Lead Experience Service Manager - Marketing (UK)

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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:

  • Lead a team in a manner consistent with the Association’s Management Charter
  • Perform as an Experience Service Manager and lead a team of Experience Service Managers responsible for: Respond to and managing incidents and urgent service requests from Proposition Owners and Department Leaders and working with the Experience Delivery Managers.Maintain an up-to-date service catalogCommunicate with the Proposition Owner and Experience Business Partner regarding status of programs together with Experience Delivery Managers.Manage the governance of the Experience service model with LeadershipObtain important performance data from relevant teams in particular Experience Insights Intelligence and AnalyticsProvide regular clinics and other forms of education sessions to Leadership on the Experience function how it operates and the service model
  • Maintain Service level agreement/OLA agreements through formal processes with Proposition Owners and other Department Leaders. 
  • Monitor performance and provides coaching to ensure the Service Manager team meets SLA/OLA agreements.
  • Report on Service performance to Experience leadership.

    • You Have:

  • Educated to degree level
  • Extensive experience in marketing, digital content management, digital content development or related field.
  • Prior experience as a team leader
  • Experience creating services, solutions, and stories that provide meaningful and experiences to users through use-centric design.
  • Establish clear and challenging goals /measures and maintain constant team awareness of progress and help 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 who foster 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.

    Additional Information
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    Location:
    London
    Job Type:
    FullTime

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