Customer Experience & Service Improvement Manager (B2B)
Core
Drive customer experience and service performance improvements for Intellihub's B2B retailer customers by identifying trends, root causes, and systemic issues.
Role type
Senior Customer Experience & Service Improvement Manager (B2B)
Builds
Service governance frameworks, improvement initiatives, and actionable insights for business decision-making
Domain
Energy/Utilities (Smart metering, solar, EV, virtual power plant)
Required skills
Customer experience strategy, service performance analysis, root cause analysis, stakeholder management, process improvement, team leadership, commercial awareness, analytical thinking
Preferred skills
Experience in regulated service-intensive industries (energy, utilities, technology), leading customer success/account coordination teams
Technologies
N/A
Responsibilities
Analyse customer feedback and service data to identify trends and root causes; Champion the voice of the customer to inform business priorities; Lead service improvement initiatives addressing systemic issues; Drive accountability across teams for sustainable solutions; Develop and oversee service governance frameworks and reporting; Partner with operational leaders to proactively improve service delivery; Lead and develop Customer Success and Account Coordination teams
Seniority
Senior, hands-on IC with team leadership