Customer, Change and Continuous Improvement Manager
EXL (NASDAQ: EXLS) is a global data and artificial intelligence ("AI") company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 60,000 employees spanning six continents. For more information, visit www.exlservice.com.
Role Title: Customer, Change and Continuous Improvement Manager
Location: Manchester, United Kingdom
Employment Type: Permanent
Contact Centre Operating Hours: 8am-8pm 7/365 days per year. Shiftwork applies.
Summary of the role:
- The Customer, Change and Continuous Improvement Manager plays a pivotal role in the client service desk, focusing on enhancing our internal and external stakeholders experience with specific service improvement accountabilities for our Distribution Network Operators (DNOs), energy suppliers, meter operators and the utility ecosystem.
- Interacting with first- and second-generation meters, the Smart Meter Network, 4G communication hubs as well as the Central Switching Service to provide incident management, triage and resolution.
- Reporting directly to the Service Centre Manager, this position drives customer‑centric initiatives, manages change programmes, and leads continuous improvement efforts to optimise service delivery in alignment with the SMART Energy Code (SEC) and Retail Energy Code (REC) and within regulatory guidelines from OFGEM (Office for Gas Electricity Markets)
- You will collaborate closely with the Service Development Manager and Service Desk Performance Manager to ensure seamless integration of customer feedback, process enhancements, and performance metrics ultimately supporting our client’s mission to maintain a secure, reliable national smart meter network connecting over 50 million devices.
As part of your duties, you will be responsible for:
- Collaborate with our client and industry to develop and implement customer experience strategies for the service desk, including handling queries across Smart Meter and Central Switching Services, ensuring compliance with OFGEM regulations and License Conditions.
- Lead change management Programmes for service desk processes using project Management and ITIL methodologies and In‑Life Change (ILC) frameworks.
- Identify opportunities for continuous improvement by analysing service desk data, customer feedback including our Customer Effort Score (CES) and performance dashboards to conduct a root cause analysis and facilitation workshops to reduce resolution times, engineer visits and other priorities including enhancing interoperability for switching.
- You will be required to collaborate closely and support the client with all change and transformation initiatives on their roadmap for success and improvement, delivering objectives required by the service desk.
- You will build meaningful relationships and informed conversations with all internal stakeholders and provide support to ensure that the frontline deliver better outcomes for our customers within a multi‑channel environment.
- Foster a culture of ongoing enhancement by working cross functionally with the Service Development Manager to enhance training and align change with regulatory compliance, and with the Service Performance Manager to inform and test new process improvements, track KPIs, integrate Incident data and industry feedback into our team performance goals.
- You will monitor through collaboration our relationships and reputation within industry. You will have an unwavering determination to ensure that we achieve first time right, and memorable experiences for our stakeholders.
- You will monitor and report on customer satisfaction metrics (e.g. Customer Effort Score CES), improve adoption rates and improve project outcomes by providing insights to inform our client strategic decisions.
Qualifications and experience we consider to be essential for the role:
- Bachelor’s degree in Business Management, Energy Systems or relevant experience in a related field.
- Relevant experience and certification in Project Management skills, Lean Six Sigma Blackbelt and ITIL practitioner is advantageous.
- 7+ years in customer service, change leadership or continuous improvement roles with the energy sector with proven experience in smart metering or supplier switching operations.
- A robust knowledge of UK energy regulations (e.g. SEC, REC, Ofgem standards) and Smart Meter technologies.
- Demonstrable success in leading improvement projects, such as process automation, system change and e2e transformation delivery.
Skills and Personal attributes we would like to have:
- Excellent stakeholder management and communication skills with experience engaging energy suppliers and resolving complex queries.
- Proficiency in data analysis tools such as Excel and Power BI and report writing.
- Ability to drive cultural shifts towards continuous improvement.
- Strategic thinker with strong problem‑solving skills. Adaptable to a fast‑paced environment who are focused on responsible budget holding and creating change to create the right experience.
- Collaborative mindset, with a commitment to cross team integration and regulatory adherence.
As part of a leading global analytics and digital solutions company, you can look forward to:
- A market competitive package and a rewarding pension.
- EXL provides everyday financial well‑being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.
- At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.
- As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.
- EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).
We are committed to equality, diversity and inclusion and welcome applications from all backgrounds.
To be considered for this role, you must already be eligible to work in the United Kingdom.
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