Senior Customer Service Manager, Experian Consumer Services (US Remote)

Company Description

You will partner with the leadership team to create a customer service experience for new products in the financial services industry, with a focus on operational excellence, CX, regulatory compliance and innovative customer service.

About us, but we’ll be brief

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

This position will be supporting the Experian Consumer Services - a passionate and innovative team with a mission to provide Financial Power to All™. Our portfolio offers credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach.

Job Description

What you’ll be doing

• Lead and manage best in class customer service function and CS delivery team 
• Track, trend, analyze and manage KPIs, including SLAs, service/ops KPIs, customer satisfaction (NPS, CSAT)
• Develop and optimize operational requirements, processes and procedures
• Assess, problem solve and troubleshoot in real time to support business and service goals
• Drive efficient, cost effective, multi-channel service delivery and manage to service budget
• Act as an advocate for the customer – communicate and partner with internal stakeholders (marketing, ops, compliance, legal, business leaders) to improve the CS experience/service CX
• Develop and execute short, medium and long-term strategies for service
• Focus on continuously delivering business and operational value, involving different stakeholders and 3rd party vendors when required
• Work cross functionally and collaboratively with partners (internal stakeholders and external partners) for this service delivery
• Create a seamless customer experience for existing and new products and services
• Unlock the data assets of customer service and systems (e.g., CRM tools) and transform into usable, impactful insights for product improvements/roadmap and feedback to the business
• Own CS/Service CX as a key element of the differentiating product/service experience for consumers and marketing/reputation

Qualifications

What your background looks like

• Progressive experience with a results-oriented growth company, in consumer financial services products
• 10 years experience in high-performance customer service, ops, service delivery 
• 3 years in consumer-focused roles, financial services or tech/startups
• Passion for customers, skills for customer advocacy, customer obsession
• World class operator with superior attention-to-detail, ability to multi-task and prioritize well in a fast paced, dynamic work environment
• Strong communication skills and high degree of personal excellence
• Financial services, payments, Fintech experience, with expertise in fulfilling operational and regulatory requirements
• Leader, team player and individual contributor
• High personal integrity, high energy, inspires others

Sense of humor and sense of adventure – desire to change the status quo and execute a vision

Additional Information

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and and it reflects what we believe. See our DEI work in action!

Please contact us at [email protected] to request the salary range of this position (include the exact Job Title as it reads above in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including 12 company-paid holidays and parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above.  Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education.  This position is also eligible for a variable pay opportunity and a comprehensive benefits package which includes health, life and disability insurance, generous paid time off including paid parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we’ve helped people and economies flourish – and we’re not done.

We take our people’s agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. See our DEI work in action!

The power of YOU. We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment.

Find out what is like to work for Experian and discover the Unexpected!