{"id":9055,"date":"2026-03-20T01:02:39","date_gmt":"2026-03-20T01:02:39","guid":{"rendered":"https:\/\/www.libertyglobal.com\/job\/senior-manager-customer-experience-and-analytics-customer-field-ops-nexfibre-2\/"},"modified":"2026-03-20T01:02:44","modified_gmt":"2026-03-20T01:02:44","slug":"senior-manager-customer-experience-and-analytics-customer-field-ops-nexfibre-req_00037831","status":"publish","type":"job","link":"https:\/\/www.libertyglobal.com\/careers\/vacancy\/senior-manager-customer-experience-and-analytics-customer-field-ops-nexfibre-req_00037831\/","title":{"rendered":"Senior Manager, Customer Experience and Analytics – Customer Field Ops (nexfibre)"},"content":{"rendered":"
\n

About Us<\/b><\/h2>\n

nexfibre<\/span> is a \u00a34.5 billion joint venture between <\/span>Infravia<\/span> Capital Partners, Liberty Global and Telef\u00f3nica. <\/span><\/span>It is on track to deliver ultra-fast full fibre broadband to millions of homes and businesses across the UK.
\u00a0<\/span><\/span>
Together with our strategic partner Virgin Media O2, we will create the first national scale competitor to BT Openreach and will provide consumers and businesses across the UK with better innovation and choice.<\/span><\/span>\u00a0<\/span><\/span>
\u00a0<\/span><\/span>
We <\/span>operate<\/span> a wholesale business model; our customers are broadband ISPs and B2B resellers and customers. We do not <\/span>operate<\/span> a retail broadband business<\/span><\/span><\/p>\n

\n

Job Purpose<\/b><\/h2>\n<\/p>\n
\n

This role will ensure<\/span> that <\/span>nexfibre<\/span> offers<\/span> the best possible service to our customers. <\/span>You <\/span>will work closely with our strategic partner VMO2 to\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n<\/div>\n

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  • \n

    E<\/span>nsure <\/span>nexfibre<\/span> has a detailed understanding of the processes followed by VMO2 to deliver services<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

    \n
      \n
    • \n

      D<\/span>efine and track the required KPIs to <\/span>monitor<\/span> customer service assurance<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

      \n
        \n
      • \n

        A<\/span>gree service performance targets in customer operations\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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          \n
        • \n

          A<\/span>nalyse the service performance<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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          • \n

            B<\/span>enchmark service performance against competitors<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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            • \n

              Identify<\/span> <\/span>best practices, drive and track any service improvement actions <\/span>required<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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              • \n

                A<\/span>nalyse potential solutions to help improve the service provided to end customers and ISPs<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                  \n
                • \n

                  D<\/span>rive the analytics capabilities required by <\/span>nexfibre<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                    \n
                  • \n

                    E<\/span>ngage with VMO2 to ensure the aggregation of all asset and operational data required by <\/span>nexfibre<\/span> related to its own operation, <\/span>customers<\/span> and assets<\/span><\/span>\u00a0<\/span><\/span><\/p>\n<\/li>\n<\/ul>\n

                    \u200bThis role will <\/span>also <\/span>work closely with the different <\/span>nexfibre<\/span> functional teams to ensure correct data gathering prioritization. It will partner specifically with the Commercial team to define and track SLAs with ISPs<\/span>,<\/span> and to support them in any interactions with customers related to service assurance<\/span>.\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n<\/div>\n

                    Key Accountabilities:<\/b><\/h2>\n<\/p>\n

                    In this role you will:<\/p>\n

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                    • \n

                      \u200bResponsible for achievement of established service performance targets for <\/span>nexfibre<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n

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                      • \n

                        Responsible for compliance with service performance regulatorily or legally required targets.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                          \n
                        • \n

                          Define service performance KPIs to be tracked to control and improve customer experience with the <\/span>n<\/span>exfibre<\/span> service.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                            \n
                          • \n

                            Compile all service <\/span>impacting<\/span> processes from VMO2 related to <\/span>nexfibre<\/span> service delivery and assurance in customer operations. It will include main customer operations processes related to customer service delivery and customer incidents resolution or customer requested works.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

                            \n
                              \n
                            • \n

                              Benchmark <\/span>nexfibre<\/span> service performance against main competitors, <\/span>identifying<\/span> areas for improvement in <\/span>nexfibre<\/span> service and associated processes and tools.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

                              \n
                                \n
                              • \n

                                Review tools being used for <\/span>nexfibre<\/span> and potential <\/span>new solutions<\/span> to improve the service provided to customers or analytic capabilities required by the business.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                  \n
                                • \n

                                  Support the commercial area in providing service to ISP customers and any analytical capabilities <\/span>required<\/span>.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                    \n
                                  • \n

                                    In coordination with VMO2, analyse service performance KPI targets and define service improvement plans.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n

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                                    \n
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                                    • \n

                                      Track agreed service improvement plans.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                      • \n

                                        Prioritise data and analysis requirements from the <\/span>nexfibre<\/span> business. Define with VMO2 and any other required parties the plans for gathering the required data.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                          \n
                                        • \n

                                          Track the delivery and quality of data received by <\/span>nexfibre<\/span> from any external partners.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                          • \n

