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VP Client Experience (NPS)


Alpharetta, GA
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Job Details

JobId: 139883
Job Title: VP Client Experience (NPS)
Location: Alpharetta, GA
Category: Client Service
Employment: Full-Time
Open Date: 2017-11-15T06:11:05Z Close Date: 2022-11-14T00:00:00Z


Insightful Expertise is a core value at ADP. In National Account Services, it's one of the reasons the world's largest companies - including 80% of the Fortune 500 - count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients.

We are a passionate partner committed to their success - and are looking for like-minded individuals who want to be part of our winning team.

The Client Experience and Innovation team is responsible for developing the Client Experience roadmap, setting strategic direction and overseeing the execution of all initiatives relating to the \"Client Experience\" which includes Net Promoter System (NPS), analysis of client feedback, closed loop process, Voice of the Client programs and initiatives, and Client Programs.

Communicates the status of Client Experience and Innovation initiatives, challenges, tactics and strategy to field leadership, Business Unit Senior Leadership Team and on occasion will provide BU updates to ADP Executive Committee. Additionally, assures that the Voice of the Client is represented in decision making at all levels of the organization.

The focus of the organization is to drive increased NPS, increase Referenceable Clients, maintain Client retention levels, and improve associates engagement and productivity.

Primary responsibilities include:

  • Delight clients by working throughout the division to drive growth by advocating for the clients.
  • Create operating mechanism to engage all levels of the organization including sharing of feedback from clients.
  • Identify associate touch points to client experience and their impact
  • Support Leadership Team in ensuring that that the Voice of the Client is represented in decision making at all levels of the organization.

Voice of the Client:

  • Identify and map all 'listening posts' of clients' voices.
  • Oversee and insure administration, design, and analysis of client surveys, in partnership with corporate survey team as appropriate.
  • Redesign and mange relaunch of client Net Promoter® program and close loop process within NAS.
  • Conduct advanced data analysis as needed including data modeling, multivariable regression analysis of normal and attribute data types.
  • Able to build an economic valuation model based on Net Promoter® principles.

Client Loyalty and Retention:

  • Leverage client economics and segmentation to help business prioritize and focus on projects that positively impact client loyalty; be a significant contributor to organic growth.
  • Produce and evaluate insightful analytics and provides consolidated information with relevant reports that identify metrics/trends that lead to the creation and implementation of key client retention strategies.
  • Oversee creation and execution of robust close loop process to ensure client feedback is acted upon to drive process improvements, and addressed timely with feedback to clients and associates.
  • NAS lead for Ambassador Rewards Program, including development and execution of campaigns, incentive programs and opportunities to expand within organization..

Other Duties:

Develop strategies to address opportunities to improve the associate and client experience by collaborating with senior leadership on solutions, execution and measures of success. Execute upon NAS strategic initiatives to include BPI and Kaizen outcomes. Partner with BES to execute.

Work effectively with Employer Services peers in to share best practices, tools and process and the leveraging of resources that may be critical to the success of NAS and our clients.

Evaluate the implication of recommended initiatives and effectively communicates impact and resolutions to affected business groups and their senior or executive leaders.

Bachelor's Degree or the equivalent in education and experience. MBA preferred

Minimum of 8+ years of experience in a customer/client centric or customer/client advocacy roles in a high performance service environment that has consistently demonstrated Service Excellence with demonstrated significant measurable results

  • Demonstrated relentless focus on delighting clients.
  • Proven people leadership effectiveness, balancing clients, associates, and shareholders' interests.
  • Strong bias for action and results driven while influential and collaborative.
  • Proven ability to influence across organizational boundaries, obtaining shared mindset and execution for results.
  • Experience managing cross functional initiatives.
  • Highly developed interpersonal skills; a leader who can be as effective through influence with or without positional authority.
  • Experience leading transformational initiatives.
  • Willingness to learn is a must.
  • Proven ability to innovate and improve processes and outcomes.
  • Experience with Net Promoter® required; certification a plus.
  • Strong quantitative, analytical, benchmarking and statistical skills
  • Six Sigma Black Belt certification a plus.
  • Working knowledge of industry leading practices in the disciplines of Human Capital Management. (Payroll, Human Resources, Time, Benefits, Recruiting and Talent Management)
  • Experience in Financial Analyses, ROI/Business cases and Value analyses
  • Must possess excellent communication, presentation and facilitation skills and recognized organizational savvy.
  • Proven ability to drive decisions and actions among diverse groups to achieve goals including conflict resolution.
  • Strong quantitative, analytical, benchmarking and statistical skills required
  • Proven leadership skill to implement strategic initiatives in an organization.
  • Ability to work with all levels of a multidimensional organization as a change agent.


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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