Digital Product Manager- Client Experience

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ADP is hiring a Manager, Client Experience.

In this position you will be leading the Client Experience Feedback program for ADP's Human Resources Outsourcing (HRO) business unit.

This person will be primarily responsible for managing the NPS and Survey program. This includes managing the Medallia Platform for HRO - Ensure all HRO associates have transparency to NPS and coach associates on the platform and how to look at NPS data. Ensure maximum throughput of our survey program with response rates and response volume. Enforce survey program governance and lead the relationship with ADPs Corporate Client Experience Team and the Henry Development team. Lead Client Outreach projects for HRO executed through surveys and be the subject matter expert for the Business unit on best practices. Responsible for building and maintaining productive working relationships throughout HRO with various levels of associates working as NPS SMEs and consumers of NPS insights.

Additionally, the incumbent will lead projects focused on NPS, Surveys and enhancements to the program, working with the necessary stakeholders across HRO and ADP to deliver on those. Responsible for gaining commitment, alignment, and engagement on projects to deliver an improved client experience. This role will be responsible for developing processes, collateral, and analyzing data related to projects and business/client needs in partnership with the HRO Analytics Organization. In addition, this role will provide clarity on client experience and performance of projects by creating reports and Power Point presentations. Effective project management and communication skills as well as knowledge of MS Office suite are required.

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.

THE IDEAL PERSON:

Data is, literally, our middle name: We need a truth seeker - someone who is insatiably curious. Their job is to shine a light on things unknown, leveraging quantitative with qualitative data.

Ability to get buckets: Need to be driven by progress and posting actual wins on the board, while failing fast.

Obsessed with customer feedback: As a core belief of our company, this role is charged with carrying the baton and trumpeting this message through their behavior of spending time with our clients and customers.

Pace-setter: This opportunity demands more than keeping pace. Rather, the expectation is that you set the pace amidst a group of talented passionate individuals in a fast-paced high-growth environment.

Connected: Able to understand the needs of multiple internal clients, quickly align and maintain close connection through execution of brand experience strategy.

RESPONSIBILITIES:

Manage and own the Medallia platform for HRO Business Unit. Manage Associate Access and Train associates on the platform.

Work with BU leaders and SMEs as well as CORP CX to request for enhancements on the platform

Manage and own the Survey program for HRO. Assist in processing monthly surveys, work with SMEs to ensure data is correct and maximize the response rate.

Lead projects aimed at Survey Enhancements working with the development team and the CORP CX partners

Establishes, manages, and publishes a comprehensive overall project plan as it relates to HRO Client Experience Operations, including the development schedule, resource requirements and impact to existing surveys/features

Report on NPS performance to help BU stay on track for Win as One NPS Goals. Provide NPS data for finance and transformation office requests

Lead NPS SME calls and relationships with Associates across the Business Unit to report on NPS, support Team calls and NPS group chats

Provides 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

Connect and build relationships with stakeholders from Data and Analytics including HRO Translator and BI, who are data owners and maintain regular flow of information from them

Collaborates 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.

Report on NPS trends Year over Year to set goals and forecast performance

REQUIREMENTS:

Experience with Medallia, Clarabridge, or other NPS/Survey tools required.

Demonstrated project management experience involving projects with varying levels of complexity required.

Experience in leading strategic initiatives of different sizes with measurable results.

Strong Project Management skills with experience in PM tools

Strong Excel and PowerPoint skills

Strong verbal and interpersonal skills, with demonstrated ability to work with and communicate at all levels of staff and management.

Proven track record of maintaining effective Project Team relationships in a highly matrixed environment.

Must possess a proven ability to work effectively with an aggressive, demanding client and ADP project teams.

Preferred Qualifications:

Bachelor's Degree from an accredited college or university. MBA or advanced degree a plus

Salesforce preferred

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Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.

Company info

Automatic Data Processing, Inc.
Website : http://www.adp.com