Experian is seeking a Customer Experience Manager-MCE to be a central connector between customers, our contact center, and internal teams. You will ensure a smooth customer journey by translating feedback into concrete actions and using data to drive operational improvements focused on SLAs, FCR, and CSAT/NPS.
What You'll Do
- Act as a Voice of Customer (VoC) and business line subject matter expert, summarizing direct, indirect, and inferred feedback into clear insights and action plans.
- Identify and escalate urgent customer experience issues, ensuring ownership, timelines, and updates until closure.
- Communicate effectively with teams to ensure client needs are met and feedback loops are closed.
- Prepare and deliver executive summaries to internal and external partners; lead weekly, monthly, and quarterly reviews focused on decisions.
- Present call-center performance metrics (service levels, call volumes, AHT, FCR, CSAT/NPS) with insights and recommendations.
- Share status updates and summaries with leadership; host partner syncs to review progress and remove blockers.
- Work with operations to monitor service levels, call volumes, and time to resolution, flagging trends and capacity risks.
- Review KPIs and dashboards to guide real-time responses and longer-term improvements.
- Ensure adherence to processes and standards across our teams and partners.
- Identify and define process improvement opportunities through journey mapping, defect reduction, and policy simplification; lead regular improvement reviews with partners.
- Evaluate partner performance and recommend adjustments to protect Service Level Agreements and customer outcomes.
- Update standards, tools, and documentation for future scalability and repeatability.
- Collaborate with Product, Marketing, and Account Development on customer-facing enhancements; provide feedback on changes affecting Customer Experience.
- Attend strategy meetings with Product, Marketing, Sales, and CRM to align goals and timelines for shared plans; share customer insights to influence roadmaps.
- Launch or evaluate loyalty programs and measure their impact on retention and Customer Lifetime Value (CLV).
- Track project progress and resolve blockers; run project team meetings, risk/mitigation reviews, and deliverable quality checks.
- Launch new projects or phases, evaluate outcomes, and feed insights into standards and strategies.
Team & Environment
This role is an individual contributor reporting to the Client Services Senior Manager.
