Manager, Client Experience Insights

Work Location(s): Alpharetta, GA, US

Tempe, AZ

Elk Grove Village, IL

ADP is hiring a Manager, Client Experience Insights. 

In this position, you will lead qualitative research deep dives and projects to support ADP’s Human Resources Outsourced (HRO) business unit, combining rich interview insight with robust reporting and analytics.

The successful CX Insights 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 are able to understand the perspective of many while putting the puzzle pieces of a problem together.

The ideal candidate is…

• Adept at designing and leading strategic research projects independently, leveraging a variety of research and analysis methodologies.
• 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.
• An expert at project management and communication and extremely comfortable managing multiple senior stakeholders with different priorities & needs
• 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.

KEY RESPONSIBILITIES:

• Independently design and execute qualitative research deep dives into the functional client experience in order 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.
• Analyze and interpret Net Promoter Score data and other quantitative client feedback data from additional listening posts to support findings and meet business expectations.
• 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.

QUALIFICATIONS REQUIRED:

• Minimum of 5 years of experience in a qualitative research or consulting role, OR 7-8 years in a customer/client centric or customer/client advocacy roles.
• Demonstrated project management and project ownership experience.
• Exceptional quantitative and analytical skills.
• Experience influencing and managing stakeholders in a large matrixed organization.
• Ability to both design strategic research projects and help execute recommendations, including strong qualitative and ethnographic research skills.
• Outstanding verbal, storytelling, presentation, and interpersonal skills, with demonstrated ability to work with and communicate at all levels of staff and management.
• Superb facilitation skills.

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree from an accredited college or university. 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.

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