Client Experience Specialist

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 is seeking candidates for the following position based in Warsaw:

Client Experience Specialist

What can you expect? Client Experience Specialist is a member of the Product Management Operations Team working closely with, internal stakeholders globally, client-facing teams, product owners and product support teams. In this role, your primary responsibility will be to support client experience initiatives across Career products, covering the end-to-end client lifecycle, client enablement with Voice of Customer (VOC) and client feedback serving as key inputs to guide experience improvements and prioritization with understanding of the technology landscape, relevant market solutions, and industry trends. You will contribute to enhancing the quality, consistency, and effectiveness of the client experience across Career products and key lifecycle moments such as onboarding, ongoing engagement, and renewal. The role supports the execution of client experience initiatives, lifecycle frameworks including usage of AI and other technology solutions, closing feedback loops that help translate client needs, perceptions, and insights into continuous experience improvement.

We will count on you to:

• Support client experience initiatives across Career products and the end-to-end client lifecycle
• Contribute to defining, implementing and maintaining feedback and Career products VOC touchpoints across key lifecycle stages
• Support the implementation, collection, consolidation, and synthesis of client feedback across Career products
• Help identify experience themes, recurring issues, and improvement opportunities based on VOC insights
• Support the use of client feedback as an input into experience, lifecycle, and process improvements
• Contribute to the development and maintenance of client experience and lifecycle frameworks, standards, and guidelines
• Coordinate client experience and feedback-related activities across internal stakeholders
• Develop & coordinate reporting, summaries, and insight-sharing materials
• Contribute to continuous improvement initiatives aimed at improving client experience consistency and client outcomes
• Support evaluation of options for internal tooling enhancements using internal AI, or external solutions by summarizing pros/cons and adoption considerations.
• Recommend solutions that are repeatable and consistent across products, favoring configurable/reusable approaches over one-off implementations where appropriate.

What makes you stand out:

• 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 an understanding of the technology landscape

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders
• We foster a culture where client experience is a priority
• Our scale enables opportunities to grow your skills across all client experience area

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one anchor day per week on which their full team will be together in person.