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