Job Description The Head of Service Delivery is a senior leadership role responsible for shaping and delivering an exceptional service experience for Experian's designated top 30 clients. This role is central to increasing client satisfaction, trust, and long-term retention by ensuring that service delivery is not only consistent and reliable but strategically aligned with client needs. You will co-design and evolve tailored service delivery models in collaboration with clients, promoting a true partnership approach that positions Experian as a trusted advisor. Your success requires a unique blend of operational discipline, and empathetic leadership. Work that matters - What you'll be doing As Head of Service Delivery, you will help shape and enhance the service experience for Experian A/NZ. You will focus on building trust and driving measurable impact through: Design and build an excellent service delivery model tailored to the needs of our most strategic clients, ensuring consistency, reliability, and long-term value. Lead client remediation efforts during times of disruption , acting swiftly to restore confidence and return clients to business-as-usual with minimal impact. Oversee and refine the incident management process , ensuring it is proactive, transparent, and improving to meet the highest standards. Use data and insights to ensure clients are maximising the value of their products and services, increasing both satisfaction and strategic outcomes. Your strategic vision and operational discipline will inspire teams, foster a culture of accountability, and improvement throughout service delivery. By encouraging strong, trust-based relationships with senior partners, you will serve as a strategic advisor and advocate—ensuring our client voice is central to every decision and that their experience is consistently elevated.
