Sr Manager, Service Management

Department Overview

We are seeking an Experience Metrics & Customer Sentiment Senior Manager within the Enterprise Service Management (ESM) team to play a key role in shaping the future of service delivery across the enterprise. In this role, you will establish methods and best practices for measuring customer feedback, customer sentiment and service experience.

You’ll work together with the Service Experience Lead and the functional teams to establish customer experience measurements for every transaction/ interaction and ensure data-drive experience improvement plans are in place . You’ll establish and govern service experience measurements practices across all service delivery organizations and across every engagement channels for employees and franchisees.

Duties

• Establish methods and leverage industry best practices for measuring customer feedback, customer sentiment and service experience


• Enable data-driven experience improvements by defining, measuring, and analyzing customer sentiment and behavioral metrics across all service interactions


• Define and implement customer feedback metrics & KPIs: CSAT, CES, NPS, XLA indicators


• Design and maintain survey frameworks (transactional, periodic, event-based)


• Establish methods and leverage industry best practices for customer sentiment analysis, (e.g. text analytics, emotion detection, trend analysis)


• Establish methods and leverage industry best practices for behavioral analytics (e.g. clickstream, abandonment rates, channel usage patterns)


• Establish experience improvement plans based on actionable insights & experience KPIs.


• Create dashboards & scorecards on service experience for leadership and operational teams


• Govern data collection standards (frequency, timing, sampling, privacy compliance)


• Conduct quality control checks on service touchpoints to help identify inconsistencies or deviations and support timely corrective actions that protect the integrity of the experience


• Drive the build of the business case and strategic approach for the ServiceNow experience layer, aligning platform architecture with user needs and enterprise goals


• Support the design and activation of the enterprise-wide strategy of the common user experience and digital engagement layer across GBS


• Assist in the development of communications, training, and enablement materials related to service experience initiatives to drive awareness, stakeholder readiness, and successful adoption of design changes

Qualifications

• Bachelor's degree required, MD preferred


• 8+ years of experience supporting or driving strategy and planning within large, complex organizations, with demonstrated impact on service delivery, operational efficiency, or experience transformation


• Experience in defining & implementing customer feedback metrics & KPIs (CSAT, CES, NPS, XLA, etc.


• Experience with both attitudinal metrics and behavioral metrics and insights


• Experience with enterprise service platforms such as ServiceNow or equivalent


• Experience in persona-based design, service journey mapping, and process simplification


• Comfortable navigating ambiguity and fast-evolving environments, with a proactive mindset and the ability to bring structure and clarity to complex challenges


• Strong, professional interpersonal and communications skills, both verbal and written


• Highly organized and detail-oriented, with the ability to manage competing priorities and maintain high-quality output in a fast-paced and ambiguous environment