# Client Experience & Insights Advisor

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

**Apply**: https://emit.fa.ca3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_2001/job/94587?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_eae5ad43-dc4

## Description

The Client Experience & Insights Advisor 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

- Track performance against client feedback targets and KPIs

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

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

- Maintain client feedback tickets within the Global Client Feedback tool

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

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

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

- Coordinate Client Experience or Engagement activities, including communications planning and preparing, collating materials and insights, tracking actions and outcomes

- Support preparation of sprint outputs and summary reports

- Become a champion for the Global Client Feedback Tool, providing support and promoting best practice to the team and more broadly driving adoption across the business

- 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

- 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 including best practices, guidance materials, and knowledge-sharing initiatives across the business

- Foster a strong Health, Safety and Environmental (HSE) culture in the office and comply with all role-specific safety, health, environment and quality obligations

- Reinforce expectations for behaviour and workplace policies and practices

**Qualifications:**

- Degree in business, marketing, communications, or equivalent experience (minimum)

- 8+ years of relevant experience in one or more of the following: Client Experience, Client Listening, Customer Experience, Quality Assurance, Voice of Customer, Customer/Client Insights, Customer Success Operations or professional services coordination

- Experience in a client experience, customer success, marketing, business development or coordination role in a professional services environment (B2B experience is desirable)

- Experience with surveys, NPS/CSAT, feedback tracking, action management or closed-loop follow up

- Excellent communication skills in English

- Excellent stakeholder management and communication skills

- Strong analytical, reporting and insight-generation capability (Excel / Power BI advantageous)

- High attention to detail and ability to manage multiple priorities

- Experience working with CRM, client feedback, survey or quality systems or working with large datasets and performing data analysis, particularly in environments with high-volume data (desirable)

- Proactive approach with a continuous improvement mindset

- Experience working with internationally based internal clients (desired but not essential)

- Ability to learn and subsequently train others in WSP systems and processes

## Skills

### Required
- client experience
- client listening
- customer experience
- quality assurance
- voice of customer
- customer/client insights
- customer success operations
- professional services coordination
- communication
- analytical skills
- reporting
- insight generation
- excel
- power bi
- stakeholder management
- crm
- client feedback
- survey
- feedback tracking
- action management
- closed-loop follow up

### Nice to have
- b2b experience
- experience working with internationally based internal clients
- experience working with crm
- survey or quality systems or working with large datasets and performing data analysis

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