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Director Client Experience

Company: ADP
Location: Alpharetta
Posted on: September 14, 2019

Job Description:

ADP is hiring a Director, Client Experience (Voice of Client). The Client Experience and Innovation team is responsible for developing the Client Digital Experience roadmap, setting strategic direction and overseeing the execution of all initiatives relating to the "Client Experience" which includes Net Promoter System (NPS), analysis of client feedback, closed loop process, Voice of the Client programs and initiatives, Relationship Management Program and Client Programs (such as Client User Groups and Client Advisory Council). Communicates the status of Client Experience and Innovation initiatives, challenges, tactics and strategy to field leadership, Business Unit Senior Leadership Team and on occasion will provide BU updates to ADP Executive Committee. Additionally, assures that the voice of the client is represented in decision making at all levels of the organization. The Director, Client Experience is responsible for monitoring metrics for trends and establishing and executing upon initiatives to support an enhanced digital client experience or other BPI initiatives. Leads the strategy regarding the NPS lifecycle and the closed loop process and is responsible for assessing client insight through supporting analytics and initiating and executing upon initiatives to support the client experience roadmap. At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP. We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility. RESPONSIBILITIES: * Oversees the execution of the NPS survey lifecycle which includes survey calendar and survey governance, as well as survey analytics which include predictive modeling, client profiling and the development of reporting portals and dashboards. Oversees the creation and execution of the closed loop program to ensure client feedback is acted upon to drive business process innovation, improvements and addressed timely with updates to both clients and associates. * Assures that the voice of the client is represented in decision making at all levels of the organization. Leverages client economics and segmentation to prioritize and focus on projects that positively impact client loyalty which will be a significant contributor to organic growth. Map clients' end-to-end client experience including the customer journey across market segments and distribution systems (sales channels). * Drives quarterly client reviews and client advisory boards to identify key trends and execute upon initiatives that enhance the client experience. * Utilizes client advisory board intel, conducts Industry studies and establishes knowledge regarding best-in-class practices to recommend, create and implement strategies including but not limited to the use of support channels including chat, email and phone to improve client experience * Design and deliver reporting to key functional groups and executives for identification and execution of required changes including the initiation of BPI initiatives * Develop key metrics and performance indicators for client retention and experience working with Retention leaders and CAEs/HCM partners in the Regions. Use business analytics and intelligence to provide proactive insight to all relevant stakeholders to create and drive change to improve the client experience and client loyalty * Identify improvements across the dimensions of people, process & technology with the goal of improving the customer experience and partner with BES to execute * Performs other related duties as assigned QUALIFICATIONS REQUIRED: * Bachelor's Degree * Minimum of 6-8 years of experience in a customer/client centric or customer/client advocacy roles. PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following: * Digital Client Journey Experience. Salesforce or similar tools experience is a plus. * Experience with Net Promoter® desired; certification a plus * Strong quantitative, analytical, benchmarking and statistical skills * Six Sigma Black Belt certification a plus * Cross Functional Collaboration * Relationship Management * Excellent Communication Skills - verbal & written * Analytical skills We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE® Magazine, and recognized by DiversityInc® as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity. At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Keywords: ADP, Alpharetta , Director Client Experience, Other , Alpharetta, Georgia

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