Director of Client Experience - 12 months FTC

Responsibilities

• lead and embed the Client Experience agenda, turning the firmwide vision into clear priorities, measurable outcomes and ways of working that enhance engagement with priority clients and senior buyers
• build and develop the Client Experience capability, providing leadership across Client Listening and Buyer Engagement while creating alignment, focus and operational excellence within Customer Success
• turn client and buyer insights into action, using feedback, relationship intelligence and data to identify opportunities, drive improvements and deliver meaningful business impact
• collaborate across teams to shape exceptional client experiences, establishing success measures, embedding best practice and creating seamless, insight led journeys that strengthen client relationships

Requirements

• significant experience leading Client or Customer Experience initiatives within a large B2B, professional services, financial services, technology or enterprise environment
• successfully delivered Client Experience programmes, frameworks, operating models or capabilities at scale, driving measurable business impact
• strong expertise in journey design, client listening, Voice of the Customer and experience measurement, with a focus on continuous improvement
• combine commercial acumen with a clear understanding of how exceptional client experiences strengthen relationships, loyalty and growth
• confident influencing senior stakeholders, translating strategic priorities into clear delivery plans and leading high performing, inclusive teams
• leverage client feedback, buyer insights, relationship intelligence, Salesforce data and qualitative research to shape strategy, identify opportunities and drive meaningful change

Core Competencies

Demonstrates expertise in leading Client Experience initiatives, utilizing client feedback and relationship intelligence to drive strategic improvements and measurable business impact. Skilled in journey design and experience measurement, fostering collaboration across teams to enhance client engagement and loyalty.