Client Experience Manager
2 weeks ago
Client Experience Manager
Slater + Gordon Lawyers are a leading personal injury and class actions law firm where every member of our team has a shared passion for our clients: we are people caring for people.
Our commitment to our people includes offering genuine work-life balance, with a hybrid work environment allowing them to split their time between home and the office. We recognise and reward high performance and have outstanding employee benefits including an extra week of annual leave, 18 weeks paid parental leave, extra-long service leave together with various ongoing learning and professional development opportunities.
- For EA based roles:_ _Covered by our Enterprise Agreement, this position will also enjoy access to additional paid service leave, a confirmed 1 July salary increase, an annual wellness reimbursement, career development opportunities, and much more.
Acknowledgement of Country
S+G acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all First Nations peoples today.
**Diversity + Inclusion**
**Client Experience Manager**
When you think about innovation you probably don’t think about Slater and Gordon Lawyers but you should. Slater & Gordon Lawyers has been a leading social justice law firm for over 85 years and this longevity has been achieved through constant evolution. This is still true today as we continue to challenge ourselves to be at the forefront of legal innovation that delivers exceptional care to our clients.
What are we looking for?
This key role reports to the Head of Client Intake and Care and will lead the co-design of client experience initiatives in support of our strategy. Key features of the role include:
- Bringing diverse stakeholders together to design future state client/service experiences (using HCSD toolkit, customer journey maps, blueprints and experience designs).
- Demonstrating the value of systemic design thinking to engage and grow design thinking throughout the business.
- Ownership of our Client Experience Charter and supporting implementation and analysis
- Expertly planning, designing and facilitating remote and in-person workshops, synthesising and communicating outputs.
- Designing and running experiments that help to test hypothesis and build the case for change.
- Assessing and anticipating changing client needs and make suggestions for improvements Supporting our legal teams to implement and embed the changes.
- Finding engaging ways to help support the development and the articulation of our client vision, strategy and delivery plans across the organisation.
What will you bring?
- A deep curiosity, with demonstrable experience of using systemic design thinking to develop products, services and experiences.
- You understand the interplay between CX and EX and know how to enable employees to deliver exceptional care (service in other industries).
- You’re a systems thinker who is logical and methodical with an enterprise mindset, using HCSD and other tools pragmatically.
- A convincing communicator with strong influencing capabilities
- You are creative and find engaging ways to drive/coach client thinking within the organisation.
- You thrive in an entrepreneurial environment that embraces ambiguity and experimenting with ideas, as you’ll have the freedom to explore and design related improvements.
- You’re client focused and commercially savvy.
- You have high attention to detail but understand that ‘near enough is good enough’.
- We run lean and enjoy a flat structure and so you’ll need to be comfortable switching between strategic planning and ‘getting on the tools and getting stuff done’.
- You’re used to leading projects and understand how to support, co-design implementation plans that embed and sustain client changes.
**Your experience**:
- 3+ years’ experience of working with Human Centred Service Design environments.
- Leading customer improvement projects, including project and change management activities.
- Demonstrable experience of developing/ using design artefacts; personas, blueprints, journey maps and prototypes.
- Designing and conducting experiments, gathering feedback and insights to inform recommendations.
- Collaborating with diverse groups to design and implement new ways of working.
- Visualising and presenting concepts to Executive leaders (Illustrator, Figma, Miro )
- Demonstrable track record of delivering client /business benefits.
**Other experience that we’d value**:
- Lean Startup experimentation
- Business change management
What next?
-
Client Experience Coordinator
Found in: Talent AU C2 - 2 weeks ago
Melbourne, Australia KordaMentha Full timeKordaMentha is an advisory and investment firm helping clients to grow, protect and recover value. With an expansive team of 450 specialists across the Asia-Pacific region, our diversity is our strength. The Office support team is a group of professional individuals with experience in Executive support, office support and reception. We work in a...
-
Client Experience Coordinator
Found in: Talent AU C2 - 2 days ago
Melbourne, Australia KordaMentha Full timeKordaMentha is an advisory and investment firm helping clients to grow, protect and recover value. With an expansive team of 450 specialists across the Asia-Pacific region, our diversity is our strength. The Office Support team is a group of professional individuals with experience in executive support, office support and reception. We work in a...
-
Polar Client Experience Advisor
4 days ago
Melbourne, Australia Quark Expeditions Full timeWe carry the spirit of the great explorers, we Go Bold, we Go Together and Go for New. Polar travel is Quark Expeditions, and all of us at Quark Expeditions are committed to creating and delivering life-changing experiences for our clients. We draw on our unparalleled polar expertise to profoundly transform people’s sense of themselves — and of the world...
-
Client Manager
2 days ago
Melbourne, Australia Aon Corporation Full timePosting Description: - Senior client relationship management role in insurance broking within a leading global professional services firm - Service a substantial and varied client portfolio - Highly successful and collaborative team with proven record of success **Client Manager, Global & Corporate** A core Client Segment within Aon Risk Solutions,...
-
Client Manager
2 days ago
Melbourne, Australia Aon Full time**Job Description**: - Senior client relationship management role in insurance broking within a leading global professional services firm - Service a substantial and varied client portfolio - Highly successful and collaborative team with proven record of success **Client Manager, Global & Corporate** A core Client Segment within Aon Risk Solutions,...
