1+ months

Director, Client Experience- Voice of Client

Parsippany, NJ 07054

ADP is hiring a Director, Client Experience (Voice of Client). The Client Experience and Innovation team are 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, Relationship Management Program and Client Programs (such as Client User Groups and Client Advisory Council). 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 Director, of Client Experience, is responsible for monitoring metrics for trends and establishing and executing initiatives to support an enhanced client experience or other BPI initiatives. Leads the strategy regarding the NPS lifecycle and the closed-loop process and is responsible for assessing client insight through supporting analytics and initiating and executing initiatives to support the client experience roadmap.

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.


  • Oversees the execution of the NPS survey lifecycle which includes survey calendar and survey governance, as well as survey analytics which includes predictive modeling, client profiling, and the development of reporting portals and dashboards. Oversees the creation and execution of the closed-loop program to ensure client feedback is acted upon to drive business process innovation, and improvements and addressed timely with updates to both clients and associates. 
  • Assures that the voice of the client is represented in decision-making at all levels of the organization. Leverages client economics and segmentation to prioritize and focus on projects that positively impact client loyalty which will be a significant contributor to organic growth. Map clients' end-to-end client experience including the customer journey across market segments and distribution systems (sales channels).
  • Drives quarterly client reviews and client advisory boards to identify key trends and execute initiatives that enhance the client experience.
  • Utilizes client advisory board intel, conducts Industry studies and establishes knowledge regarding best-in-class practices to recommend, create and implement strategies including but not limited to the use of support channels including chat, email, and phone to improve client experience
  • Design and deliver reporting to key functional groups and executives for identification and execution of required changes including the initiation of BPI initiatives 
  • Develop key metrics and performance indicators for client retention and experience working with Retention leaders and CAEs/HCM partners in the Regions. Use business analytics and intelligence to provide proactive insight to all relevant stakeholders to create and drive change to improve the client experience and client loyalty
  • Identify improvements across the dimensions of people, process & technology to improve the customer experience and partner with BES to execute
  • Performs other related duties as assigned


  • Bachelor's Degree 
  • CSPA certification is strongly preferred
  • Minimum of 6-8 years of experience in customer/client-centric or customer/client advocacy roles.


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

  • Experience with Net Promoter® desired; certification a plus
  • Strong quantitative, analytical, benchmarking, and statistical skills 
  • Six Sigma Black Belt certification is a plus
  • Cross-Functional Collaboration
  • Relationship Management
  • Excellent Communication Skills - verbal & written
  • Analytical skills





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 ADPs culture and our full set of values.



  • Other
Posted: 2022-04-13 Expires: 2022-06-19

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Director, Client Experience- Voice of Client

Parsippany, NJ 07054

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast