Job Description

Senior Client Experience Analyst

ADP is hiring a Senior Client Experience Analyst to support our NPS Insights and Operations by applying analytical, technical, and data skills to support projects and deep dives to drive HRO's client experience. The Senior CX Analyst will support and manage Medallia, survey program operations and governance, analysis of client data, and help the Insights team generate actionable recommendations for our business stakeholders.

In this role, you will serve as a detective always on the quest to find root cause and deeper impact of a problem, never stopping at the first or most obvious answer. The Senior CX Insights Analyst gets to know the business intimately from both the perspective of our clients and the shoes of our associates. They are shape shifters able to take on the perspective of many while putting the puzzle pieces of a problem together. Ultimately, this role will be able to interpret various forms of data quickly both quantitative and qualitative and can easily synthesize complex concepts into simple solutions.

The successful Senior CX Analyst is obsessed with client and associate feedback, is adept at designing and managing strategic research projects, leverages a variety of research and analysis methodologies, and works creatively to not only identify our biggest obstacles, pain points, and frictions, but also to help recommend and implement positive changes. The ideal candidate must be highly detail oriented with the ability to juggle multiple projects and their accompanying logistics at once.

Ready to make your mark?

If so, this may be an opportunity for you. Read on and decide for yourself.

Apply now!

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

What you can expect on a typical day:

• Report on NPS performance and trends to help the business unit stay on track for goals, both regularly and ad-hoc. Provide NPS data for finance and other key stakeholders as requested with tight timelines.
• Combine multiple sources of data and analyze them to find themes and trends, including case, tenure, open-text feedback, and more.
• Provide professional consulting on how to improve NPS by identifying improvement opportunities, recommending actions to the BU leaders, and working with multi-functional teams to realize growth.
• Support the Medallia platform for HRO business unit, including management of survey enhancements, associate access, training, assisting in processing monthly surveys, ensuring client data is correct, and more.
• Enforce survey program governance and lead the relationship with ADP's Corporate Client Experience Team and the development team.
• Collaborate with business leaders and cross-functional teams as a client advocate to integrate feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.
• Conduct quantitative and qualitative NPS deep dives to drive actionable improvements within specific teams, markets, regions, and business units.

To succeed in this role:

• 5 years of experience in insightful analytics, data analysis with a focus on client experience
• Quantitative and/or qualitative experience
• Experience with Medallia, Clarabridge, and/or other NPS/Survey tools
• Strong data presentation and visualization skills
• Project management experience involving projects with varying levels of complexity required.
• Strong Excel and PowerPoint skills.

A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

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