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Customer Experience Measurement and Performance Manager

Date: 11-Sep-2022

Location: SLOUGH, GB

Company: Telefonica S.A.

It matters to us that Team O2 is as diverse as the communities we serve. 

We’re aware that we need more diversity in our senior leadership roles, so we welcome and encourage people from all backgrounds to apply. 

Whoever you are, O2 has a place for you. 

Come join us.


Job title: Customer Experience Measurement and Performance Manager

Reporting to: Head of Business Customer Experience and Journey Management

Direct reports: 1

Department: Business

Division: Customer Excellence/Performance Excellence

Location: Slough/ Flexible

Closing date: TBC


The Customer Experience & Journey Management team is a critical function in supporting the achievement of the Business Division and companywide, customer strategy and targets particularly around Commercial growth, Cost & Profit optimisation, Retention, and Cross-sell/Retention. The successful candidate will play a fundamental role in delivering future growth, by delivering insight into all aspects of the business, which will enable commercial data-driven business decisions to be made. This is a true career-making opportunity for the right individual, in a fast-paced and exciting environment.


Who we are


At Virgin Media O2 we're going All In, to remove bias and barriers for our people and our candidates. We're working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey.


Key responsibilities


  • Responsibility for the definition and delivery of CX Measurement and data performance projects - producing relevant project or communication documentation, working with the NPD and virtual / matrix team
  • Management and prioritisation of work stack with CX measurement agencies – ensuring projects are delivered timely, on budget and to the required scope
  • Work closely with key stakeholders across Virgin Media O2 Business to agree in-source/Outsourcing strategy for CX measurement and standardise methodologies across the Business division
  • Direct ownership and accountability for all O2 are all necessary data measurement/ insight initiatives, ensuring we ask the right thing, in the right way at the right time – giving a voice to all our Business customers and being the champion of that voice and achieving results against agreed KPI’s across Business Division.
  • Employing effective project governance and communications to manage internal stakeholders, external suppliers and customers’ expectations. Including the production of effective communications, reporting and senior stakeholder comms
  • Effectively manage and control change and risk across all elements of the customer feedback journey. Mitigating gaps were vital and using existing escalation routes and forums to raise and challenge risks
  • Exercise clear and effective Line and matrix management of a project team, 3rd parties suppliers, agencies and delivery partners through excellent interpersonal skills and efficient work breakdown structures
  • Manage cost centre budget relating to measurement initiatives and 3rd party Measurement agencies.


The must-haves


In order to be considered, you must have the following experience

  • Strong stakeholder management to Wider Leadership Team/SLT levels and strong experience in matrix management with multiple parties (including supplier & Partner management) and stakeholders to deliver results
  • Excellent knowledge of data analytics and data insight including the use of Excel, Power BI, SQL, Scripting and storytelling/ presentation of complex data - with the ability to translate data and insight into opportunities for positive change - Exposure to working across different data sets, ranging from customer and operational data to web analytics.
  • Strong knowledge and understanding of Business Customer Experience Measurement methodologies, KPIs, Journey Framework, principles and toolsets
  • Proven experience of creative thinking with the ability to craft longer-term strategy whilst delivering more tactical initiatives
  • Previous experience in delivering a customer experience through consulting internally or liaising directly with customers/partners/ other business stakeholders
  • Previous experience to meet targets and work to KPIs and budgets
  • CEX research & measurement methodology experience & expertise
  • Project Management, Agile/Lean Methodologies, ITIL, proficient use of communication and CX tools including Mural


What's in it for you?


We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work-life balance.


Next steps


If we feel like a place where you can belong, we'd love to learn more about you. Once you've submitted an application the next steps of the process, if successful, are likely to include a conversation with a recruiter, followed by a 2-step process.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media O2 family.


We’ll be sending you emails about the status of your application. To make sure you receive these, please add and to your Safe Senders list.

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.  

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

We also believe a great work-life balance is important, so we’re open to considering flexible working arrangements. Like to know more, feel free to raise it.  

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places. 

If you have any questions around the role then please email who will be happy to help.