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