Client Experience Executive at Reflex Solutions

About the role

• The Client Experience Executive is a key member of the Carrier Solutions Executive Committee (Exco) and plays a pivotal role in defining, executing, governing, and enhancing the end-to-end client experience within the Carrier Solutions Division of Reflex Solutions.
• Working collaboratively with the Exco (CCO, CDO, & CTO), the Client Experience Executive ensures that every operational, service, and vendor interaction delivers measurable value and reinforces Reflex’s commitment to service excellence, transparency, and reliability.
• This role oversees the Service Management Framework across the business, providing strategic direction and governance across Service Delivery Management, NOC Level 1 Support, Vendor SLA Compliance, and the governance of Major Incident, Problem, Change, and Quality Management functions.

Key duties and responsibilities:

Strategic Client Experience Leadership

• Lead the development and execution of the Client Experience Strategy for the Carrier Solutions Division.
• Serve as the voice of the customer at the executive level, ensuring all technical and operational functions align with client expectations.
• Represent client interests at Exco, influencing decision-making on service, operations, and quality.
• Drive initiatives that enhance customer trust, loyalty, and satisfaction across all service touchpoints.
• Translate client and market insights into service innovation opportunities (e.g., automation, self-service, AI-driven NOC analytics).
• Represent Reflex in industry forums or client councils to benchmark experience maturity against peers.

Service Management Governance

• Provide strategic oversight and leadership to the Service Delivery Managers (SDMs) supporting Carrier Solutions customers.
• Standardise service delivery practices, ensuring consistent SLA adherence and service excellence across accounts.
• Review client performance reports, identify trends, and drive corrective and preventive actions.
• Facilitate strategic service reviews and continuous improvement forums with key clients.

NOC Level 1 Oversight

• Oversee NOC Level 1 governance to ensure operational discipline, efficiency, and responsiveness to customer-impacting events.
• Collaborate with the NOC leadership team to ensure proactive monitoring, structured escalation, and consistent communication during incidents.
• Ensure alignment between customer expectations, NOC practices, and service delivery assurance commitments.

Vendor and Partner Performance Governance

• Oversee vendor SLA compliance and ensure external partners deliver to Reflex’s service and performance standards.
• Chair or participate in Vendor Performance Reviews and hold suppliers accountable for agreed KPIs.
• Partner with commercial and procurement teams to drive continuous improvement and value from third-party engagements.

Cross-Functional Service Governance (Major Incident, Problem, Change & Quality)

• Work collaboratively with Major Incident, Problem, Change, and Quality Managers to ensure timely service assurance, governance, and process integration.
• Monitor functional performance, ensuring outcomes are customer-centric, measurable, and continuously improving.
• Ensure post-incident and problem reviews translate into systemic improvements and enhanced resilience.
• Oversee quality frameworks to maintain ITIL and ISO27001 alignment.

Reporting, Analytics, and Insights

• Consolidate service performance data across NOC, SDMs, Vendors, and Process Managers into a unified Client Experience Dashboard.
• Present executive-level reports and insights to the Managing Director and Exco on service performance, client satisfaction, and improvement initiatives.
• Use analytics to identify service trends, forecast customer risks, and guide strategic decision-making.
• Champion digital CX enablement through automation, chatbots, AI/ML-based incident prediction, and digital service portals.
• Partner with the CDO to ensure service management tools and reporting systems evolve toward predictive and proactive service intelligence.
• Drive adoption of data-driven, self-healing network and service experience models

People & Culture Enablement

• Consolidate service performance data across NOC, SDMs, Vendors, and Process Managers into a unified Client Experience Dashboard.
• Foster a high-performance, and client-obsessed culture across the team.
• Coach SDMs and functional managers to adopt a “trusted advisor” stance with customers.
• Embed recognition programs and service-excellence KPIs within performance management frameworks.

Education, Experience and Skills:

• Bachelor’s degree in information technology, Business Management, or related field.
• Minimum 10 years’ experience in Service Management, Client Experience, or Operations leadership within Telecommunications or Managed Services.
• Proven ability to operate at executive level, influencing across technical and operational domains.
• Strong understanding of ITIL frameworks, vendor governance, and customer service excellence principles.
• Demonstrated success in leading Service Delivery Managers and governance functions across large enterprise environments.
• Exceptional communication, presentation, and stakeholder management skills.
• ITIL3 Expert Level and V4 certifications essential; ISO27001 awareness and Quality Management training advantageous.
• Experience with Service Management tools (e.g., Halo, IRIS) and reporting/BI platforms (e.g., Power BI).

Core Competencies

• Executive-level influence and leadership
• Deep customer-centric mindset
• Strong governance and accountability orientation
• Strategic and analytical thinking
• Skilled in cross-functional collaboration and stakeholder alignment
• Calm and decisive during high-impact service events
• Committed to continuous improvement and operational transparency

Key Deliverables and Success Outcomes

• Unified service management and customer experience governance across all operational domains
• Improved SLA attainment and service consistency across all customer accounts
• Strengthened vendor performance and accountability
• Consolidated, insight-driven customer experience reporting for Exco and clients
• Measurable uplift in customer satisfaction, loyalty, and trust in Reflex’s service delivery