Regional Customer Experience Lead (NW)

Maintel; Blackburn; On-site; GBP 50,000 - 70,000; Full time

Job summary

Maintel in the United Kingdom seeks a Customer Experience Manager to be the primary operational contact for a portfolio of customers, delivering proactive, high-quality managed service experiences throughout their journey.

You will build trusted relationships, lead governance and QBRs, monitor performance, and drive improvements while coordinating with Customer Success, Service Operations and Reporting teams. The role requires travel across the North West region.

Qualifications

• Experience in Customer Experience, Service Delivery or Service Management.
• Proven track record leading customer service reviews or QBRs.
• Strong stakeholder management and communication skills.
• Ability to translate service data into practical improvements.

Responsibilities

• Build strong, long-term relationships with assigned customers as the primary operational contact.
• Lead service reviews, governance meetings and QBRs with clear performance insights.
• Monitor service performance, identify risks and drive continuous improvements.
• Create and manage CSIPs with committed, measurable actions.
• Support customers through issues and escalations with professionalism and empathy.
• Collaborate with Customer Success, Service Ops, Reporting and Tech teams to improve service quality.
• Use reporting data to provide insights and recommendations to enhance the customer experience.

Skills

Relationship-building

Stakeholder management

Communication skills

Service Delivery

Service Management

QBRs leadership

Data interpretation

Issue/risk management

Organization

Tools

ITIL awareness

Job description

Maintel in the United Kingdom seeks a Customer Experience Manager to be the primary operational contact for a portfolio of customers, delivering proactive, high-quality managed service experiences throughout their journey.

You will build trusted relationships, lead governance and QBRs, monitor performance, and drive improvements while coordinating with Customer Success, Service Operations and Reporting teams. The role requires travel across the North West region.