Customer, and Continuous Improvement Manager

Customer, Change and Continuous Improvement Manager Job Info

• Job Identification 7614
• Posting Date 12/09/2025, 03:57 PM
• Locations UK London C49 (Work From Office)
• Experience (In Years) 3-6

EXL (NASDAQ: EXLS) is a global data and artificial intelligence ("AI") company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others.

EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect.

We are headquartered in New York and have more than 60,000 employees spanning six continents. For more information,  .

Role

Title:

Customer, Change and Continuous Improvement Manager

Location: Manchester, United Kingdom

Employment Type: Permanent

Contact Centre Operating

Hours:

8am-8pm 7/365 days per year. Shiftwork applies.

Summary of the role:

• The Customer, Change and Continuous Improvement Manager plays a pivotal role in the client service desk, focusing on enhancing the experience of internal and external stakeholders, with specific service improvement accountabilities for our Distribution Network Operators (DNOs), energy suppliers, meter operators and the wider utility ecosystem.
• Interacting with first- and second-generation meters, the Smart Meter Network, 4G communication hubs, as well as the Central Switching Service to provide incident management, triage and resolution.
• Reporting directly to the Service Centre Manager, this position drives customer‑centric initiatives, manages change programmes, and leads continuous improvement efforts to optimise service delivery in alignment with the SMART Energy Code (SEC) and Retail Energy Code (REC), and within regulatory guidelines from OFGEM (Office of Gas and Electricity Markets).
• You will collaborate closely with the Service Development Manager and Service Desk Performance Manager to ensure seamless integration of customer feedback, process enhancements and performance metrics, ultimately supporting our client’s mission to maintain a secure, reliable national smart meter network connecting over 50 million devicess.

As part of your duties, you will be responsible for:

• Collaborating with our client and industry to develop and implement customer experience strategies for the service desk, including handling queries across Smart Meter and Central Switching Services, ensuring compliance with OFGEM regulations and Licence Conditions.
• Leading change management programmes for service desk processes using project management and ITIL methodologies and In-Life Change (ILC) frameworks.
• Identifying opportunities for continuous improvement by analysing service desk data and customer feedback, including our Customer Effort Score (CES), and performance dashboards to conduct root cause analysis and facilitation workshops aimed at reducing resolution times, engineer visits and other priorities, including enhancing interoperability for switching.
• Collaborating closely and supporting the client with all change and transformation initiatives on their roadmap for success and improvement, delivering objectives required by the service desk.
• Building meaningful relationships and informed conversations with all internal stakeholders and providing support to ensure that the frontline delivers better outcomes for our customers within a multi‑channel environment.
• Fostering a culture of ongoing enhancement by working cross‑functionally with the Service Development Manager to enhance training and align change with regulatory compliance, and with the Service Performance Manager to inform and test new process improvements, track KPIs, and integrate incident data and industry feedback into our team performance goals.
• Monitoring, through collaboration, our relationships and reputation within the industry. You will have an unwavering determination to ensure that we achieve first‑time‑right and deliver memorable experiences for our stakeholders.
• Monitoring…