Client Service Delivery Consultant

The Client Service Delivery function is dedicated to providing a white glove experience for the organisation's top 30 clients, as well as clients requiring short term, or at times longer term, high levels of personalised support. This involves developing and maintaining deep, personalised relationships with each client, understanding their unique needs, preferences, and business objectives. By tailoring services to meet these specific requirements, the team ensures that clients receive a highly customised and exceptional level of service.

The Client Service Delivery Consultant is entrusted with the oversight and management of ongoing service delivery to clients, ensuring exceptional client satisfaction and operational excellence. This role is critical to the organisation’s success, as it directly impacts client retention, satisfaction and overall business growth. Demonstrating extensive experience in client service delivery, the Client Service Delivery Consultant will excel at providing exceptional client experiences to complement our market-leading products. Additionally, the Client Service Delivery Consultant will focus on helping clients extract maximum value from our products and services, whilst fostering an environment that makes it easy and enjoyable for clients to work with us.

**Key Responsibilities**
- Ensure that key clients contracted to the Experian product suite receive a premium level of service tailored to their specific needs and business objectives.
- Build and nurture deep, long-lasting relationships with key clients to understand their unique requirements and deliver solutions that exceed their expectations.
- Manage client requests and escalations in a timely and efficient way to restore the client back to business as usual (BAU).
- Offer clients valuable insights and recommendations that help them achieve their objectives, positioning yourself as a trusted advisor.
- Offer comprehensive education, training, and support to clients in navigating the product itself, ensuring they can effectively access the information and tools they need.
- Analyse client feedback from various sources of data to gauge client satisfaction and loyalty, identifying and actioning areas for improvement and implement strategies to enhance the client experience and operational effectiveness.
- Continuously seek ways to innovate and enhance the service delivery process to better meet client needs.
- Work closely with Product Owners, Technology, Go-To-Market (GTM) and other teams as required to address and resolve any client-related requests and issues in a timely manner.
- Promote a client-centric culture within the team, emphasising the importance of client satisfaction and loyalty.

About Experian

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

Experience and Skills

**What you’ll need to bring to the role**

To excel as the Client Services Delivery Consultant your key focus areas will include:

- ** Client Relationship Management**: Building strong relationships with key clients by regularly checking in, understanding their evolving needs, and providing tailored solutions that exceed their expectations.
- ** Service Delivery Excellence**: Ensuring that all service interactions are handled with the highest standards of professionalism and efficiency, such as resolving client issues within agreed timelines and exceeding SLA targets.
- ** Operational Management**: Overseeing the accuracy and timeliness of SLA reports and continuously seeking ways to improve service delivery processes to enhance efficiency and quality.
- ** Client Feedback Analysis**: Collecting and analysing feedback from client surveys and feedback sessions to identify areas for improvement and implementing strategies to enhance the client experience.
- ** Exceptional Communication and Collaboration**: Effectively communicating with clients and internal teams to ensure everyone is aligned and working towards common goals, such as coordinating with the Product & GTM team to address client feedback.
- ** Continuous Improvement**: Regularly reviewing and updating training materials and service delivery processes based on client feedback and industry trends to ensure the delivery of cutting-edge services.
- ** Training & Support Expertise**: Providing clients with support to help them navigate the products, ensuring they can effectively use the tools available to them.
- ** Proactive Problem Solving**: