Senior Service Quality Manager

About the role

As the Senior Service Quality Manager you will lead the way Nest understands and improves the quality of service delivered to millions of members through outsourced operations. You will combine insights from quality reviews, customer feedback, complaints and operational data to create an evidence‑based view of performance.

Key responsibilities

• Lead deep‑dive reviews of customer journeys and shape service‑quality measurement frameworks.
• Challenge performance with third‑party partners, identify root causes and drive improvement actions.
• Provide assurance for major changes and product releases, assessing performance before and after launch.
• Build and coach a high‑performing service‑quality team, improving consistency and data utilisation.
• Produce clear reporting and recommendations for senior stakeholders across Customer Experience, Service Delivery and Risk.

Required profile

• Proven experience leading quality assurance, audit, control testing or service review in a complex service environment.
• Experience designing quality frameworks, scorecards or assurance approaches.
• Strong analytical capability to interpret multiple data sources and identify patterns.
• Ability to produce senior‑level reports translating findings into practical recommendations.
• Experience working with operational leaders and third‑party partners to mitigate service risks.
• Experience managing specialist assurance resources and developing capability.
• Background in pensions, financial services, complaints handling or other regulated environments is a plus.

Required skills