Join EY and build a career that's as unique as you are, leveraging global scale, inclusive culture, and technology to become your best self. Your distinct voice and perspective are crucial in helping EY create a better working world for everyone. This role focuses on embedding robust client feedback to drive actionable insights across the client lifecycle, enhancing their experience.

Cultivate strong relationships with leadership and collaborate with account teams to integrate client experience into account management. Empower client-serving teams with a continuous improvement mindset and the skills for effective CXM and WLR processes. Deliver 'voice of the client' insights to leadership, supporting go-to-market strategies, mitigating client loss risks, and maximizing revenue growth.

Deliver exceptional client service through rigorous quality management and operational excellence. Manage workload effectively, prioritizing tasks with minimal supervision. Become a subject matter expert for the CX program and its associated tools and systems.

Develop strong relationships with regional business teams to integrate client feedback mechanisms. Drive an increase in both the volume and quality of feedback across the account portfolio. Monitor client feedback trends and insights, sharing best practices with CX leadership.

Provide regular 'voice of the client' reporting to inform strategic decisions, reduce client attrition, and identify revenue opportunities. Champion innovation, automation, and process streamlining, focusing on efficiency improvements aligned with regional needs. Ensure adherence to all KPIs, SLAs, and regional priorities.

A university or Master's degree is required, alongside approximately 8+ years of experience in customer experience, program management, consulting, or marketing. Proven ability to manage complex client relationships and prior experience within a large global organization are essential.

Demonstrated success in building senior-level internal and external relationships, with a strong track record in business development and client interactions. Establish procedures to monitor client relationship progress and proactively address satisfaction concerns. Prioritize stakeholders and their needs, building and sustaining productive relationships that lead to quality service delivery and client satisfaction.

Possess the ability to identify and resolve complex issues with innovative solutions. Excellent project management, interpersonal, and team-building skills are vital. Exhibit strong executive presence, effective written and verbal communication, and the capability to deliver constructive criticism and coaching. Coordinate multiple complex initiatives simultaneously. Strong logical and analytical thinking skills are necessary for understanding and profiling data.