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Senior CX Lifecycle Manager will be accountable for driving experience improvements and digital channel shift initiatives across the Total Customer Experience (TCX) area for the lifecycle stages they have ownership of. The lifecycles stages are ‘Onboard’, ‘Use’; ‘Grow’ and ‘Continue’.
They will work collaboratively across with the cross-functional team across the business to create detailed E2E plans and bring them to life for our customers. They will ensure all parts of the business with key customer touchpoints are engaged effectively and that priorities are clear so everyone is pulling in the same direction. Historically our efforts to improve customer experience and enable channel shift have been separate from the teams managing customer touchpoints day in day out and have been quite siloed. The TCX area and this role have the opportunity to create a joined up E2E plan across the business to make our customer’s lives easier and drive digitisation.
Results orientated, customer obsessed and with a background in delivering within a matrix, this role will play a key role across VMO2 in improving the experience our customers have and delivering business benefits through digital channel shift.
In order to be considered, you must have the following experience;
- Extensive commercial or in channel operations experience within cable, mobile or telecommunications to enable effective balance between channel shift and experience improvements.
- Background in matrix delivery organisations (either in delivery or business ownership role) and proven ability to manage complex stakeholder relationships.
- Experience having led a team to deliver to an outcome.
We'd also love you to bring;
- Experience within a digital first organisation
- Extensive experience within customer experience role and proven ability to deliver improvements.
Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.
Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.
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