Client Experience Lead

hace 2 semanas

Barcelona, Barcelona, España ADP A tiempo completo

Role Overview:

We are looking for a Customer Experience/NPS Lead to expand our measurement and action efforts, partnering across our Global Payroll team.

This role is based out of our Barcelona office and is hybrid working - 3 days in office and 2 days from home.

If you are passionate about Client Centric organizations and analyze and act based on Client feedback to deliver best in class services, this opportunity might be for you.

What you'll do: Responsibilities

  • Expand Client Journey mapping and analyze pain interactive points and key experience metrics
  • Lead NPS programs (from launching of the survey until collecting, analyzing and assessing feedback and actions)
  • Analyze journey mappings and NPS feedback to trigger actions with the different Global Payroll business areas
  • Collaborate with cross functional teams to identify pain points, root cause, solutions and monitor initiatives to integrate customer feedback
  • Support reporting and presentations on results and initiatives
  • Work with ESI NPS parties to share and leverage best practices across programs

TO SUCCEED IN THIS ROLE: Requirements

  • Experience in process & data analysis, program/project and KPI reporting, facilitate across different stakeholders initiatives

Skills required:

  • Data driven and analytical skills
  • Client Journey and process mapping is desirable
  • NPS knowledge (general background)
  • Excel, Power BI, Presentation
  • Integrity, responsibility, accountability
  • Effective communication
  • Team player
  • Flexible attitude

Preferred Qualifications:

  • University Business Degree
  • Previous experience as Business Consultant or Project Management Role
  • Lean Six Sigma is a plus

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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 to learn more about ADP's culture and our full set of values.

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