Head of Client Insights

**Job no**: 495190

**Work type**: Permanent - Full time

**Location**: Brisbane, Melbourne, Sydney, Perth

**Categories**: Corporate Services

**About Allens**

As a leading law firm with a respected and established brand, our Corporate Services teams have the opportunity to work at the cutting edge of technology, workplace culture, process improvement, business strategy and growth.

With Allens, you'll have the opportunity to identify and set new standards of excellence for the profession and play a vital role in delivering services to our clients that are responsive, innovative and focused on their needs. You'll be empowered to find operational efficiencies and drive changes that make a real impact on our clients, people and communities. With a heritage spanning 200 years, shaping the future is in our DNA and our alliance with Linklaters connects our clients and teams with an international network of legal leaders that spans 37 offices in 23 countries.

We value personal growth and career progression equally. Through our in-depth career coaching, focus on innovation, and international secondment program, we aim to create future leaders in the legal industry.

**Your role**

The best lawyers need the best business partners. At Allens, our business teams are also specialists in their field, using their unique knowledge and expertise to solve critical client and business challenges.

You'll be a part of our Marketing and Client Services team. As Head of Client Insights you will design and lead the strategy, planning, execution and evolution of the firm's client insights program to ensure the firm’s client needs are understood and served. This role encompasses delivering and analysing client research, and synthesising insights for senior executive audiences and will be central to ensuring the voice of the client is embedded in all parts of firm strategy.

As Head of Client Insights you will:

- Manage the execution of the firm's client insights program, including the delivery of direct client feedback, as well as analysis of independent third party sources of client data.
- Collaborate with senior leaders to distil insights for actions to improve the client experience and drive change off the back of the research findings.
- Shape the evolution of the firm's CX program.
- Support leaders to drive client centric behaviours across the business through analysis and understanding of the client voice and through storytelling and evidence-based data.
- Develop and deliver strategic insights, synthesising data from a range of sources, for senior audiences.

This is a permanent, full-time opportunity however flexibility matters at Allens, so if you are seeking hybrid working or are looking for flexibility in your work, we would be happy to discuss what arrangements would work best for you.

**About you**

You will have:

- Previous experience running a client feedback program (ideally within a professional services environment), along with experience leading or delivering client experience programs.
- Experience in seeking client insights and utilising these to help an organisation anticipate market changes and shifts in client sentiment and expectation.
- Proven capability in a lead role developing strategy to guide an organisation.
- An ability to understand business objectives and align client insights.
- Problem-solving and analytical skills.
- A confident demeanour, able to interact with and influence senior Executives and leaders.
- A desire to learn, grow, network, mentor others.

**Your development**

In joining Allens, you will receive unparalleled learning and development opportunities. You will be challenged, supported and guided as you learn and develop, and will be encouraged to grow. We foster greatness, and will coach and support you to meet your goals and aspirations.

Our unique Career Deal allows you to take control of your career and provides a transparent approach to career development. Our international alliance with Linklaters means we are able to support secondments all over the world.

**Our perks**

Our benefits include:

- **Financial**: market competitive fixed remuneration; salary continuance insurance, employee recruitment referral program, discounts at hundreds of suppliers including retail outlets, health and travel insurance, charity matched funding program.
- **Health and wellbeing**: fully subsidised gym memberships, annual flu vaccinations, skin checks, in-house snacks and catered meals, subsidised sporting and social activities, emergency childcare, Employee Assistance Program including confidential counselling, wellbeing coaching and financial coaching for employees and their families and regular wellbeing sessions with our in-house consulting Psychologist.
- **Flexibility**: hybrid and flexible working arrangements to support you in your work and life commitments and passions, equipment to support working from home.
- **Leave**: ability to purchase additional annual leave, acc