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