1+ months

Director Client Experience - 181842

Alpharetta, GA 30009
  • Job Code
    181842
\u003Cp\u003E\u003Cstrong\u003EADP is hiring a Director of Client Experience.\u003C/strong\u003E The Client Experience team serves as the voice of the client always, driving strategic decisions across the business that create emotionally connected and radically simple experiences for our clients. \u003Cstrong\u003EThrough deep insight and partnership with the business, we are responsible for developing the Client Digital Experience roadmap, setting strategic direction, and overseeing the design and execution of all initiatives relating to the Client Experience\u003C/strong\u003E, including analysis of qualitative and quantitative client feedback, Voice of the Client programs, Net Promoter System (NPS), and more. \u003C/p\u003E \u003Cp\u003EWe generate thought leadership research and content, creating experiences that align to client motivations, drivers, and decision-making patterns -- focused primarily on digital transformation. The Client Experience team is responsible for identifying and alleviating pain points in the client\u0027s journey with us, while amplifying moments of delight. We communicate 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, we assure that the voice of the client is represented in decision making at all levels of the organization.\u003C/p\u003E \u003Cp\u003EThe \u003Cstrong\u003EDirector of Client Experience\u003C/strong\u003E is deeply immersed with the client, responsible for conducting qualitative research that enables us to reveal pain points, motivations, and innovative ideas that will drive the creation of optimized, simplified, or even net new experiences. Leads the research and insights strategy primarily for the digital experience, with supporting responsibilities across various other Client Experience initiatives. Is responsible for continuous monitoring and improving of the client experience through identifying trends, analyzing data, and conducting both primary and secondary research. \u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003EAt ADP we are driven by your success.\u003C/strong\u003E 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.\u003C/p\u003E \u003Cp\u003EWe strive for every interaction to be driven by our \u003Cstrong\u003ECORE\u003C/strong\u003E values: \u003Cstrong\u003EInsightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, \u0026 Social Responsibility.\u003C/strong\u003E \u003C/p\u003E \u003Cp\u003E\u0026nbsp;\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003ETHE IDEAL PERSON:\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003EData is, literally, our middle name: \u003C/strong\u003EWe need a truth seeker - someone who is insatiably curious. Their job is to shine a light on things unknown, leveraging quantitative analysis expertise with qualitative data.\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003EAbility to get buckets: \u003C/strong\u003ENeed to be driven by progress and posting actual wins on the board, while failing fast.\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003EObsessed with customer feedback: \u003C/strong\u003EAs a core belief of our company, this role is charged with carrying the baton and trumpeting this message through their behavior of spending time with our clients and customers. \u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003EPace-setter:\u003C/strong\u003E This opportunity demands more than keeping pace. Rather, the expectation is that you set the pace amidst a group of talented passionate individuals in a fast-paced high-growth environment.\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003EConnected:\u003C/strong\u003E Able to operate autonomously, understand the needs of multiple internal clients, and quickly align and maintain close connection through execution of brand experience strategy.\u003C/p\u003E \u003Cp\u003E\u0026nbsp;\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003EKEY RESPONSIBILITIES:\u003C/strong\u003E\u003C/p\u003E \u003Cul style=\u0022margin-top: 0.0in;\u0022\u003E \u003Cli\u003EDrives and oversees the execution of client research, primarily leading qualitative research (including IDIs, TDIs, ethnography, UX design, usability testing, trend analysis, etc.) in order to set strategic direction and validate strategic experiences. They are an expert in different research methodologies and in digital experiences, and are able to direct when to use different types of research depending on the initiative and audience. \u003C/li\u003E \u003Cli\u003EAssures 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\u0027 end-to-end client experience including the customer journey across market segments and distribution systems (sales channels).\u003C/li\u003E \u003Cli\u003ESupports various Client Experience initiatives and programs across the business, including but not limited to digital experiences.\u003C/li\u003E \u003Cli\u003EDrives quarterly client reviews and client advisory boards to identify key trends and execute upon initiatives that enhance the client experience.\u003C/li\u003E \u003Cli\u003EUtilizes 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\u003C/li\u003E \u003Cli\u003EDesign and deliver reporting to key functional groups and executives for identification and execution of required changes including the initiation of BPI initiatives \u003C/li\u003E \u003Cli\u003EDevelop 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\u003C/li\u003E \u003Cli\u003EIdentify improvements across the dimensions of people, process \u0026 technology with the goal of improving the customer experience and partner with BES to execute\u003C/li\u003E \u003Cli\u003EPerforms other related duties as assigned\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003ETHE CULTURE:\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003ESeeking Founder\u0027s Fire\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003EA founder is someone with grit, that doesn\u0027t give up easily, who sees a person first and the business challenge second.\u003C/p\u003E \u003Cp\u003EA founder has pride and swagger from knowing that when a customer gives you their worst, you show them your best.\u003C/p\u003E \u003Cp\u003EA founder curates an environment of trust, where people look at each other with a sense that \u0026quot;we\u0027ve got this.\u0026quot;\u003C/p\u003E \u003Cp\u003EA founder is obsessed with customer feedback to understand if they\u0027re making or missing the mark. Why? Because a founder knows who the real boss is.\u003C/p\u003E \u003Cp\u003EA founder has a sense that work is an extension of who they are, which is why nothing than their best will do. A founder is humble enough to recognize when their knowledge falls short and actively seeks to learn what they don\u0027t know.\u003C/p\u003E \u003Cp\u003EA founder sees freedom in something everyone else doesn\u0027t ... the last bullet point of a job description. \u0026quot;Other duties as assigned.\u0026quot; For them, it\u0027s a welcome mat to a generous proving ground to make the business better at every turn.\u003C/p\u003E \u003Cp\u003EFinally, most importantly, a founder realizes \u0026quot;It\u0027s not about me.\u0026quot; A master of their craft, they pass on their mojo, secret sauce and \u0026quot;it\u0026quot; willingly. Their legacy is the flame they fan in others to unleash their potential.\u003C/p\u003E \u003CP\u003E\u003Cdiv\u003E \u003Cp\u003E\u003Cstrong\u003EPREFERRED QUALIFICATIONS:\u003C/strong\u003E\u003C/p\u003E \u003Cul style=\u0022margin-top: 0.0in;\u0022\u003E \u003Cli\u003EDigital Client Journey Experience. Salesforce or similar tools experience is a plus.\u003C/li\u003E \u003Cli\u003EStrong qualitative and ethnographic research skills -- both in execution and design\u003C/li\u003E \u003Cli\u003EExperience with Net Promoter\u0026reg; desired\u003C/li\u003E \u003Cli\u003EStrong analytical skills \u003C/li\u003E \u003Cli\u003ECross Functional Collaboration\u003C/li\u003E \u003Cli\u003ERelationship Management\u003C/li\u003E \u003Cli\u003EExcellent Communication Skills - verbal \u0026 written\u003C/li\u003E \u003C/ul\u003E \u003C/div\u003E\u003C/P\u003E \u003CP\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u00AE Magazine, and recognized by DiversityInc\u00AE as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0022Always Designing for People\u0022 means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/P\u003E \u003CP\u003EAt 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.\u003C/P\u003E

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Posted: 2019-11-07 Expires: 2019-12-12

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Director Client Experience - 181842

ADP
Alpharetta, GA 30009

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