Senior Manager, Customer Experience and Analytics
About Us: nexfibre is a £4.5 billion joint venture between Infravia Capital Partners, Liberty Global and Telefónica, created to deliver ultra‑fast full‑fibre broadband to up to 7 million homes across the UK. Together with our strategic partner Virgin Media O2, we are building the first national‑scale competitor to BT Openreach, providing consumers and businesses with better innovation and choice. We operate a wholesale model; our customers are broadband ISPs and B2B resellers, and we do not operate a retail broadband business.
Job Purpose
As a fundamental part of nexfibre’s activity, this role ensures we offer the best possible service to our customers by understanding and improving service delivery, defining and tracking KPIs with VMO2, analysing performance, benchmarking against competitors, driving improvement actions, and building the analytical capabilities required across nexfibre.
Key Accountabilities
* Achieve established service performance targets for nexfibre.
* Ensure compliance with regulatory or legal service performance targets.
* Define and track service performance KPIs to improve customer experience.
* Compile all service‑impacting processes from VMO2 related to nexfibre service delivery.
* Benchmark nexfibre service performance against main competitors and identify improvement areas.
* Review existing tools and propose new solutions to enhance service delivery and analytics.
* Support the commercial area in service provision to ISP customers and analytical needs.
* In coordination with VMO2, analyse KPI targets and develop improvement plans.
* Track agreed service improvement plans.
* Prioritise data and analysis requirements for the nexfibre business.
* Define data gathering plans with VMO2 and other stakeholders.
* Track delivery and quality of data received from external partners.
* Coordinate priorities from multiple stakeholders and rank requests appropriately.
About You
At nexfibre we build a culture that attracts, develops and retains top talent. Our values are Open, Fast, Simple. We are looking for people who share our passion for connecting communities, driving innovation, and delivering the next generation of full‑fibre networks across the UK.
Skills & Experience
* Experience in fixed network operations and customer operations processes.
* Experience managing service performance KPIs and related processes.
* Experience defining and managing service improvement plans.
* Knowledge of customer operations processes for fixed communications service assurance.
* Strong customer orientation and experience in managing service quality.
* Awareness of project and programme management tools, methods and processes (ideally from a Telco environment).
* Experience compiling and prioritising business data requirements and managing complex data delivery programmes.
* Adept at teamwork, cooperative problem solving and decision making to enhance organisational effectiveness.
* Ability to present complex information clearly and influence key stakeholders.
* Strong attention to detail with strategic thinking to manage conflicting priorities.
* Excellent communication, presentation and project management skills.
* Self‑sufficient, comfortable working autonomously or cross‑functionally and proactive in communicating with senior leaders.
* Ability to assess and challenge third‑party forecasts, risks and assumptions.
* Proficiency in Excel and PowerPoint; advanced analytics and geo‑analysis tools are a plus.
Benefits
* Competitive salary and bonus scheme
* 25 days annual leave plus 8 UK Bank Holidays
* Bupa private healthcare coverage
* Wellbeing and mental health benefits (WeCare app, critical illness cover, dental & optical insurance)
* Pension contribution matched up to 10%
* Car benefit scheme via Tusker and 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 provide reasonable accommodation for individuals with disabilities to participate in the application or interview process, perform essential job functions, and receive other employment benefits. Please contact us to request accommodation.
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