-
Client Manager
7 hours ago
Melbourne, Australia Aon Corporation Full timePosting Description: - Senior client relationship management role in insurance broking within a leading global professional services firm - Service a substantial and varied client portfolio - Highly successful and collaborative team with proven record of success **Client Manager, Global & Corporate** A core Client Segment within Aon Risk Solutions,...
-
Client Manager
1 week ago
Melbourne, Australia Aon Corporation Full timePosting Description: - Hybrid/flexible working arrangement - Grow and retain a large, specialised portfolio - You will be joining a high performing team with excellent growth opportunities **Client Manager | Melbourne** Due to continuous growth, we are seeking a Client Manager to join our team which specialises in the delivery of best-in-class risk...
-
Client Experience Associate
Found in: Talent AU C2 - 2 weeks ago
Melbourne, Australia AU | FNZ (Australia) Pty Limited Full timeAs a Client Experience Associate at FNZ you will plays a pivotal role as the primary point of contact for our valued clients, primarily comprising of investors and advisers. You will be responsible for a wide range of client interactions, encompassing both inbound and outbound phone calls, as well as written communication related to our diverse range of...
-
Client Experience Associate
Found in: Talent AU C2 - 2 weeks ago
Melbourne, Australia FNZ Group Full timeAs a Client Experience Associate at FNZ you will plays a pivotal role as the primary point of contact for our valued clients, primarily comprising of investors and advisers. You will be responsible for a wide range of client interactions, encompassing both inbound and outbound phone calls, as well as written communication related to our diverse range of...
-
Client Manager, Anz
4 days ago
Melbourne, Australia Carter Murray Full timeLocation Melbourne, Victoria - Contract Type Permanent - Posted Posted 3 hours ago - Salary AUD75000 - AUD100000 per annum + Base + super + Comms. - Expiry Date 2023-03-08 A fast-growing media intelligence platform is seeking a** Client Manager, ANZ** to join their team in **Melbourne**. The Client Manager will take ownership of a part of the existing and...
-
Client Manager, Mining
2 weeks ago
Melbourne, Australia Aon Corporation Full timePosting Description: - Senior client relationship management role in insurance broking within a leading global professional services firm - Service a substantial and varied client portfolio - Highly successful and collaborative team with proven record of success This is an exceptional opportunity to join a global leader, leveraging the strong brand to...
-
Client Enablement Manager
21 hours ago
Melbourne, Australia Link Group Full time**Why Link Group** Link Group is a global business connecting millions of people with their assets - safely, securely, and responsibly. We have 7000 employees across 4 continents and continue to grow every day. Retirement and Superannuation Solutions is the largest business under Link Group and we are the leading administrator for super funds in Australia....
-
Junior Client Manager
21 hours ago
Melbourne, Australia Caleb and Brown Pty Ltd Full timeCaleb & Brown is a leading digital currency exchange that provides personal cryptocurrency brokerage services to over 24,000 clients in more than 100 countries. We offer a highly personalised service where clients work directly with a broker who provides guidance and support on a wide range of cryptocurrency assets. We offer a unique, premium service,...
-
Workplace Experience Manager
7 days ago
Melbourne, Australia AccorHotels Full timeAccor is a world leader in the hotel industry, present in 110 countries, with more than 5,000 hotels and 10,000 restaurants and bars. The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows...
-
Private Client Advisor
Found in: Talent AU C2 - 2 weeks ago
Melbourne, Australia Tiffany & Co Full timeAbout Tiffany & Co. Since 1837, the masterpieces of Tiffany & Co. have defined style and celebrated the world’s great love stories. From our products to our people, we have a long and proud tradition of ensuring we have the highest standards of quality. These standards have made Tiffany & Co. one of the world’s most recognizable luxury brands with close...
-
Client Service Manager
4 days ago
Melbourne, Australia Cirka Full time**Clear the way for your new role in Client Management & Service Delivery!**: We are Cirka, a rapidly growing Australian business. Over the last 35 years we have developed into a multi-faceted business partner, delivering quality cleaning and facility services at international sporting events, iconic entertainment venues, premium commercial properties and...
-
Manager, Employee Experience
21 hours ago
Melbourne, Australia RMIT University Full timeOverview: - Part-time or Full-time, 2 year Fixed Term position - Salary Level HEW 8 + 17% Superannuation and Flexible Working Arrangements available - Based at the Melbourne CBD campus, and hybrid ways of working About the position The Manager, Employee Experience will lead a two-year project across RMIT to optimise the employee experience - attraction,...
-
Client Relationship Manager
2 weeks ago
Port Melbourne, Australia Assetlink Full time**Introduction**: About ASSETLINK Established in 1993, Assetlink is an Australian owned facilities services provider with over 3000 people serving over 1200 customers in Australia and New Zealand. Specialising in the provision of standalone cleaning and security services or a tailored integrated solution. Assetlink support businesses to manage their assets...
-
Custody Client Services Manager
7 hours ago
Melbourne, Australia Anton Murray Consulting Full timeMelbourne- Asset Management- PermanentThis position is a good quality, client facing role that will be liaising closely with external asset management clients of the business. Client Services Managers are part of the distribution function of the business, and as such liaise closely with the internal Relationship Managers and Sales team. The Sales and...
-
Asset Manager
7 hours ago
Melbourne, Australia Anton Murray Consulting Full timeMelbourne- Asset Management- Contract or Temporary**Position Purpose** The purpose of this maternity cover contract position is to support the Institutional and Wholesale Distribution business in Australia / New Zealand from a client service and support perspective. Unit Registry operations or oversight experience is required. **Key Responsibilities** -...
