Global Client Experience Program Manager

hace 1 semana

Barcelona, España Arcadis A tiempo completo

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 36, people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the worlds most complex challenges and deliver more impact together.

Role description:

Client-centricity is at the heart of everything we do at Arcadis, and the Global CX Program is the key driver to delivering industry-leading client experience and fostering a client-centric culture across our organization. As the Global Client Experience Program Manager, you are responsible for leading the Global CX program. You will evolve, coordinate, and implement the program as needed to address and align to the latest client needs, industry trends, and Arcadis strategic direction. You will work with key stakeholders across the organization to bring in the voice of the client, to coordinate a strategic data-driven improvement plan across our organization, and to elevate the importance of CX internally and externally.

This is a global scope/location, the position can be filled in any location where Arcadis has a legal entity. 

The Global Client Experience Program Manager reports to the Global Client Experience Director.

Role accountabilities:

Creating and leading the Arcadis client experience program to deliver industry-leading client experience and foster a client-centric culture. More specifically the tasks and responsibilities will include, 

CX Program

Lead the development and implementation of the data-driven Global CX program, identifying and scaling best practices, and ensuring alignment with the Arcadis strategy and vision.  Leverage the data insights from our Voice of the Client program (CX survey) and other sources to prioritize and drive improvements for our clients across the business, and to foster a client-centric culture within Arcadis. Collaborate & activate key stakeholders including the Key Client Program, (G)BA Sales Directors on CX program initiatives like CX survey, improvement plan and engagement initiatives.  Inform the Growth Education team on capability requirements based on client insights Leads development of the Global CX program and drives implementation of initiatives across the organization.  Monitor and measure the impact and outcomes of the CX program and initiatives, and report on the progress and achievements.

Voice of the Client Program

Lead the VoC program, applying strategic & innovative approaches to getting client feedback across the client journey to support our business strategy Evolve VoC program according to business needs, and by bringing in CX best practices  Leads on standardization and optimization of the VoC processes, including implementation of VoC-supporting technology Global CX Survey: Lead current global CX survey process, from both a tactical and strategic perspective. Manage the relationship with key stakeholders across the business and the external survey partner, and ensure the successful roll-out of the survey across all steps, from design to deployment to analysis. Evolve the questionnaire with key stakeholders in line with the strategy, best CX practices, client needs, and market developments. Ensure timely and accurate reporting and analysis of the survey results, providing actionable insights and recommendations to the stakeholders in the business. Utilize available data streams for cross-analysis, such as CX data, EX data, financial data, etc. to identify trends, patterns, gaps, and opportunities for improvement. Aligns to other survey/feedback needs globally.

Client-Centric Culture

Bring the Arcadis Client Commitments to life across the organization through change management, in alignment with cultural programs led by People function Use storytelling based on data to raise the importance and awareness of CX topics and survey results across the organization.  Ensure continuous and effective communication and engagement with the internal and external stakeholders on CX topics and issues. Lead on related internal communications, supported and coordinated with Global MarComms as needed. Ensures best practices from business are heard continuously CX ingrained in roles in business.

You will work closely with key stakeholders including the Global Client Experience Director, the Commercial Excellence Officer & wider team, the Global Business Development Officer Key Clients, the Global Sales Directors, etc, across the organization to deliver a data-driven and actionable Global CX program within the Arcadis strategy and vision. Working with the Key Client Program, you ensure the participation of all key accounts in the Global CX Survey annually.

Qualifications & Experience:

Our ideal candidate has been in client-facing roles delivering value, and brings extensive experience in developing, implementing, and leading CX programs. They are passionate about client-centricity. They are excellent stakeholder managers, and can realize impactful results through actionable insights.

Further required competencies and experiences

Data-driven program management: Proven track record in developing and leading data-driven programs and initiatives across the organization, driving collaboration and ensuring buy-in. Ability to create and share actionable insights to provide the client-facing teams with the tools they need to improve their clients experience. Stakeholder & change management: Ability to influence, convince, and partner with internal stakeholders to achieve broader collaboration and shared strategy goals. Has and/or is able to create a strong internal network to work efficiently across the organization. Demonstrated informal leadership to motivate key stakeholders active participation. Ability to drive structured change management across the organization Data & analytics: Analytical and ambitious mindset to drive initiatives forward and meet targets, and to develop data insights/reporting improving our clients experience across their full journey with Arcadis. Experience with market research and data analytics, able to coordinate cross-analysis and steer toward actionable insights Demonstrated ability to bring data to life with storytelling, advancing the importance of CX

Aligned to the Arcadis Leadership model we seek Arcadians with a strong fit to our leadership success profile, to build and drive our culture of inclusion, accountability, human-centricity, and sustainability. Successful Arcadians will possess strong learning agility, combined with a balanced mix of being curious, driving success, and igniting passion. 

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