18 days old

Sr. Director Client Experience (CX)

Parsippany, NJ 07054
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Insightful Expertise is a core value at ADP. In Major Account Services, it's one of the reasons the world's largest companies - including 80% of the Fortune 500 - count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients.
 
We are a passionate partner committed to their success - and are looking for like-minded individuals who want to be part of our winning team.
 
The Client Experience and Innovation team is responsible for developing the Client Experience roadmap, setting strategic direction and overseeing the execution of all initiatives relating to the "Client Experience" which includes Net Promoter System (NPS), analysis of client feedback, closed loop process, Voice of the Client programs and initiatives, and Client Programs (such as Client User Groups and Client Advisory Council).
 
Communicates the status of Client Experience and Innovation initiatives, challenges, tactics and strategy to field leadership, Business Unit Senior Leadership Team and on occasion will provide BU updates to ADP Executive Committee. Additionally, assures that the voice of the client is represented in decision making at all levels of the organization.
 
The Sr. Director, Client Experience is responsible for defining the client experience roadmap and executing client engagement programs which drive measurable results. Defines and establishes client metrics, reporting and quarterly review process. Monitors metrics for trends and establishes and executes upon initiatives to support an enhanced client experience as well as other BPI initiatives. Leads the strategy regarding the NPS lifecycle and the closed loop process and is responsible for assessing client insight through supporting analytics and initiating and executing upon initiatives to support the client experience roadmap.
 
Responsibilities include:
Develops the Client Experience roadmap and executes upon program management for Net Promoter System (NPS), analysis of client feedback, closed loop process, Voice of the Client program, Relationship Management Program and Client Programs (such as Client User Groups and Client Advisory Council). Communicates the status of initiatives, challenges faced and tactics to address challenges to the field leadership, Business Unit Senior Leadership Team.

Acts as the liaison for the Strategic Client Partner, HCM Partner, and Client Account Executive.
Oversees Business Unit Client Programs such as Client User Groups, Client Advisory Council, Reference Program, referral database, and informational webinars. Feedback from these client programs are incorporated into decision making regarding product improvements and enhancements.
 
Leads and inspires a highly virtual and matrix managed organization to drive associate engagement, associate retention, career development and leadership development.
 
Oversees the execution of program management for Workforce Management and associate mentoring.
Leads the design and program execution of client process reviews, client diagnostics and optimization services, and other adoption programs.
Assures that the voice of the client is represented in decision making at all levels of the organization. Leverages client economics and segmentation to prioritize and focus on projects that positively impact client loyalty which will be a significant contributor to organic growth. Map clients' end-to-end client experience including the customer journey across market segments and distribution systems (sales channels).
Utilizes client advisory board intel, conducts Industry studies and establishes knowledge regarding best-in-class practices to recommend, create and implement strategies including but not limited to the use of support channels including chat, email and phone to improve client experience.
 
Designs and delivers reporting to key functional groups and executives for identification and execution of required changes including the initiation of BPI initiatives.
 
Establishes key metrics and performance indicators for client retention and experience working with Retention leaders and CAEs/HCM partners in the Regions. Reviews and assesses business analytics and intelligence to provide proactive insight to all relevant stakeholders to create and drive change to improve the client experience and client loyalty.
 
Identifies improvements across the dimensions of people, process & technology with the goal of improving the client experience. 
Identifies continuous improvement opportunities to enhance the associate and the client experience. Develops strategies to address opportunities by collaborating with senior leadership on solutions, execution and measures of success. Executes on strategic initiatives to include BPI and Kaizen outcomes.

Acts as a "business champion", internal consultant and proactive strategic driver.
Evaluates the implication of recommended initiatives and effectively communicates impact and resolutions to affected business groups and their senior or executive leaders.
 
Experience, Skills, Academic:
Education:
Bachelor's Degree or the equivalent in education and experience.
 
Experience:
Minimum of 8-10 years of experience in a customer/client centric or customer/client advocacy roles in a high performance service environment that has consistently demonstrated World Class Service comparable to ADP's mission with significant measurable results. In addition, the associate should have a working knowledge of industry leading practices in the disciplines of Human Capital Management. (Payroll, Human Resources, Time, Benefits, Recruiting and Talent Management).
 
Experience with Net Promoter® desired; certification a plus.
Strong quantitative, analytical, benchmarking and statistical skills
Six Sigma Black Belt certification a plus.
Management experience in a matrix environment.
Experience working across several lines of business (operations, service, implementation, etc.)
Change Management experience is required.
 
Proven ability to assess performance, mentor and counsel associates essential. Strong leadership and people management skills required. Must be able to work under pressure of time constraints and be able to function in a flexible, constantly changing environment. Effective time management and conflict resolution skills required. Ability to motivate and lead others; highly collaborative planning ability; superior business acumen, communication and business judgment.
 
Critical Skills:
A seasoned transformational leader with a strong track record of success in business process change in complex, multi-business environments.
 
Formal Change Mgt training (Prosci etc.) is highly desired & experience leading change programs is required.
Experience working across several lines of business (sales, operations, service, etc.) with formal Business Process Re-engineering training.
Must be able to work well under pressure and have a strong understanding of the business process management and demonstrated achievements.
 
Must possess excellent communication, presentation and facilitation skills and recognized organizational savvy.
Must possess excellent organizational and time management skills for managing multiple, diverse and conflicting activities and project teams.
 
Proven ability to drive decisions and actions among diverse groups to achieve goals including conflict resolution.
Experience in assessing, developing, and reengineering business processes, using Six Sigma, Value Stream mapping and Lean methodologies
 
Strong quantitative, analytical, benchmarking and statistical skills required
Experience in Financial Analyses, ROI/Business cases and Value analyses
Demonstrated success in project management and control.
Demonstrated ability in coordinating multiple projects of varying complexities and scope.
Demonstrated success in a professional consulting environment and/or client service
 
Demonstrated success in effective written & verbal communications, negotiation and positioning of projects and business requirements under a variety of highly visible conditions.
 
Proven leadership skill to implement strategic initiatives in an organization.
Ability to work with all levels of a multidimensional organization as a change agent.
High energy self-starter; must be flexible and able to take the initiative with minimal guidance and be comfortable working both as an individual and as part of a team.
 
An individual who can attract, train, and develop highly-motivated and committed cross functional teams, exerting change management through influence and indirect reporting structures, and personally serve as the catalyst for success.
 
A team player who is goal-oriented and confident, with an ability to get things done, working in concert with other ADP leaders.
Must possess a can-do, winning attitude; the highest level of integrity; and the ability to inspire confidence with an open, trustworthy, and engaging style.

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADPs culture and our full set of values.

Industry

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Posted: 2021-05-25 Expires: 2021-07-12
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Sr. Director Client Experience (CX)

ADP
Parsippany, NJ 07054

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