#LI-OD1 #LI-Hybrid Essential Functions and Primary Duties • Own the enterprise client listening strategy and roadmap, including relationship surveys, transactional surveys, onboarding and implementation feedback, case-closed surveys, lost-client exit interviews, top-client interviews, and other targeted research. • Lead end-to-end survey operations, including audience and sampling strategy, instrument design, contact-data readiness, launch coordination, confidentiality protocols, response-rate improvement, reporting, and stakeholder communication. • Establish a closed-loop feedback process with clear standards for timely follow-up, issue escalation, service recovery, ownership, and documentation of actions taken. • Create dashboards, scorecards, and executive reporting that segment insights by service line, geography, client size, relationship stage, and other meaningful dimensions; identify statistically credible trends and areas of risk. • Partner with business leaders to convert findings into retention plans, service enhancements, pilots, training, and measurable action plans, and monitor progress against commitments. • Define and monitor client experience measures such as satisfaction, advocacy or NPS, retention, response rates, complaint themes, follow-up timeliness, and action-plan completion. • Connect client feedback to growth opportunities, including cross-service interest, client expansion, referral potential, and coordinated handoffs to relationship owners and subject matter experts. • Partner with CRM and Revenue Operations teams to integrate client-feedback data, tasks, campaign membership, ownership, and follow-up activity in Salesforce or other designated systems. • Support client journey mapping and process improvement across onboarding, implementation, renewals, ongoing service, communications, client portals, and key moments that matter. • Develop toolkits, playbooks, communications, and training that strengthen client-listening and service-recovery capabilities across leaders and client-facing teams. • Benchmark client experience practices, survey methods, and service standards against insurance, benefits, retirement, human capital advisory, and broader professional-services peers. • Manage third-party research and survey partners as applicable, including scope, timelines, data quality, deliverables, and budget. Preferred Qualifications • Bachelor’s degree in business, marketing, analytics, organizational research, communications, or a related field, or equivalent practical experience. • At least five years of progressive experience in client experience, voice-of-the-customer, customer insights, market research, client service, or a related discipline; experience in benefits, insurance, financial services, or professional services is preferred. • Demonstrated experience designing and managing survey or feedback programs and translating quantitative and qualitative findings into business action. • Experience presenting insights and recommendations to senior leaders and influencing cross-functional stakeholders without direct authority. • Working knowledge of survey design, sampling, response-rate management, data privacy, qualitative interviewing, and basic statistical interpretation. • Experience with CRM and survey platforms such as Salesforce and Qualtrics, Medallia, or comparable tools; strong Microsoft Excel and PowerPoint skills. Core Capabilities • Client-centered judgment and strong business acumen, with an understanding of retention, relationship management, and service delivery. • Analytical rigor and the ability to distinguish meaningful signals from isolated feedback. • Excellent written, verbal, presentation, facilitation, and coaching skills. • Program and project management discipline, including governance, prioritization, and follow-through across multiple service lines. • Ability to build trusted relationships across decentralized teams and operate effectively in a changing, growth-oriented environment. • Comfort working independently while collaborating closely with Marketing, Operations, Revenue Operations, Business Development, Technology, and service-line leadership. What Success Looks Like • A consistent, enterprise-wide client listening calendar with clear ownership, governance, and reporting. • Improved survey participation and contact-data quality, supported by disciplined outreach and sampling practices. • Timely, documented follow-up on client feedback, with clear escalation and service-recovery pathways. • Business-unit action plans tied to retention risks, service gaps, and growth opportunities, with progress reported to leadership. • Client insight data incorporated into Salesforce and operating reviews so relationship owners can act on feedback. Minimum Qualifications • Bachelor's degree • 7 years experience in public accounting or related field • 5 years supervisory • Must have and preserve required licenses • Ability to manage deadlines, work on multiple assignments and prioritize each assignment as necessary • Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally • Proficient use of applicable technology • Must be able to travel based on business needs