Senior Manager, Customer Experience and Analytics - Customer Field Ops (nexfibre) in London

About Us

nexfibre is a £4.5 billion joint venture between Infravia Capital Partners, Liberty Global and Telefónica. It is on track to deliver ultra-fast full fibre broadband to millions of homes and businesses across the UK. Together with our strategic partner Virgin Media O2, we will create the first national scale competitor to BT Openreach and will provide consumers and businesses across the UK with better innovation and choice. We operate a wholesale business model; our customers are broadband ISPs and B2B resellers and customers. We do not operate a retail broadband business.

Job Purpose

This role will ensure that nexfibre offers the best possible service to our customers. You will work closely with our strategic partner VMO2 to:

• Ensure nexfibre has a detailed understanding of the processes followed by VMO2 to deliver services
• Define and track the required KPIs to monitor customer service assurance
• Agree service performance targets in customer operations
• Analyse the service performance
• Benchmark service performance against competitors
• Identify best practices, drive and track any service improvement actions required
• Analyse potential solutions to help improve the service provided to end customers and ISPs
• Drive the analytics capabilities required by nexfibre
• Engage with VMO2 to ensure the aggregation of all asset and operational data required by nexfibre related to its own operation, customers and assets

This role will also work closely with the different nexfibre functional teams to ensure correct data gathering prioritization. It will partner specifically with the Commercial team to define and track SLAs with ISPs, and to support them in any interactions with customers related to service assurance.

Key Accountabilities:

In this role you will:

• Be responsible for achievement of established service performance targets for nexfibre
• Be responsible for compliance with service performance regulatorily or legally required targets
• Define service performance KPIs to be tracked to control and improve customer experience with the nexfibre service
• Compile all service impacting processes from VMO2 related to nexfibre service delivery and assurance in customer operations
• Benchmark nexfibre service performance against main competitors, identifying areas for improvement in nexfibre service and associated processes and tools
• Review tools being used for nexfibre and potential new solutions to improve the service provided to customers or analytic capabilities required by the business
• Support the commercial area in providing service to ISP customers and any analytical capabilities required
• In coordination with VMO2, analyse service performance KPI targets and define service improvement plans
• Track agreed service improvement plans
• Prioritise data and analysis requirements from the nexfibre business
• Define with VMO2 and any other required parties the plans for gathering the required data
• Track the delivery and quality of data received by nexfibre from any external partners
• Coordinate priorities from multiple stakeholders and rank asks in relation to the context and requirements

About You

At nexfibre, we’re building a culture that attracts, develops, and retains top talent. Our values are Open, Fast, Simple. Our team is driven, high-performing, and thrives in a fast-paced, ever-evolving digital infrastructure industry. We’re looking for people who share our passion for connecting communities, driving innovation, and delivering the next generation of full-fibre networks across the UK.

The successful candidate will bring the following attributes and skills:

• Experience in fixed network operations, with knowledge of network and/or customer operations processes
• Experience in managing service performance KPIs and related processes
• Experience in defining and managing service improvement plans
• Good knowledge of customer operations processes for fixed communications service assurance
• Management of customer service quality and experience, with a strong customer orientation
• Good awareness of project and program management tools, methods, and processes ideally gained in a Telco environment
• Understanding and experience in compiling and prioritising business data requirements, and managing complex data delivery programs
• Supports teamwork, works cooperatively and effectively with others to resolve problems and can make decisions that enhance organisational effectiveness and efficiency
• Ability to present complex information in a way that is straightforward to understand and capable of influencing key stakeholders (internal and external)
• Strong attention to detail but with the adaptability and strategic thinking to manage conflicting priorities
• Excellent communication, presentation and project management skills
• Self-sufficient, comfortable with working autonomously as well as in cross-functional teams and proactive in providing communications to senior leaders
• Ability to confidently assess and challenge 3rd party forecasts, risks and assumptions
• Adept at Excel and PowerPoint. Ideally, also, more advanced analytic tools and geoanalysis

Benefits

• Competitive salary and bonus scheme
• 25 days’ annual leave, plus the usual 8 UK Bank Holidays
• Bupa private healthcare coverage
• Access to wellbeing and mental health benefits such as the WeCare app, critical illness cover, dental & optical insurance
• Pension contribution matched up to 10%
• Access to our car benefit scheme via Tusker and our Cycle to Work scheme
• Virgin Media / O2 discounts and offers

Location

The business is currently based in our office in Paddington. The position is full time, hybrid with 3 days based in the office. nexfibre is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.