Job Description Join our Global Operations team as a Senior Manager, Customer Experience in Newcastle to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences. Reporting into the VP of Global Contact Centre, you will work with our BPO and Customer Experience teams within Service Delivery, you will lead a multi-functional team focused on delivering exceptional customer experiences and efficient outsourced operations. You will be responsible for shaping and executing strategic initiatives that enhance service quality, operational excellence, and employee capability across global contact centres. This role demands a visionary leader with deep expertise in contact centre operations, training strategy, and customer experience design—someone who thrives in a fast-paced, matrixed environment and is passionate about helping people succeed. Some of the other responsibilities include : Champion customer-centric service design across all channels (chat, email, voice). Lead CX strategy development, including frameworks, metrics, and feedback loops. Collaborate with Product, Engineering, and Commercial teams to embed CX into service delivery models. Drive continuous improvement through VOC insights, CSAT/NPS tracking, and root cause analysis. Manage global BPO partnerships, ensuring alignment with service standards and cost models. Lead performance reviews, contract negotiations, and strategic planning for BPO expansion or transition. Implement governance frameworks to monitor quality, compliance, and operational efficiency. Drive transformation initiatives, including location strategy and contractor transitions. Lead cross-functional teams across Service Delivery, CX and BPO. Partner with senior stakeholders in Global Operations, HR, Product, and Commercial. Represent Service Delivery in strategic forums and transformation programs. Foster a culture of accountability, innovation, and continuous improvement. For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in our Newcastle office and the rest working from home.