Client Experience Architect — Lifecycle & VOC

Mercer; Warszawa; On-site; PLN 70,000 - 110,000; Full time

Job summary

Mercer Services in Warsaw is seeking a Client Experience Specialist to join the Product Management Operations Team. You will support client experience initiatives across Career products, helping manage end-to-end lifecycle milestones from onboarding to renewal while leveraging Voice of Customer inputs to guide improvements.

In this role you will collaborate with internal stakeholders globally, contribute to standardized processes, and assist with measuring impact and reporting on client

Qualifications

• Experience or exposure to client experience or customer-focused initiatives.
• Familiarity with Voice of Customer or client feedback activities.
• Understanding of client lifecycle concepts such as onboarding or retention.
• Experience supporting process improvement or standardization efforts.
• Strong analytical skills and understanding of the technology landscape.

Responsibilities

• Support client experience initiatives across Career products and the end-to-end client lifecycle.
• Contribute to defining, implementing and maintaining feedback and VOC touchpoints across key lifecycle stages.
• Support collection, consolidation, and synthesis of client feedback across Career products.
• Identify experience themes, recurring issues, and improvement opportunities from VOC insights.
• Assist in using client feedback to inform experience, lifecycle, and process improvements.
• Develop and maintain client experience and lifecycle frameworks, standards, and guidelines.
• Coordinate client experience and feedback activities across internal stakeholders.
• Develop reporting, summaries, and insight-sharing materials.
• Contribute to continuous improvement initiatives for client experience consistency and outcomes.
• Evaluate internal/external tooling options using AI, summarizing pros/cons and adoption considerations.

Skills

Client experience

VOC familiarity

Lifecycle concepts

Process improvement

Analytical skills

Job description

Mercer Services in Warsaw is seeking a Client Experience Specialist to join the Product Management Operations Team. You will support client experience initiatives across Career products, helping manage end-to-end lifecycle milestones from onboarding to renewal while leveraging Voice of Customer inputs to guide improvements.

In this role you will collaborate with internal stakeholders globally, contribute to standardized processes, and assist with measuring impact and reporting on client