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Manager - Client Experience


Parsippany, NJ
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Job Details

JobId: 141029
Job Title: Manager - Client Experience
Location: Parsippany, NJ
Category: Project/Program Management
Employment: Full-Time
Open Date: 2017-07-29T06:05:24Z Close Date: 2022-07-28T00:00:00Z


About ADP:

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

ADP is a leader in Human Capital Management cloud-based software, delivered to a broad range of businesses. ADP software helps clients manage and care for their employees with software solutions that enable companies to hire, pay, provide benefits, manage performance, track time and much more. ADP works with clients of all sizes, from small businesses to large global corporations.

Why client experience matters:

At ADP, we believe that client feedback is critical to our success -- it helps us improve our current solutions, and guides our areas of focus for the future. ADP takes a client centric approach to transformation -- we rely on input from our client \"listening posts\" to determine our approach. Client experience is a top area of focus for our CEO and the entire ADP organization.

Team overview

The Client Experience team is responsible for developing the Client Experience roadmap, setting strategic direction and overseeing the execution of all initiatives relating to Client Experience which includes client surveys, client user conferences, client advisory boards and business process innovation.

Position summary

The Manager, Client Experience role provides a terrific entry point into ADP for an accomplished analytical and strategic thinker with a track record of strong performance. In this position, you will be reporting to the Vice President, Client Experience for Major Account Services, ADP's middle market division.

In this position, you will be responsible for developing Client Experience strategy and overseeing the execution of initiatives relating to the Client Experience which includes Net Promoter System (NPS), analysis of client feedback, closed loop process and Voice of the Client programs and initiatives. The Manager, Client Experience is responsible for acting as a liaison between and among the field and corporate leaders in order to gather, analyze and present client feedback. This feedback will be used in the recommendation, development and implementation of improvements to our products and service. You will play a central role in providing Client Experience updates to ADP executive leadership. The Manager, Client Experience will also work with field based Client Experience champions to facilitate sharing of learnings and best practices across regions.

Specific responsibilities for the Manager, Client Experience include:

Leading all aspects of client surveys, including:

  • Setting survey strategy for client surveys, including Relationship, Implementation & Transaction. Assessing ongoing relevance of survey questions & frequency and evaluating new client feedback opportunities, such as text message surveys and \"on-demand\" feedback links etc.
  • Managing client survey process, ensuring Ssurvey client base is representative of Major Accounts client base and monitoring accuracy of client data in survey invitations
  • Leading survey data analytics: identifying trends & themes across segments & regions including leading analytics analyses; results of analytics will lead to recommendations to Product and Service leaders
  • Developing and leading presentations for ADP leadership reflecting results of survey data
  • Leading bi-monthly Client Experience Champion (Field leaders) meetings for both Service and Implementation and periodic Closed Loop Owner focus groups to identify and solve client challenges
  • Assess opportunities to optimize Closed Loop process, including aggregating and actioning data from Closed Loop conversations with clients
  • Developing trainings as needed to educate the Field regarding changes to survey tools, data & reporting

Leading client experience projects and initiatives, including client journey mapping projects
  • Identifying initiatives that will improve client experience
  • Participate in all phases of client journey mapping projects, from analysis through execution of solutions

Collaborating with client experience peers in other ADP Business Units to share best practices

Assessing client experience industry best practices, leveraging them at ADP as appropriate


  • Bachelor's Degree
  • 6+ years of experience in strategy, analytics, client advocacy or client management, preferably in a B2B company. Experience working with net promoter score (NPS) or transaction surveys.
  • Strong analytical skills - experience with developing strategic insights from data analytics.
  • Strong communication skills -- excellent verbal presentation and deck writing skills.
  • Highly collaborative, with ability to influence and lead cross-functional teams. Ability to manage multiple projects effectively.
  • Experience using Medallia, Tableau or text analytics tools such as Clarabridge a plus.
  • Track record of promotion in past roles.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following

  • MBA preferred
  • Experience using Medallia, Tableau or text analytics tools such as Clarabridge a plus.

Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the \"Most Admired Companies\" by FORTUNE® Magazine, and recognized by Forbes® as one of \"The World's Most Innovative Companies,\" ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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