ADP is hiring a Manager, Client Experience. In this position you will be responsible for developing the Client 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 Manager, Client Experience is responsible for acting as a liaison between and among the field and division in order to gather, document, analyze, assess and present feedback, data and metrics inclusive of NPS, closed loop process, and client insight that will be used in the recommendation, development and implementation of new programs and products that are in alignment with the GlobalView service strategy and support an enhanced client experience or other BPI initiative. Aligns with field to share and implement best practices across regions that result in an improved client and associate experience. Monitors key metrics and makes recommendations based on information gathered. Must demonstrate awareness and understanding of strategic goals and priorities.

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:

• Serves as liaison amongst and between field leadership and other key stakeholders to gather and analyze data that provides understanding of client experience.

• Accountable for understanding the business impact of initiatives on clients and associates.

• Presents feedback with the intent of assuring that the voice of the client is represented in decision making at all levels of the organization.

• Monitors key metrics and recommends efforts and/or projects to address improving one or more key metrics and optimizing the field associates experience and talent development.

• Focuses on strategic initiatives that positively impact client loyalty.

• Analyzes and assesses 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.

• Makes recommendations regarding 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.

• Maintains knowledge and a high level of awareness of industry standards and best practices, applicable ADP products, regional operating systems and procedures by participating in focus groups, business conferences and regional visits.

• Assesses and utilizes intel from quarterly client reviews and client advisory boards to identify key trends and recommend and execute upon initiatives that enhance the client experience.

• Reports on key metrics and performance indicators for client retention and experience working with Retention leaders and CAEs/HCM partners in the Regions.

• Uses business analytics and intelligence to provide proactive insight to all relevant stakeholders to drive change that results in improvement of the client experience and client loyalty.

• Creates and distributes reporting to key functional groups and executives for identification and execution of required changes including the initiation of BPI initiatives

• Responsible for developing business cases and recommending programs for prioritization based on strategic alignment.

• Identifies 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:

• 5-7 years of experience in a customer/client centric or customer/client advocacy roles.

• Bachelor's Degree or its equivalent in education and experience

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

• Experience with Net Promoter desired; certification a plus

• Strong quantitative, analytical, benchmarking and statistical skills

• Broad business perspective and understanding

• Six Sigma Black Belt certification a plus

• Cross Functional

• Collaboration

• Relationship Management

• Communication-verbal and written

• Analytical Skills

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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 https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.