Senior Client Feedback Manager - Large PS Firm

£Excellent Package
03 January 2019
31 January 2019
Giles Taylor
Contract Type
Full Time
One of the largest professional services firms in the world requires an experienced client feedback specialist to lead the client feedback workstream as part of the overall client experience strategy.

The role holder will report into the Head of Client Feedback. Client feedback is a priority for the firm, and has a very committed Board Sponsor. You will be joining the firm during an exciting period of evolution of the current programme designed to allow the firm to get a broader understanding of the clients' experience at the firm. The successful applicant will take responsibility for embedding feedback throughout the client journey and must engage with the business to embed a client experience culture by demonstrating the value of feedback. The Senior Client Feedback Manager must ensure all feedback is systematically routed to one platform for the sharing of data and insights and will be responsible for developing insight reports, ensuring data accuracy and sensitivity in communication channels and keeping messages commercial and relevant for all stakeholder groups. You will subsequently identify and lead strategic and tactical actions to improve the customer experience, working with key stakeholders to embed across the business. Offering support to the Head of Client Feedback in the ongoing implementation of a best practice client feedback programme and technology solution across the firm will be a crucial element of the role and you will also be required to educate Partner and Director communities about the benefits of understanding the client experience and the importance of feedback.

The Senior Client Feedback Manager will be of graduate calibre or equivalent with a proven track record in client feedback and client experience programmes within a professional services environment. Highly numerate, with previous experience of working with data and comfortable with reporting tools such as excel and sheets, you will possess outstanding influencing, powerful communication skills and be adept at engaging with stakeholders at all levels of an organisation and quickly establishing credible relationships. It is also essential that candidates are proactive self-starters, able to work effectively as part of a virtual team.

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