Customer, Change and Continuous Improvement Manager in Manchester

EXL (NASDAQ: EXLS) is a global data and artificial intelligence ("AI") company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others.

The Customer, Change and Continuous Improvement Manager plays a pivotal role in the client service desk, focusing on enhancing the experience of internal and external stakeholders, with specific service improvement accountabilities for our Distribution Network Operators (DNOs), energy suppliers, meter operators and the wider utility ecosystem.

Interacting with first- and second-generation meters, the Smart Meter Network, 4G communication hubs, as well as the Central Switching Service to provide incident management, triage and resolution.

Reporting directly to the Service Centre Manager, this position drives customer‑centric initiatives, manages change programmes, and leads continuous improvement efforts to optimise service delivery in alignment with the SMART Energy Code (SEC) and Retail Energy Code (REC), and within regulatory guidelines from OFGEM (Office of Gas and Electricity Markets).

You will collaborate closely with the Service Development Manager and Service Desk Performance Manager to ensure seamless integration of customer feedback, process enhancements and performance metrics, ultimately supporting our client’s mission to maintain a secure, reliable national smart meter network connecting over 50 million devices.

As part of your duties, you will be responsible for:

• Collaborating with our client and industry to develop and implement customer experience strategies for the service desk, including handling queries across Smart Meter and Central Switching Services, ensuring compliance with OFGEM regulations and Licence Conditions.
• Leading change management programmes for service desk processes using project management and ITIL methodologies and In-Life Change (ILC) frameworks.
• Identifying opportunities for continuous improvement by analysing service desk data and customer feedback, including our Customer Effort Score (CES), and performance dashboards to conduct root cause analysis and facilitation workshops aimed at reducing resolution times, engineer visits and other priorities, including enhancing interoperability for switching.
• Collaborating closely and supporting the client with all change and transformation initiatives on their roadmap for success and improvement, delivering objectives required by the service desk.
• Building meaningful relationships and informed conversations with all internal stakeholders and providing support to ensure that the frontline delivers better outcomes for our customers within a multi‑channel environment.
• Fostering a culture of ongoing enhancement by working cross‑functionally with the Service Development Manager to enhance training and align change with regulatory compliance, and with the Service Performance Manager to inform and test new process improvements, track KPIs, and integrate incident data and industry feedback into our team performance goals.
• Monitoring, through collaboration, our relationships and reputation within the industry.
• Monitoring and reporting on customer satisfaction metrics (e.g., Customer Effort Score – CES), improving adoption rates and project outcomes by providing insights to inform our client’s strategic decisions.

Qualifications and experience we consider to be essential for the role:

• Bachelor’s degree in Business Management, Energy Systems or relevant experience in a related field.
• Relevant experience and certification in project management skills; Lean Six Sigma Black Belt and ITIL Practitioner are advantageous.
• 7+ years in customer service, change leadership or continuous improvement roles within the energy sector, with proven experience in smart metering or supplier switching operations.
• A robust knowledge of UK energy regulations (e.g., SEC, REC, Ofgem standards) and smart meter technologies.
• Demonstrable success in leading improvement projects, such as process automation, system change and end‑to‑end transformation delivery.

Skills and Personal attributes we would like to have:

• Excellent stakeholder management and communication skills, with experience engaging energy suppliers and resolving complex queries.
• Proficiency in data analysis tools such as Excel and Power BI, and report writing.
• Ability to drive cultural shifts towards continuous improvement.
• Strategic thinker with strong problem‑solving skills; adaptable to a fast‑paced environment, focused on responsible budget management and creating change to deliver the right experience.
• Collaborative mindset, with a commitment to cross‑team integration and regulatory adherence.

As part of a leading global analytics and digital solutions company, you can look forward to a market competitive package and a rewarding pension. EXL provides everyday financial well‑being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.

At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.

As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status. EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP). We are committed to equality, diversity and inclusion and welcome applications from all backgrounds.

To be considered for this role, you must already be eligible to work in the United Kingdom.