Client Experience & Insights Advisor

Job Description

The purpose of the Client Experience & Insights Advisor 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

Main activities and responsibilities (including but not limited to):

Job Specific:

Client Feedback, Analytics, Reporting and Insights:

• Support the collection, analysis and reporting of client feedback through the Global Client Feedback Tool
• Track performance against client feedback targets and KPIs
• Provide actionable insights and trends to Business Groups (BGs) and Account Leads
• Increase Client Feedback response rate, improving quality, quantity and coverage of client insights across the business
  
  

Feedback Tickets, Action Tracking and Closed-Loop Improvement:

• Maintain client feedback tickets within the Global Client Feedback tool
• Monitor ticket progress and follow up with relevant stakeholders to drive closure
• Coordinate status updates and follow-up actions from client feedback to ensure continuous improvement
  
  

Client Experience Plan / Program Coordination:

• Assist in the rollout and ongoing activation of Client Experience Plans
• Coordinate Client Experience or Engagement activities, including:
• Communications planning and preparing
• Collating materials and insights
• Tracking actions and outcomes
• Support preparation of sprint outputs and summary reports
  
  
• 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
• 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.
  
  

Case Studies, Internal Communications and Knowledge Sharing :

• 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 i ncluding best practices, guidance materials, and knowledge-sharing initiatives 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)
• 8+ years of relevant experience in one or more of the following: Client Experience, Client Listening, Customer Experience, Quality Assurance, Voice of Customer, Customer/Client Insights, Customer Success Operations or professional services coordination.
• Experience in a client experience, customer success, marketing, business development or coordination role in a professional services environment (B2B experience is desirable)
• Experience with surveys, NPS/CSAT, feedback tracking, action management or closed-loop follow up.
• Excellent communication skills in English to be able to draft content
• Excellent stakeholder management and communication skills
• Strong analytical, reporting and insight-generation capability (Excel / Power BI advantageous)
• High attention to detail and ability to manage multiple priorities
• Experience working with CRM, client feedback, survey or quality 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