Job Description & How to Apply Below
Company 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
Job Description
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, presents service performance insights, incident trends, SLA attainment and progress on root‑cause actions delivered by technical teams
Identifies, tracks and manages risks and issues; maintains RAID items linked to service outcomes
Detects emerging service risks through trend and behavioral analysis and communicates early‑warning indicators
Implements forward‑looking monitoring mechanisms to anticipate service degradation before it impacts SLAs or client satisfaction
Client Advocacy & Relationship Management
Acts as the operational Single Point of Contact, ensuring a simple and consistent experience for clients
Coordinates and communicates escalations, ensuring that accountable technical teams drive timely resolution and that clients remain fully informed
Develops deep understanding of client objectives, environments and constraints; aligns internal priorities to drive loyalty and value
Leads regular internal and client‑facing service meetings to assess progress, agree actions, and strengthen trust
Client Journey Lifecycle Governance
Oversee the client journey from onboarding through in‑life service, change/enhancement intake, renewal readiness and offboarding (where relevant)
Ensures expectations, dependencies, SLAs and service health indicators are clearly defined at each lifecycle stage
Partners with Account Directors and Delivery/Support teams to ensure a predictable, consistent and value‑focused client experience
Owns governance of Client Improvement Plans, ensuring actions are delivered by accountable teams and lead to measurable client impact
Owns the NPS cycle for their nominated clients, analyzing feedback and embedding actions into CSI plans
Reports progress, insights and impacts clearly on stakeholders
Cross‑Functional Orchestration & Early Engagement
Leads a virtual team across Product, Pre‑Sales, Sales, Delivery and Support to ensure early awareness of client needs, constraints and expectations
Participate in Monthly Market Reviews to provide client insight and secure support for improvements
Works with Account Directors to shape service elements of new business, highlight…
Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
Search for further Jobs Here:
×