                                            Coordin<\/span>ate<\/span> priorities from multiple stakeholder<\/span>s and <\/span>rank asks in relation to the context and requirements<\/span>.<\/span><\/span><\/p>\n<\/li>\n<\/ul>\n<\/p>\n<\/div>\n<\/div>\n

                                            About You<\/b><\/h2>\n<\/p>\n

                                            At nexfibre, we\u2019re building a culture that attracts, develops, and retains top talent. Our values are Open, Fast, Simple. Our team is driven, high-performing, and thrives in a fast-paced, ever-evolving digital infrastructure industry. We\u2019re looking for people who share our passion for connecting communities, driving innovation, and delivering the next generation of full-fibre networks across the UK.\u00a0<\/p>\n<\/p>\n

                                            The successful candidate will bring the following attributes and skills:\u00a0<\/p>\n

                                            <\/h2>\n

                                            Skills & Experience<\/b><\/h2>\n
                                            \n
                                              \n
                                            • \n

                                              Experience in fixed network operations, with knowledge of network and\/or customer operations processes<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                \n
                                              • \n

                                                Experience in managing service performance KPIs and related processes.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                • \n

                                                  Experience in defining and managing service improvement plans.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                    \n
                                                  • \n

                                                    Good knowledge of customer operations processes for fixed communications service assurance.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                      \n
                                                    • \n

                                                      Management of customer service quality and experience, with a strong customer orientation.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                        \n
                                                      • \n

                                                        Good awareness of project and program management tools, methods, and processes ideally gained in a Telco environment.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                        • \n

                                                          Understanding and experience in compiling and prioritising business data <\/span>requirements, and<\/span> managing complex data delivery programs.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                          • \n

                                                            Supports teamwork, works cooperatively and effectively with others to resolve problems and can make decisions that enhance organisational effectiveness and efficiency<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                            • \n

                                                              Ability to present complex information in a way that is straightforward to understand and capable of influencing key stakeholders (internal and external).<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                              • \n

                                                                Strong attention to detail but with the adaptability and strategic thinking to manage conflicting priorities.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                                • \n

                                                                  Excellent communication, <\/span>presentation<\/span> and project management skills.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                                  • \n

                                                                    Self-sufficient, comfortable with working autonomously as well as in cross-functional teams and proactive in providing communications to senior leaders.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                                      \n
                                                                    • \n

                                                                      Ability to confidently assess and challenge 3rd party forecasts, <\/span>risks<\/span> and assumptions.<\/span><\/span>\u00a0<\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

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                                                                      • \n

                                                                        Adept at Excel and PowerPoint. Ideally, also, more advanced analytic tools and <\/span>geoanalysis<\/span>.<\/span><\/span><\/p>\n<\/li>\n<\/ul>\n<\/div>\n

                                                                        <\/h3>\n

                                                                        Benefits<\/b><\/h2>\n
                                                                          \n
                                                                        • \n

                                                                          Competitive salary and bonus scheme\u00a0<\/p>\n<\/li>\n<\/ul>\n

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                                                                          • \n

                                                                            25 days\u2019 annual leave, plus the usual 8 UK Bank Holidays\u00a0\u00a0<\/p>\n<\/li>\n<\/ul>\n

                                                                              \n
                                                                            • \n

                                                                              Bupa private healthcare coverage\u00a0<\/p>\n<\/li>\n<\/ul>\n

                                                                                \n
                                                                              • \n

                                                                                Access to wellbeing and mental health benefits such as the WeCare app, critical illness cover, dental & optical insurance\u00a0\u00a0<\/p>\n<\/li>\n<\/ul>\n

                                                                                  \n
                                                                                • \n

                                                                                  Pension contribution matched up to 10%\u00a0<\/p>\n<\/li>\n<\/ul>\n

                                                                                    \n
                                                                                  • \n

                                                                                    Access to our car benefit scheme via Tusker and our Cycle to Work scheme\u00a0<\/p>\n<\/li>\n<\/ul>\n

                                                                                      \n
                                                                                    • \n

                                                                                      Virgin Media \/ O2 discounts and offers\u00a0<\/p>\n<\/li>\n<\/ul>\n

                                                                                      Location<\/b><\/h2>\n<\/p>\n

                                                                                      The business is currently based in our office in Paddington. The position is full time, hybrid with 3 days based in the office. nexfibre is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people.<\/p>\n<\/p>\n

                                                                                      We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.<\/p>\n<\/div>\n<\/div>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","inline_featured_image":false},"job-company":[238],"job-department":[246],"job-location":[219,218],"class_list":["post-9055","job","type-job","status-publish","hentry","job-location-london-united-kingdom","job-location-united-kingdom"],"acf":[],"yoast_head":"\nSenior Manager, Customer Experience and Analytics - Customer Field Ops (nexfibre) - Liberty Global<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.libertyglobal.com\/careers\/vacancy\/senior-manager-customer-experience-and-analytics-customer-field-ops-nexfibre-req_00037831\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Senior Manager, Customer Experience and Analytics - Customer Field Ops (nexfibre) - Liberty Global\" \/>\n<meta property=\"og:description\" content=\"About Us nexfibre is a \u00a34.5 billion joint venture between Infravia Capital Partners, Liberty Global and Telef\u00f3nica. 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