Enhancing Client Satisfaction Professional

6 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $90,000 - $120,000
Client Experience Expert

Slater and Gordon Lawyers are a leading personal injury and class actions law firm with a passion for delivering outstanding client experiences.

We offer genuine work-life balance, with a hybrid work environment allowing employees to split their time between home and the office. We recognize and reward high performance and have excellent employee benefits including shutdown leave, paid parental leave, extra-long service leave, together with various ongoing learning and professional development opportunities.

Job Description:

As a Client Experience Analyst, you will play a critical role in supporting the Client Experience Lead with analyzing client feedback, identifying pain points, and working cross-functionally to improve the overall client experience.

Our insights will directly impact how we improve the service we provide to our clients. Your responsibilities will include:

  • Supporting client-centric initiatives to improve service delivery, satisfaction, and client retention
  • Understanding of Voice of Client program including client satisfaction drivers and pain points across the client journey
  • Analysis of our end-to-end client journey to drive improvements in service delivery for our clients
  • Supporting the implementation of programs to uplift pain points and current processes across all client touchpoints
  • Supporting research and insights program, including interviews, journey mapping, surveys, and usability testing to generate actionable insights
  • Contributing to strategic initiatives aimed at improving satisfaction, retention, and advocacy
  • Collaborating with cross-functional teams to educate and promote a shared understanding of client centricity by using data and client insights.
Required Skills and Qualifications:

To be successful in this role, you will bring:

  • A passion for delivering outstanding client experiences and a deep empathy for the client experience
  • Experience in client experience, business analytics, or a related field
  • Strong analytical and problem-solving skills
  • Excellent communication and storytelling abilities
  • Experience with customer feedback platforms
  • Ability to map, design, and improve end-to-end service experiences across channels, systems, and touchpoints.
Benefits:

At Slater and Gordon Lawyers, we offer a range of benefits that support your well-being and career development, including:

  • Flexible work arrangements
  • Professional development opportunities
  • Employee recognition and rewards
  • Access to expert training and resources
Other Opportunities:

We value diversity and inclusion and strive to create an inclusive workplace culture where everyone feels valued and respected. If you require reasonable adjustments throughout the recruitment process, please let us know in your application.

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