Head of Client Experience at Marsh & McLennan Companies

Posted in Other 14 days ago.

Location: New York, New York





Job Description:

Mercer has an exciting opportunity for Head of Client Experience.




What can you expect?



As the Head of Client Experience reporting into Mercer's Chief Commercial Officer and Chief Digital Officer, you will be responsible for driving and continuously improve Mercer's Client Experience (CX) ensuring consistency across all channels. This role will be focused on digital enablement for the first year while also creating and driving the whole CX at Mercer through engaging with relevant expertise and specialist partners.



What's in it for you?



  • Work with the global leader in health and benefits and human resources consulting; you will work with some of the brightest thinkers in the industry


  • The opportunity to contribute intellectual capital and leadership as part of a global organization developing solutions for today and tomorrow's toughest challenges


  • Work with collaborative successful colleagues who truly care about the work and each other while maintaining work life balance


  • A company with a strong brand and strong results to match





We will rely on you to:




Client / Sales Performance



  • Create, manage and execute Mercer's client experience strategy bringing agility to the CX strategy and reaffirming Mercer's brand and purpose.


  • Increase client satisfaction, upsell/cross-sell and retention


  • Enable the voice of the client as we meld our client experience with our evolving digital world


  • Provide strategic thinking and foresight, able to foresee market changes, dynamism in client expectations and strategize to guide Mercer to live up to those expectations in the fast-evolving digital world


  • Identify optimal and personalized CX journey; journey mapping high valued experiences with positive economic benefits


  • Unify the experience each client has across our product-/solution portfolios, channels, delivery models, jurisdictions, languages and modalities.


  • Connect Mercer's strategy, growth and big ideas to the mission and vision of Mercer's client's experience


  • Provide consistency across channels while also providing and prompting a level of personalization to fit the client's needs


  • Develop a client-centered design process to rapidly collect client feedback, test and iterate designs for new products and solutions





Process and Quality Leadership



  • Own Mercer.com as a leading CX channel


  • Program Lead strategic programs led by Chief Commercial Officer and Chief Digital Officer, including our 2021 CX Program and influence client experience across our CapEx solutions


  • For each new digital product, from concept through to delivery, collaborate with product managers, designers, UI/UX leaders to represent the buyers' experience and buyer appetite to ensure commerciality and ROI.





Stakeholder Management & Contribution



  • Partner with Marketing, Regions, Digital and Global Business Solutions to ensure consistency across products.


  • Partner with Marketing to improve client awareness of Mercer's multi-domain breadth and brand value


  • Partner with Digital and Marketing to establish design patterns and style guides, best practices and standards as our products grow.


  • Partner with the Head of Commercial Intelligence to:


    • Establish the voice of the client through experience research


    • Unite data to create a strong understanding of what each client needs under various contextual situations


    • Integrate CX research and user testing into existing surveys (e.g. CES, NPS), interviews (e.g. CEMs), customer advisory groups, test strategies and scenarios







What you need to have:



  • Passion for making the lives of Mercer's customers easy


  • Demonstrable success in leading B2B companies through similar client experience transformations


  • Minimum 5 - 10 years of relevant CX work experience and a strong portfolio of work that shows your research and visual design skills


  • Extensive experience in client research, leading cross product and organization experiences, evaluating user feedback and UX best practices to design solutions with empathy


  • Experience in Agile/Scrum development process. Familiar with business-hypothesis-driven experimentation approach and data-driven validation


  • Effective communication and integration within client organisations and internal practices as well as demonstrating examples of initiating thought leadership that drives commercial discussions around innovation projects and improve practice performance Experience in Design Thinking and Design Sprint methods to understand personas and client journeys


  • Minimum Bachelor's degree in business, industrial psychology or computer sciences preferred





What makes you stand out



  • Significant business experience working with multinational clients and across countries


  • Proven change management skills


  • Strategic thinking and ability to understand current (and anticipate future) challenges and generate solutions


  • Excellent communication, presentation, and interpersonal skills. Able to sell your solutions to various stakeholders.


  • Breadth of knowledge in the CX field




Mercerbelieves in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business ofMarsh McLennan(NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses includingMarsh,Guy CarpenterandOliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visithttps://www.mercer.com/. Follow Mercer on Twitter@Mercer.


Marsh McLennan and its Affiliates are EOEMinority/Female/Disability/Vet/SexualOrientation/Gender Identity employers
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