An exciting opportunity has arisen for a Product Service Manager to join our Service Family.
As a Product Service Manager, you will be responsible for owning the service relationship with a nominated business unit and acting as an interface on behalf of the B2B Client Service Managers, identifying and leading on service improvement opportunities, managing escalations, and coordinating operational issues and improving client satisfaction.
The Product Service Manager should be a committed, pro-active and self-motivated individual with a strong service management background, highly organised approach, and experience in delivering Client satisfaction. Role Responsibilities
Interpreting expectations in relation to service, ensuring service related issues are resolved whilst ensuring consistency in the communication throughout the business
To have a detailed understanding of Experian services for the area of responsibility and to act as top of stack where the service is provided across multiple business lines
Working knowledge of the customer journey and the downstream impact of any service issues relating to supported products
Providing the 'Voice of the Customer' by advising and influencing internal stakeholders at all levels regarding the delivery, availability and functionality of services and systems supported in this by the Client Service Managers
Own and deliver internal Product Service Revie...
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Own and deliver internal Product Service Reviews, with a standard agenda and ensuring actions are managed to completion and that key internal stakeholders are kept updated on status
Identify and capture Risks and Issues for Products/services, ensuring that they are logged onto the internal risk register that can then flow into the account risk and issues register
Ensure Client roadmaps and requirements are understood and effectively communicated back into Experian for further service improvement and/or revenue growth
Ensure Experian product roadmaps and strategic initiatives are understood and effectively communicated to the CSM community
To understand where the Experian services are within the product lifecycle and to communicate to internal stakeholders on a regular basis
Act as the 'Voice of the Product' for all product impacting change (change champion)
Work with Service Delivery Management to ensure IT Service Management (ITSM) processes and controls are in place and working for their products/services
Establishes strong affiliation and maintains a 'trusted advisor' relationship with internal stakeholders, providing the key point of contact for Client Service Management issues and ensuring high levels of service stability and reliability. This will be reflected by internal stakeholder feedback
Develop awareness of relevant influencing factors to the market/business. Understand impacts of changing landscapes
Work with service delivery management to ensure that trend analysis of incidents, performance and availability of products/services feeding into the service improvement plan and acting as input for the client monthly review packs. Provide support to E Grade Product Service Managers to complete equivalent activities
Ensure that excellent downstream Client outcomes are at the centre of decision making
Successfully lead, manage and influence activities within a matrix managed environment when escalation is required. Ensure all escalations are valid / justified and that the correct channels have been followed prior to the required escalation
Successfully lead, manage and influence activities within a matrix managed environment
Detailed knowledge of relevant compliance (FCA, PCI, DPA, GDPR etc.) and Information Security regulations in line with Experian's required levels
ITIL Expert preferred with minimum ITIL v3 foundation
Excellent ability to lead others, through a matrix management approach, to resolve complex problems
Ability to communicate at all stakeholder levels (peers to Exec, internally and externally)
Leverage experience to help develop other Service Managers within the team
Ability to articulate complex issues clearly and concisely, both verbally and in writing, adapting to the audience as required
Experience of working within service improvement projects
Knowledge of product lifecycle
Ability to plan and deliver activities at both a strategic and detailed level, ensuring delivery on time and quality
In addition to a competitive base salary, we also offer an annual bonus, private healthcare for yourself and your family plus a number of other benefits such as pension, share scheme, 24 hour access to GPs and more.
At Experian we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process. Please raise this with your recruiter.
We also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.