Client Experience Analyst

1 week ago

Melbourne, Australia Slater and Gordon Full time

Client Experience Analyst

Slater and 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 a week of shutdown leave, paid parental leave, extra-long service leave, together with various ongoing learning and professional development opportunities.

**What are we looking for?**

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

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

- Support 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
- Support the implementation of programs to uplift pain points and current processes across all client touchpoints
- Support research and insights program, including interviews, journey mapping, surveys, and usability testing to generate actionable insights
- Contribute to strategic initiatives aimed at improving satisfaction, retention, and advocacy
- Collaborate with cross-functional teams to educate and promote a shared understanding of client centricity by using data and client insights.

**What will you bring?**

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.

**What next?**

**_ Acknowledgement of Country _**Slater and Gordon 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.

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