Director of Customer Service Operations

Discover the Unexpected

Experian is the world’s leading global information services company. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped economies and communities flourish – and we’re not done.

Our 21K amazing employees in 40+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ the brightest minds that share our purpose and want to make a difference.

We are recruiting a Director of Customer Service Operations to lead our Customer Servicing team, within Consumer Services, ensuring we provide an exceptional service to our customers.

You will be leading a team of over 300 employees both onshore and offshore, with 5 direct reports based in the UK. and have responsibility for driving the business strategy across service, regulation adherence, budget, service delivery and continued development of this multi functional area.

You will be managing daily operational activites across:

• Voice Functions (call centre) – Customer Services, Affinity Services
• Non-Voice (letters, white mail, emails, web chat, chat bot)
• Fraud & Authentication (incl. CIFAS reporting and relationship)
• Change & Process Optimisation & quality
• Operational performance of outsourced 3rd parties onshore / offshore.

As part of this role, you will be assessing our contact centre and idenifying how we can take it to the next level whilst understanding how we can deliver a better service to our customers.

Essential

• Experience of working at a senior level in a high-volume, complex customer service operation and leading strong customer service performance within a commercially driven environment.
• Proven experience of developing and leading a customer centric strategic vision.
• Strong business planning techniques and disciplines needed to develop and execute operational plans including budget and work force plans.
• Experience working within a regulated environment & experience of managing a complaints handling function in a regulatory environment.
• Exceptional stakeholder management and influencing skills.
• Proven success in leading and building high performing teams whilst supporting, mentoring and coaching performance and development.

Desirable

• Experience of working with Artificial Intelligence and Machine Learning
• FCA knowledge and experience
• Transformation delivery

Our uniqueness is that we truly celebrate yours.

Experian's culture and people are key differentiators. We take our people agenda very seriously. We focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. We’re an award winning organisation due to our strong people first approach.

Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here