# Client Experience Coordinator

**Company**: WSP
**Location**: Pasig City, National Capital Region (NCR)
**Experience**: mid
**Job type**: full-time
**Category**: Consulting
**Industry**: Consulting

**Apply**: https://emit.fa.ca3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_2001/job/92189?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7a7ce7f5-ee4

## Description

The Client Experience Coordinator supports the delivery and continuous improvement of WSP's client experience outcomes across Australia.

The role assists in embedding client-centric practices by maintaining feedback tools and systems, coordinating feedback insights, engagement initiatives, and supporting the activation of Client Experience Plans and communications plans.

Working closely with the Clients & Growth team, this role ensures a consistent, data-driven approach to understanding and enhancing client experience.

## Responsibilities

- Support the collection, analysis, and reporting of client feedback through the Global Client Feedback Tool

- Become a champion for the Global Client Feedback Tool, providing support and promoting best practice to the team

- Track performance against client feedback targets and KPIs

- Provide actionable insights and trends to Business Groups (BGs) and Account Leads

- Assist in the rollout and ongoing activation of Client Experience Plans

- Coordinate status updates and follow-up actions from client feedback to ensure continuous improvement

- Coordinate Client Experience or Engagement activities

- Develop and coordinate client case studies that showcase strong client outcomes and best practices

- Work with technical teams to capture feedback success stories

- Support the development of internal client experience content

- Maintain client feedback tickets within the Global Client Feedback tool

- Monitor ticket progress and follow up with relevant stakeholders to drive closure

- Maintain a communications calendar on Client Experience and Global Client Program

- Comply with relevant policies, procedures, and processes related to Clients & Growth functions

- Understand the WSP processes, particularly related to client feedback and the Global Client Program

- Proactively identify projects due for Client Feedback across key clients

- Increase Client Feedback response rate, improving quality, quantity, and coverage of client insights across the business

## Qualifications

- Degree in business, marketing, communications, or equivalent experience

- 5 years of relevant experience within a professional services or corporate environment

- Experience in a client experience, customer success, marketing, business development, or coordination role

- Excellent communication skills in English

- Strong analytical and reporting capability

- Excellent stakeholder management and communication skills

- High attention to detail and ability to manage multiple priorities

- Experience working with CRM, client feedback systems, or working with large datasets and performing data analysis

## Skills

### Required
- client experience
- customer success
- marketing
- business development
- coordination
- communication
- analytical
- reporting
- stakeholder management
- CRM
- data analysis
- Microsoft Suite

### Nice to have
- Experience working with internationally based internal clients
- Proactive approach with a continuous improvement mindset
- Ability to learn and subsequently train others in WSP systems and processes

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