The Senior Manager, Customer Experience reports to the Head of Experience.  The purpose of the team is to support Three`s brand strategy by designing and delivering consistent, channel customer support solutions through business partnering model. This role leads a team responsible for working collaboratively with multiple teams across the business, to design and develop solutions which deliver customer satisfaction, positive brand perception and commercial targets. The role has responsibility for managing and developing a team.

• Client & Customer Management (Internal) Manage relationships with key internal customers and act as their business partner, while typically using support teams to ensure client satisfaction.
• Data Collection & Analysis Analyses key themes using data from a wide range of sources and identifies possible impacts on the business.
• Recommendations Recommends ways to improve support for operations by changing policies, processes, standards, and practices.
• Leadership and Direction Develops and/or delivers a plan for a specific area of responsibility by managing others.
• Operational Management Develops and/or delivers a plan and outcomes for an operational area with guidance from senior colleagues.
• Performance Management Takes responsibility for implementing and coordinating performance management systems for a substantial department within the organization.
• Policy Development & Implementation Participates in developing policies for area of responsibility, creating underlying procedures and monitoring their implementation within the organization.
• Project Management Delivers own small-scale or medium-scale projects by working within an established program management plan. Quality Ensures the development of quality procedures and standards by certifying technological processes, qualifying products, and supervising tests.

• Verbal Communication Acts with expertise as the organization's authority on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
• Managing Change Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on maintaining high performance while applying a change mindset to the planning, execution and monitoring of business activities during times of change.
• Customer System Operation Uses comprehensive knowledge and skills to work independently while guiding and training others how to understand and effectively operate all customer management systems.
• Business Requirements Analysis Uses comprehensive knowledge and skills to act independently while guiding and training others on analyzing the business requirements that IT solutions must meet.
• Policy and procedures Works without supervision and provides technical guidance when required on developing, monitoring, interpreting, and understanding policies and procedures, while making sure they match organizational strategies and objectives.
• Planning and Organizing Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing, and overseeing activities to efficiently meet business objectives.
• Compliance Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.
• Data Collection and analysis Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making.
• Policy and Regulation Works without supervision and provides technical guidance when required on interpreting and applying knowledge of laws, regulations, and policies in area of expertise