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Client Experience Senior Specialist
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Position Summary
The Client Advocacy team at Bain owns the feedback process and tools to enable consulting teams to collect real-time client feedback and provide actionable insights to leaders who can influence change. We use the Net Promoter System (NPS) to learn from our clients what is working well and what we could do better to strengthen client relationships and deliver superior results. We also conduct peer benchmarking to better understand our position relative to other consulting firms, which influences our long term strategy.
The Client Advocacy Senior Specialist is responsible for helping practices to reach full potential with their NPS programs. The Senior Specialist will own the survey process; liaise with practices and offices; and raise awareness of the program and survey tools. They will help facilitate connections between practices and individual partners to learn from each other.
Responsibilities
- Own the NPS process to provide a seamless and valuable experience for account teams
- Proactively manage the NPS process and tool to ensure zero-defect delivery of all client surveys
- Monitor survey participation to identify both gaps and best practices across accounts and industries
- Manage the external vendor to ensure our technology platform works seamlessly
- Work closely with counterparts in regions and industry practices to define and implement the right NPS program for them.
- Proactively gather user feedback and make suggestions on process and tool innovation
- Identify, gather and share success stories and best practices
- Support miscellaneous department operations and related strategic initiatives
Qualifications
- Bachelor's degree in Business, Economics or Sales
- 3+ years in a professional environment, professional services experience preferred
- Preferred experience designing and executing Excel analyses and models as well as familiarity with Qualtrics (or analogous) surveys and analytics.
- A team spirit, excellent interpersonal skills, and customer service orientation
- Strong organizational and work planning skills with a passion for project mgmt.
- Strong communication skills; ability to communicate with senior stakeholders in an open and collaborative fashion
- Ability to work independently and meet deadlines in a fast-paced environment
- Experience with MS PowerPoint, Excel, and Outlook; also Tableau or other visualization tools preferred but not required.
