Are you passionate about shaping exceptional technology service experiences? We’re looking for a Service Experience Manager to help elevate how our people engage with our technology services across every touchpoint—from incident and request journeys to self‑service channels and proactive communications.
About the Role
In this role, you’ll champion improvements across inbound contact channels (including IVR, Virtual Agent, knowledge content, portal/catalogue and mobile), ensuring every interaction is clear, intuitive and user‑centred. You’ll use customer insight and data‑driven analysis to identify opportunities that reduce contact volumes, enhance self‑service, and improve overall satisfaction.
You’ll also play a key role in shaping and reviewing service communications, ensuring they are timely, relevant, and written in accessible business language.
What You’ll Do
- Identify and prioritise opportunities to improve the technology customer experience across all contact channels.
- Optimise customer journeys end-to‑end, ensuring clarity, accessibility, and ease of use.
- Shape and review customer communications, ensuring messaging is clear, consistent and customer‑focused.
- Analyse feedback and data from multiple sources to develop meaningful insights and CX improvement strategies.
- Lead CX needs assessments, support business case development, and highlight ROI-driven improvements.
- Present insight and recommendations to senior stakeholders in an engaging, accessible way.
- Build strong collaborative relationships across Service Management, Operations and wider GT&I teams.
- Remove or elevate blockers to ensure smooth delivery of initiatives and improvements.
What You’ll Bring
- Experience in Service Management with strong process‑improvement capability.
- A proactive, analytical mindset with the ability to turn data into actionable change.
- Experience with customer insight approaches (e.g., Voice of the Customer).
- Strong communication skills and the ability to translate technical insight into clear, user‑friendly language.
- Experience with ITSM toolsets (ideally ServiceNow) and service lifecycle communication channels.
- Collaborative working style, strong influencing skills, and a customer‑first approach.
What We Offer
Joining us means becoming part of a people‑centred, collaborative environment where your ideas and expertise shape the future of our service experience. You’ll benefit from:
- Meaningful impact: Drive change that directly improves how thousands of colleagues engage with technology.
- Professional growth: Opportunities to deepen your expertise in CX, data‑driven service improvement, and technology service management.
- Inclusive culture: A workplace where diverse perspectives are valued, and everyone is encouraged to contribute and belong.
- Supportive environment: Work alongside engaged colleagues across Service Management, Operations and wider Technology teams who share a commitment to continual improvement.
- Visibility & influence: Regular engagement with senior stakeholders and the chance to champion customer experience at firm‑wide level.
Inclusion
Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.
Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (eg the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.
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