an experienced professional to ensure high service performance and quality for its customers. The role involves managing KPIs, collaborating with partners, and driving service improvements. Ideal candidates will have significant experience in fixed network operations, customer service management, and project oversight. Competitive salary, benefits, and a hybrid work model are offered.