Client Experience Manager

Work Location(s): Roseland, NJ, US

Tempe, AZ

Maitland, FL

Miami, FL

Alpharetta, GA

Augusta, GA

El Paso, TX

Norfolk, VA

ADP is hiring a Client Experience Manager

In this role, you will… lead qualitative research deep dives and projects to support ADP’s enterprise-wide goals. The successful Client Experience Manager is a detective at heart, always on the quest to find root cause and deeper impact of a problem, never stopping at the first or most obvious answer. They get to know the business intimately from both the perspective of our clients and the shoes of our associates. They can understand the perspective of many while putting the puzzle pieces of a problem together.

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We’ve received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans over the next ten years. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos

Ready to #MakeYourMark? Apply now!

What you’ll do:

• Design and execute qualitative research deep dives into the functional client experience to identify deeper root cause, ultimately identifying and presenting recommendations.
• Establish and manage comprehensive research project plans, including proposal, timelines, and deliverables, communicating progress with key stakeholders throughout the process.
• Partner with data & predictive analytics teams, both to prioritize deep dive needs and to corroborate qualitative findings to provide a holistic picture of the client experience.
• Design and conduct primary research with clients and associates leveraging a variety of methodologies (including IDIs, TDIs, ethnography, surveys, etc.) to provide insights to the broader organization that will drive process and behavior changes.
• Deliver meaningful research outputs like journey maps, client / associate personas and thematic explorations.
• Facilitate cross-functional design thinking sessions and workshops with stakeholders to identify recommendations for service, digital, and operational experiences.
• Present insights and recommendations regularly to leadership, collaborating with leaders and cross-functional teams as a client advocate to integrate feedback and experience insights into decisions on processes, products, and service offerings.
• Connect and build relationships with stakeholders from across the ADP enterprise – including leaders and business unit CX members – as a client advocate to ensure the successful implementation, execution, and adoption of recommendations.

TO SUCCEED IN THIS ROLE:

• Typically requires BA/BS – or equivalent in education and
  experience.
• Minimum of 8 years of experience in a research, customer/client centric or customer/client advocacy roles
• Strong verbal, storytelling, and interpersonal skills, with demonstrated ability to work with and communicate at all levels of staff and management.
• Demonstrated project management experience involving projects with varying levels of complexity.
• Ability to both design strategic research projects and help execute recommendations, including strong qualitative and ethnographic research skills — both in design and execution.
• Strong quantitative and analytical skills ; preferred ethnography research a plus
• Strong facilitation skills, with experience working in a highly matrixed environment.

Bonus points for these:

MBA or advanced degree a plus
• Background in psychology, anthropology, design research, data analytics, statistics, program management and/or communication a plus
• Experience with ethnography research a plus
• Experience influencing stakeholders in a large matrixed organization a plus

The ideal candidate is…
• Deeply curious, interpreting various forms of data — both quantitative and qualitative — and can easily synthesize complex concepts for stakeholder use, learning and managing stakeholders with different needs and priorities.
• Adept at designing and leading strategic research projects, leverage a variety of research and analysis methodologies
• Obsessed with customer feedback, carrying the baton and trumpeting key insights through their behavior of spending time with our clients and customers.

• Connected and able to understand the needs of multiple internal clients, quickly align and maintain close connection through execution of brand experience strategy
  • A creative thinker to not only identify our biggest obstacles, pain points, and frictions, but also to help recommend and implement positive changes.
  • Effective at project management and communication and comfortable managing multiple stakeholders with different priorities & needs

YOU’LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common inte
• rests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Balance work and life. Resources and flexibility to more easily integrate your work and your life.
• Focus on your mental health and well-being. We’re here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impactupon the communities in which we work and live. 
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

 Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:

#LI-ES1

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.