Senior Client Experience & Insights Lead

WSP in Manila; Philippines; Presencial; PHP 1 000 000 - 1 400 000; Tempo integral

Resumo da oferta

WSP in Manila is seeking a Client Experience & Insights Advisor to support delivery and continuous improvement of client outcomes across Australia. The role embeds client-centric practices, maintains feedback tools, analyzes insights and coordinates engagement activities within the Clients & Growth team.

The position emphasizes data-driven reporting, KPI tracking, and cross-functional collaboration to activate Client Experience Plans and ensure consistent customer focus across the business.

Qualificações

• Degree in business, marketing, communications or equivalent.
• 8+ years in Client Experience, Customer Insights or related roles.
• Experience in professional services or B2B environments preferred.
• Experience with surveys, NPS/CSAT, feedback tracking and closed-loop follow-up.
• Excellent English communication and stakeholder management.

Responsabilidades

• Support collection, analysis and reporting of client feedback via the Global Client Feedback Tool.
• Track performance against client feedback targets and KPIs.
• Provide actionable insights and trends to BGs and Account Leads.
• Increase feedback response rate and improve insights coverage.
• Maintain client feedback tickets and monitor progress to closure.
• Coordinate status updates and follow-up actions from feedback for continuous improvement.
• Assist rollout and activation of Client Experience Plans and related communications.
• Coordinate client experience activities, including planning, materials and tracking actions.

Conhecimentos

Communication skills

Stakeholder management

Analytical thinking

Data analysis

Formação académica

Degree in business, marketing, communications, or equivalent experience

Ferramentas

Excel

Power BI

Descrição da oferta de emprego

WSP in Manila is seeking a Client Experience & Insights Advisor to support delivery and continuous improvement of client outcomes across Australia. The role embeds client-centric practices, maintains feedback tools, analyzes insights and coordinates engagement activities within the Clients & Growth team.

The position emphasizes data-driven reporting, KPI tracking, and cross-functional collaboration to activate Client Experience Plans and ensure consistent customer focus across the business.