Lead Experience Service Manager - Marketing (UK)

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Lead Experience Service Manager - Marketing (UK), London

Client:

AICPA

Location:

London, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

40fb68c75dfb

Job Views:

100

Posted:

11.03.2025

Expiry Date:

25.04.2025

Job Description:

About the Role:

As the Lead Experience Service Manager, you will lead a team who support the Association’s different departments in delivery of valuable and viable propositions to our chosen audiences. The Lead Experience Service Manager will work alongside the Experience Business Partners and Experience Delivery Managers across a set of propositions/programs to ensure that departments are informed of progress and manage any service incidents or escalations to a satisfactory outcome. This team will also maintain an up-to-date experience service catalog. You will report to the Senior Director, Experience Management. This role can work remotely as needed.

You Will:

1. Lead a team in a manner consistent with the Association’s Management Charter.
2. Perform as an Experience Service Manager and lead a team of Experience Service Managers responsible for:
1. Responding to and managing incidents and urgent service requests from Proposition Owners and Department Leaders.
2. Maintaining an up-to-date service catalog.
3. Communicating with the Proposition Owner and Experience Business Partner regarding the status of programs together with Experience Delivery Managers.
4. Managing the governance of the Experience service model with Leadership.
5. Obtaining important performance data from relevant teams, particularly Experience Insights Intelligence and Analytics.
6. Providing regular clinics and other forms of education sessions to Leadership on the Experience function and how it operates.
3. Maintain Service Level Agreement/OLA agreements through formal processes with Proposition Owners and other Department Leaders.
4. Monitor performance and provide coaching to ensure the Service Manager team meets SLA/OLA agreements.
5. Report on Service performance to Experience leadership.

You Have:

1. Educated to degree level.
2. Extensive experience in marketing, digital content management, digital content development, or a related field.
3. Prior experience as a team leader.
4. Experience creating services, solutions, and stories that provide meaningful experiences to users through use-centric design.
5. Establish clear and challenging goals/measures and maintain constant team awareness of progress, helping the team to remain persistent despite any difficulties.

Who We Are:

At The Association, we are transforming the accounting and finance profession. We are future-focused, empowering the world’s most highly skilled accountants to stay relevant, meet today’s demands, and prepare for tomorrow’s challenges through quality education, resources, and training.

Learn more about The Association on LinkedIn and our Career Site.

How We Support You:

We provide flexibility to help you achieve a good work-life balance. You’ll be part of a global, diverse team that fosters an environment of inclusion and belonging where you are valued for who you are and where you come from.

We offer benefit options that support your wellbeing, in and out of the workplace, including healthcare, retirement, paid time off, parental leave, and an employee assistance program. We provide tools and resources that support your mental health and continuously evolve our offerings in order to meet your needs.

We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.

Ready to help shape the future of the accounting profession at The Association? Apply today at https://us.aicpa.org/career.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.