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)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
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