Principal Client Experience Analyst
Company: ADP
Location: Alpharetta
Posted on: August 3, 2022
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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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