Experian
data and technology
ServiceRelationshipManager
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“Service Relationship Manager at Experian. Skills: Client Relationship Management, Service Management, Service Improvement, Stakeholder Management. Drive client advocacy and satisfaction. Act as in-life operational single point of contact”
Industry & Context.
Excellent analytical skills with ability to identify trends and recommend actions; Analyze service performance data (incident/defect patterns, turnaround, SLA attainment) to recommend corrective/preventive actions
What They're Looking For.
Must Have
Proven experience managing complex client relationships in a multinational matrix environment, negotiation, influencing and stakeholder management skills, Expertise in service management disciplines (incident, problem, change), working knowledge of SLA/KPI design, Demonstrated success delivering measurable service improvements and business benefits, Excellent analytical skills with ability to identify trends and recommend actions, Proficiency in service reporting, SLA analytics and dashboard-based insights, working knowledge of CRM and service management platforms, Outstanding written and verbal communication skills across all levels, High emotional collaborative, proactive, accountable and results-oriented, English fluent, Experience managing large-scale implementations of integrated software and platform solutions, including SaaS and API-based microservices, within complex enterprise environments
Nice to Have
ITIL certification, Experience in related industries (e.g., Banking, Telco), working across multiple countries/cultures
What You'll Do.
Drive client advocacy and satisfaction
Act as in-life operational single point of contact
Ensure clients experience consistency and simplicity
Manage client escalations through to resolution
Lead continuous service improvement
Accountable for service performance
Orchestrate across Market
Regional and Product teams
Use data-driven improvement mechanisms
Adhere to global and regional frameworks
Use standardized tooling
Maintain and safeguard client SLA/KPI
Provide inputs for new deals
prepare and run formal Service Reviews
Present service performance insights
track and manage risks
Detect emerging service risks
Communicate early-warning indicators
Implement forward-looking monitoring mechanisms
Coordinate and communicate escalations
Develop deep understanding of client objectives
Align internal priorities
Lead regular internal and client-facing service meetings
Oversee the client journey lifecycle
Partner with Account Directors and Delivery/Support teams
Own governance of Client Improvement Plans
Analyze feedback and embed actions
Ensure early awareness of client needs
Participate in Monthly Market Reviews
Secure support for improvements
Shape service elements of new business
Highlight upsell/retention opportunities
Provide health insights service for renewals
Ensure teams have factual
data-driven narratives
Analyze service performance data
Recommend corrective/preventive actions
Publish accurate reporting packs
Contribute to best practice development
Own a personal development plan
Continually build technical and behavioral skills
How You'll Work.
Team & Collaboration
Cross-functional orchestration across Market, Regional and Product teams; Coordinate and communicate escalations to accountable technical teams; Partner with Account Directors and Delivery/Support teams; Lead a virtual team across Product, Pre-Sales, Sales, Delivery and Support; Participate in Monthly Market Reviews; Works with Account Directors to shape service elements of new business
Communication Scope
Outstanding written and verbal communication skills across all levels
Full Job Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com. The Service Relationship Manager (SRM) drives client advocacy and satisfaction for strategic Clients & Partners, acting as the in‑life operational single point of contact and the voice of the client. The role ensures clients experience consistency and simplicity when engaging with Experian, manages client escalations through to resolution, and leads continuous service improvement (CSI) across the end‑to‑end client journey. The SRM is accountable for service performance (SLAs/KPIs), cross‑functional orchestration across Market, Regional and Product teams, and data‑driven improvement using mechanisms such as NPS and formal service reviews. Key Accountabilities Service Governance & Compliance * Adheres to global and regional frameworks governing service performance, reporting, customer engagement, and risk/issue management * Uses standardized tooling (RAID, dashboards, review packs) to ensure predictable and consistent service delivery * Maintains and safeguards client SLA/KPI documentation; provides inputs for new deals and bespoke service requests * Plans, prepares and runs formal Service Reviews,
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