Director of Client Experience (CX)

Work Location(s): Alpharetta, GA, US

Tempe, AZ

Elk Grove Village, IL

ADP is hiring a CX Director. 

The CX Director of HCM Strategy & Engagement will work closely with HRO HCM senior leadership, internal stakeholders, and business units to craft and continuously improve the market strategy for an enhanced Human Capital Management (HCM) product suite across ADP’s Human Resources Outsourcing (HRO) business unit. This role will be responsible for (1) helping to set the strategic direction of our HCM products and offerings (such as compliance, recruitment, onboarding & workforce planning, employee training & development, HR data & analytics, employee compensation & engagement strategy, etc.) and (2) working closely with internal stakeholders across sales, marketing, operations, client services, and more to drive execution of the strategy – ultimately increasing client engagement and revenue in the HCM portfolio.

The successful CX Director of HCM Strategy & Engagement combines curiosity, vision, and feasibility to help create a portfolio of offerings that continues to differentiate the HRO business unit as the leading HCM provider in the country.  

The ideal candidate embodies the following values…

• Low ego, high impact: a highly engaged self-starter who works to generate maximum impact and influence, always doing what is best for our internal and external clients.
• Believes in the good: a person who is comfortable with ambiguity and sees challenges as exciting opportunities to lean into.
• Honors commitments: possesses the ability to be both visionary and practical, focusing on the things that matter most then setting clear and achievable expectations to deliver.
• Always curious: insatiably curious, interpreting various forms of data – both quantitative and qualitative – and can easily synthesize and distill complex concepts into simple and actionable strategic recommendations.
• Cultivates connection: understands the big picture and can connect dots across insights, people, and processes to understand our biggest opportunities and the solutions to those.

KEY RESPONSIBILITIES:

• Reporting directly to the CX Service Executive, this person will be a key member of the senior CX team with experience in strategy, management consulting, and/or HCM driving consensus & collaboration across executive through frontline associate levels.
• Establish and manage comprehensive strategic planning process for the HCM portfolio using fact-based analysis and thought leadership.
• Drive market research efforts in the HCM space to evaluate changing client preferences, competitive trends, and keys to differentiation.
• Drive internal assessment efforts to evaluate technology adoption, portfolio analysis, and offering utilization.
• Use data and insights to develop strategic recommendations related to HCM service model redesign, portfolio redesign, value proposition, internal and external positioning, client and associate adoption, and more.
• Partner closely with internal stakeholders across operations and client services to aid in execution of strategy, providing close consultation and support.
• Develop close partnerships with sales and marketing to identify opportunities to improve HCM tools, processes, and messaging to grow market share and revenue.
• Evaluate and act as liaison for new technologies and vendors to support strategic decisions.
• Present insights, recommendations, strategic plans, and KPI tracking on a regular basis to executive leadership.

QUALIFICATIONS REQUIRED:

• Minimum of 7 years of relevant work experience, preferably in strategy, customer/client-centric roles, HCM, or management consulting roles required.
• Experience developing and evaluating strategies: identifying and framing issues, developing hypotheses, conducting market research and analyses, developing go-to-market execution plans, and helping the business deliver on recommendations within a set timeline.
• Ability to independently run projects in a matrixed environment.
• Strong conceptual problem-solving skills.
• Strong quantitative, qualitative, and analytical skills.
• Experience influencing and managing stakeholders in a large matrixed organization.
• Strong verbal, storytelling, presentation, and interpersonal skills, with demonstrated ability to work with and communicate at all levels of staff and management.
• Strong project management and organizational skills.
• Must be willing to travel up to 20%.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree, MBA, or advanced degree preferred.
• Advanced background in technology, HCM, HR/benefits, psychology, and/or design research.
• Advanced data analysis skills to drive meaningful insights.

#LI-AE1

#LI-Hybrid

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.