Client Experience & Insights Strategist

WSP Manila, Inc.

Eastern Manila District

On-site

PHP 1,300,000 - 2,000,000

Full time

6 days ago

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Job summary

WSP Manila, Inc. is seeking a Client Experience & Insights Advisor to support the delivery and continuous improvement of client experience outcomes in Australia, while coordinating feedback tools and insights.

The role works with the Clients & Growth team to maintain a data-driven approach and drive adoption of client experience initiatives. The ideal candidate will have 8+ years in client experience or related fields, strong English communication and stakeholder management skills, and

Qualifications

Degree in business, marketing, communications, or equivalent experience required.
8+ years in client experience, customer insights, or related coordination roles in professional services.
Experience with surveys (NPS/CSAT), feedback tracking and closed-loop actions.
Strong English communication and stakeholder management skills.
Experience with Excel and Power BI is advantageous; familiarity with CRM or feedback systems is preferred.

Responsibilities

Support collection, analysis and reporting of client feedback through the Global Client Feedback Tool.
Track performance against client feedback targets and KPIs across BGs and Account Leads.
Provide actionable insights and trends to BGs and Account Leads to improve client experience.
Increase client feedback response rate and coverage across the business.
Maintain client feedback tickets and monitor progress to drive closure.
Assist rollout of Client Experience Plans and coordinate engagement activities.