XMO Officer – Experience Management Office

Version 1; City Of London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading technology services provider is looking for an XMO Officer who will support the delivery of experience metrics and enhance service excellence. Key responsibilities include monitoring digital experiences, implementing XLAs, and collaborating across teams. Ideal candidates will have experience in IT support, strong analytical abilities, and a collaborative mindset. This position provides a robust benefits package that prioritizes employee wellbeing and career growth.

Benefits

Quarterly Performance-Related Profit Share

Career Progression and mentorship

Flexible/remote working

Private Healthcare Cover

Gym Discounts

Education assistance

Qualifications

• Experience in IT support, service desk, or user engagement roles.
• Familiarity with experience monitoring tools and reporting.
• Strong analytical and communication skills.

Responsibilities

• Monitor digital experience using performance tools.
• Support implementation of XLAs and VLAs.
• Assist in preparing reports and feedback loops.
• Coordinate training and engagement events.
• Collaborate to resolve experience-impacting issues.

Skills

IT support

User engagement

Analytical skills

Communication skills

Collaboration

Tools

Experience monitoring tools

ITIL processes knowledge

Job description

Overview

As XMO Officer, you will support the delivery of experience metrics, contribute to service reviews, and help embed experience thinking into operational workflows. You will work closely with the Digital Hub service desk, and product teams to ensure experience insights drive service excellence.

Key Responsibilities

• Monitor digital experience using Riverbed and other network and application performance tools in conjunction with our delivery partner.


• Support implementation of XLAs and VLAs and experience dashboards.


• Assist in preparing reports, reviews, and feedback loops.


• Coordinate training, Supplier engagement events and awareness sessions in the Digital Hub.


• Collaborate with service desk and support teams to resolve experience-impacting issues.


• Maintain documentation and contribute to lessons learned processes.

Qualifications

• Experience in IT support, service desk, or user engagement roles.


• Familiarity with experience monitoring tools and reporting.


• Strong analytical and communication skills.


• Ability to work collaboratively across teams and functions.


• Understanding of ITIL processes and service management principles.

Why Version 1?

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits.


• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.


• Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance.


• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.


• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.


• Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.


• Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.


• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits… drop us a note to find out more.