Sector Client Experience Manager

A member of the client experience team, the sector client experience managers provide leadership and direction in working with sectors and business lines across the company to drive continuous improvement in client experience. They manage the voice of the client for assigned sectors and business lines through surveys and listening sessions, staying abreast of industry developments, both internally and externally, to provide recommendations for program improvements, as well as facilitating training and educational opportunities throughout their assigned sectors and business lines.   Duties: Works with business line leadership and the Client Experience Director to develop a client experience plan and program for the assigned business lines. Works with leaders throughout the business lines to build and foster a client-centric culture that strives to deliver an exceptional and consistent client experience. Regularly meets with sector and business line leadership and other stakeholders to identify gaps in client experience and develop action plans for improvement. Holds sectors and teams accountable for the milestones they outline within the timelines identified. Stays informed of trends in client experience through industry blogs, podcasts, videos and conferences. Participates in research and networking activities to identify what other firms are doing to create exceptional client experiences. Collaborates with the Client Experience Director to implement program changes based on industry research and data. Participates in the internal client experience champion group to hear a variety of perspectives on the program and opportunities for improvement. Mentors and guides others across assigned sector and business lines to improve client experience capabilities including adapting communication, managing conflict, balancing stakeholders and utilizing client service strategies.   Qualifications Required: Bachelor’s degree in business, marketing, communications, or statistics required. Equivalent years of experience may be considered in lieu of degree. 7 years of relevant experience in a professional, client-focused capacity, preferably in the architecture, engineering and construction industry. Strong communication and presentation skills with the ability to communicate at the right level for the intended audience.   Qualifications Preferred: Previous involvement with corporate strategic initiatives or projects is preferred. Understanding of client experience concepts, drivers and trends. Proficient in the use of the Microsoft Office Suite.