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Principal Client Experience Analyst

Company: ADP
Location: Alpharetta
Posted on: August 3, 2022

Job Description:

ADP is hiring a Client Experience Consultant for our GlobalView Business Unit. The primary focus of this role is to strengthen ADP/client partnerships by improving the client experience and value derived from ADP solutions. The Service Excellence Consultant will provide leadership, product knowledge, technical expertise, best practice guidance and consultation to Multi-National GlobalView clients.This position provides expert level business process review, pain point identification and solution development to drive client satisfaction and value. In addition, this position provides leadership on solution enhancements based on lessons learned from client engagements, driving enhancements across the organization. The Service excellence consultant position requires strong HCM knowledge, communication, client management, project management skills, and capability of working with multiple stakeholders across the business.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, and Social Responsibility.Essential ResponsibilitiesQualify and Prioritize candidates for optimization workshopsFacilitate onsite and virtual client business reviews by identifying clients / ADP pain points and analyzing end to end processesProvide professional, expert consulting services in the areas of GlobalView products/services, multi-service interdependencies and business processesConduct proactive client calls at service milestonesCollaborate with all key stakeholders to support the resolution of the client pain pointsUse available tools to analyze client payroll data, identifying opportunities to provide insights to clients around possible business or process issuesInfluence and guide Clients to ADP best practices and solutionsDemonstrate ADP solutions to clients as needed to increase product adoptionCreate internal and client-facing summaries to quantify gains from improvements identifiedBuild relationship of trust and credibility with clientsIdentify areas of opportunity for product, tools and service enhancements to drive client satisfaction and valueMaintain site to track project details and open items statusDrive continuous improvement of tools and outputs used in the optimization workshop process.Utilize NPS, Voice of the Customer (VOC), and Voice of the Employee (VOE) observations as the compass for directing enhancement effortsRequires travel up to 50%, including some international travelCritical SkillsADP Business Process and organization knowledgeClient management experience requiredKnowledge of HCM products, services, and industry challengesStrong client service expertise. Applies critical thinking and problem-solving skills to research, troubleshoot and correct client system / process issuesExcellent oral and written communication skillsCommunication, presentation and facilitation Skills - must be able to clearly convey complex information and present solutions effectivelyAbility to collaborate across multiple business unitsProject management and problem resolution skills. Ability to handle multiple changing priorities while maintaining order and progress.Ability to work independently with limited supervisionDetail and results orientedAnalytical skillsEducation and Certification RequirementBachelor's Degree or Equivalent in Education & ExperienceLean & BPI methodology knowledge is highly desirablePREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:Demonstrated 2-3 years of consultative experience desirableSuccessfully managed Client experience improvement projects preferredHuman Capital Management (HCM) experience highly preferredSix Sigma Black Belt certification a plusPMP certification desirable but not requiredThe targeted base salary range for this role is listed in the compensation section below. Actual salary may be above or below this range based on factors such as location, skills, and relevant experience. In addition, this position may include additional compensation in the form of bonus, equity, or commissions.If you are a full-time salaried or hourly worker, we offer the following benefits:Medical, Dental, Vision, Life Insurance, Matched 401(k), Student Loan Repayment Program, Wellness Program, Short- and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more.Compensations range for U.S. Nevada residents: $78,500-$111,910 / year

Explore our COVID-19 page to understand how ADP is approaching safety, travel, the hiring interview process, and more.Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP s culture and our full set of values.

Keywords: ADP, Alpharetta , Principal Client Experience Analyst, Professions , Alpharetta, Georgia

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