Associate Director - Customer Experience Professional Services (1 Year FTC)

Ipsos; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading research firm in London is seeking a skilled individual to manage client relationships and improve customer experience initiatives. This position involves leading workshops, analysing data, and providing consultative services to clients. The ideal candidate will have a solid background in CX programmes and a commitment to professional development. The role is a 1-year fixed-term contract with a hybrid work model, requiring presence in the London office three days a week.

Benefits

25 days annual leave

Pension contribution

Income protection

Life assurance

Health & wellbeing benefits

Qualifications

• Experience in working with CX programmes and consultative client relations.
• Track record of delivering successful CX solutions with demonstrable benefits.
• Ability to manage, develop, and motivate team members.

Responsibilities

• Lead client interactions and ensure delivery against expectations.
• Design and facilitate workshops with stakeholders.
• Support clients in improving their CX initiatives.

Skills

CX programme management

Client relationship management

Analytical skills

Communication skills

Consultative approach

Creativity

Job description

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Job Description

The role covers the whole programme cycle from working on proposals, either from RFPs or as proactive suggestions to assess and drive clients' CX maturity, conducting analysis and writing reports and presenting and activating findings with clients. It focusses on providing added value consultative style CX services either as part of an ongoing CX programme or as a standalone.

You will play a key role in leading day-to-day client interactions, helping build strong relationship and ensuring that we deliver against clients' expectations. You will also have a critical role in clients' CX programmes, working closely with our insight and client success colleagues to deliver the multidisciplinary capability that is essential in meeting clients' complex and wide-ranging CX challenges.

We are looking for someone who can hit the ground running, and a strong commitment from individuals to learning and developing their own skills and capabilities.

Your Day to Day

These are the types of things you can expect to be doing during your day to day, although as Ipsos is a dynamic organisation, this may vary as different opportunities arise:

• Assessing, and driving improvements to, clients' CX initiatives and programmes. This could include Roadmaps, VoC Programmes or Service Design
• Help and support clients to design intervention or transformation plans to deliver change which will improve both CX and deliver a return on investment.
• Designing qualitative CX projects, including discussion guides, recruitment and sampling strategies and reporting deliverables.
• Designing and facilitating workshops with senior stakeholders, creating engaging visual outputs both before, during and after each session
• Working with clients to identify root cause and co designing intervention techniques to resolve customer issues
• Displaying information and using it in telling stories that ensures that our work has real impact on business decisions.
• Working collaboratively alongside other functional specialisms - Insights, Project Management, Platform Services and Client Success - to support client CX programmes.
• Taking part in regular strategic client reviews, contributing to and driving the overall client programme roadmap
• Commercial drive to identify and follow up on opportunities for Growth across our full suite of Professional Services
• Managing and actively developing team members, through on-the-job coaching and effective people management, securing talent for the future through effective recruitment

This role is an initial 1 year fixed term contract and offers hybrid working from our London office 3 days per week and the rest from home.

About You

Background:

These are the areas of knowledge and expertise that matter most for this role.

• Experience in working with CX programmes, both within wider workstreams and as standalone services, with a strong emphasis on activation, governance and future state roadmapping
• Track record of consultative approach to determine and advise on client needs, conducting projects to address, and managing client relationships as the main point of contact for projects and deliverables.
• History of delivering CX solutions with demonstratable benefits to clients - be it quantifiably or culturally
• Qualitative history with a solid and confident background across research lifecycle - from design to delivering impactful reports
• Proven contribution to revenue generation, e.g. by writing proposals, winning new business and/or developing client accounts
• Experience of managing, developing and motivating individuals and teams.

Skills:

A good understanding of research techniques and their applications within organisations

• Understanding and experience of the full project lifecycle for research: how to build client relationships, design and deliver effective solutions, and activate them within the client's organisation
• Commercial outlook, understand client business and seek to elevate our client programmes to deliver measurable impact
• Confidence in analysing complex insights, preparing reports and delivering presentations to high standards, and tight deadlines
• Financial awareness: understanding the drivers of profitability and how to deliver efficiently across our programmes whilst adhering to client budget, needs and sold scope
• Creativity, flexibility and willingness to question the status quo - we're always looking for how we can do things better and everyone contributes to that.
• Strong and effective communication skills, both verbally and in writing to all levels of the client organisation

Behaviours:

These are the areas of knowledge and expertise that matter most for this role.

• You communicate in an authoritative and influential way to inspire confidence and are always listening to the team, clients and the wider business
• You work collaboratively with people both internally and externally, adapting your communication style accordingly
• You are intellectually curious, passionate about customer experience and looking for ways to develop your skills further
• You are committed to a growth mindset, supporting others to grow and develop through feedback, training and mentoring and engaging with giving and seeking feedback
• You demonstrate tenacity and confidence while dealing with senior client stakeholders with varying agendas and perspectives

Benefits:

We offer a comprehensive benefits package designed to support you as an individual. Our standard benefits include 25 days annual leave, pension contribution, income protection and life assurance. In addition, there are a range health & wellbeing, financial benefits and professional development opportunities.

We realise you may have commitments outside of work and will consider flexible working applications - please highlight what you are looking for when you make your application. We have a hybrid approach to work and ask people to be in the office or with clients for 3 days per week.

We are committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We recognise that this is important for our business success - a more diverse workforce will enable us to better reflect and understand the world we research and ultimately deliver better research and insight to our clients. We are proud to be a member of the Disability Confident scheme, certified as Level 1 Disability Confident Committed. We are dedicated to providing an inclusive and accessible recruitment process. Your application will be reviewed by someone from our Talent Team who will be in touch either way to let you know the outcome.

About Us

Ipsos is one of the world's largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we're proud to share we've received our Great Place to Work Certification in 2022 & 2023!

About the Team

Customer Experience at Ipsos is All Things Customer. Our mission is to equip our clients with the insights they need to make better decisions about their customer experience investments. We do this through CX research and advisory, cross-channel analytics (digital and physical), and CX performance measurement across the customer journey. We are firm believers in the Insights to Action loop, and we provide our clients with tangible CX recommendations and ROI sizing (our approach is called ROCXI). The result of our work is better strategic and operational decisions that drive customer loyalty, retention and growth.