Job Description
The purpose of the Client Experience Coordinator is to support the delivery and continuous improvement of WSP's client experience outcomes across Australia. The role assists in embedding client-centric practices by maintain feedback tools and system, coordinating feedback insights, engagement initiatives, supporting the activation of Client Experience Plans and support communications plans.
Working closely with the Clients & Growth team, this role ensures a consistent, data-driven approach to understanding and enhancing client experience.
Responsibilities
Job Specific:
- Support the collection, analysis and reporting of client feedback through the Global Client Feedback Tool
- Become a champion for the Global Client Feedback Tool, providing support and promoting best practice to the team and more broadly driving adoption across the business
- Track performance against client feedback targets and KPIs
- Provide actionable insights and trends to Business Groups (BGs) and Account Leads
- Assist in the rollout and ongoing activation of Client Experience Plans
- Coordinate status updates and follow-up actions from client feedback to ensure continuous improvement
- Coordinate Client Experience or Engagement activities, including:
- Scheduling and logistics
- Collating materials and insights
- Tracking actions and outcomes
- Support preparation of sprint outputs and summary reports
- Develop and coordinate client case studies that showcase strong client outcomes and best practices
- Work with technical teams to capture feedback success stories
- Support the development of internal client experience content including best practices, guidance materials, and knowledge-sharing initiatives across the business.
- Maintain client feedback tickets within the Global Client Feedback tool
- Monitor ticket progress and follow up with relevant stakeholders to drive closure
- Maintain a communications calendar on Client Experience and Global Client Program
- Comply with relevant policies, procedures, and processes related to Clients & Growth functions.
- Understand the WSP processes, particularly related to client feedback and the Global Client Program, as described in the Integrated Management System (IMS) and intranet.
- Proactively identify projects due for Client Feedback across key clients to maximise feedback participation
- Increase Client Feedback response rate, improving quality, quantity and coverage of client insights across the business
Wellbeing:
- Foster a strong Health, Safety and Environmental (HSE) culture in the office and comply with all role-specific safety, health, environment and quality obligations.
- Reinforce expectations for behaviour and workplace policies and practices.
Qualifications
- Degree in business, marketing, communications, or equivalent experience (minimum)
- 5 years of relevant experience within a professional services or corporate environment
- Experience in a client experience, customer success, marketing, business development or coordination role in a professional services environment (B2B experience is desirable)
- Excellent communication skills in English to be able to draft content
- Strong analytical and reporting capability (Excel / Power BI advantageous)
- Excellent stakeholder management and communication skills
- High attention to detail and ability to manage multiple priorities
- Experience working with CRM, client feedback systems or working with large datasets and performing data analysis, particularly in environments with high-volume data (desirable)
- Proactive approach with a continuous improvement mindset
- Experience working with internationally based internal clients (desired but not essential)
- Ability to learn and subsequently train others in WSP systems and processes
- Experienced to an advanced level in the Microsoft Suite including Outlook, Word, PowerPoint, Teams, SharePoint, OneDrive and Excel.
