Client Experience Program Lead

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Discipline

Client Experience

Role Type

CX Program Lead

The opportunity

We are looking for CX Program Lead – Supervising Associate who can oversee Client Experience program within the Region. The focus is on embedding regular, robust client feedback that delivers insights that results in executed actions across the client life cycle to continually improve the experience for our clients. Build strong relationships with leadership and work with account teams to embed client experience into Account management activities. Equip our client serving teams with a continuous improvement mindset and the capability to conduct highly effective CXM (ASQ)/CXE (ESQ) and WLRs. Provide regular ‘voice of the client’ insight to leadership which will assist development of go-to market strategies, minimize the risk of client losses, and maximize revenue growth opportunities.

Your key responsibilities

• Provide quality service delivery, maintaining the focus on exceptional client service through quality management and operational rigor
• Manage workload and work under minimal supervision and prioritize tasks effectively
• Become a subject matter expert and go to person on CX program and tools/systems
• Develops relationships with business teams in the Region to embed client feedback
• Responsible for driving increased feedback and high-quality feedback across account portfolio
• Monitors trends and insights from Client feedback and shares best practice with CX leadership
• Provides regular ‘voice of the client’ reporting to leadership which will assist development of go-to market strategies, minimize the risk of client losses, and maximize revenue growth opportunities
• Drive innovation, automation and process streamlining of with strong focus on building efficiencies with Region’s requirements in mind
• Ensure compliance with the KPIs, SLAs and Region priorities

Skills and attributes for success

• Demonstrated success in building internal and external relationships at a senior level with a proven track record of success in business development and client interactions.
• Establishes procedures to monitor the progress of the client relationship and ability to address any concerns about satisfaction.
• Makes stakeholders and their needs a primary focus; initiates, builds and sustains productive relationships resulting in delivering quality service and client satisfaction
• Ability to identify and resolve complex problems with creative solutions
• Excellent project management, interpersonal and team building skills
• Strong executive presence (perceived as equal in status to CEO/CFO)
• Excellent written and verbal communications skills
• Ability to provide constructive criticism and coaching
• Ability to coordinate multiple complex initiatives at any time
• Excellent logic and thinking capabilities with an ability to understand, source, and profile data.
• Client Interviewing skills (good to have)
• Strong influencing skills are required to work with other departments or Business Unit Leaders
• Expert hands-on experience on data visualization tools – PowerBI, MS Excel, PPT, etc.
• Excellent oral & written communication
• Prior knowledge on generating insights
• Market research preferred
• Excellent in Project management

To qualify for the role, you must have

• University/Master’s degree
• Approximately 8+ years plus of previous customer experience, program management, consulting or marketing experience
• Experience managing complex client relationships
• Worked in a large Global organization
• Proven ability to influence and build collaborative relationships with a wide range of stakeholders

Ideally, you’ll also have

• This role might expect to also interface with C-level executives at EY clients through client feedback interviews. Must have commercial mindset and the ability to influence and drive change in the behaviours needed to enhance client interactions.
• This position is responsible for setting and accomplishing Regional goals related to Client experience, with a focus on effective penetration of accounts and sufficient quality of feedback to drive action that improves client experience. The individual shall work with account teams to drive consistent adoption and activate accounts to establish and execute strategic client experience plans.
• Strategic leader with client facing experience. Must be able to make decisions and overcome obstacles with minimal supervision. This person must have strong influencing skills to work with business teams.

Technologies and Tools

• Expert hands-on of data visualization tools like PowerBI, MS Excel, PPT, etc.
• Exposure to data visualization tools like Tableu, Qualtrics will be preferred.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success, as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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