Client Experience Coordinator

The purpose of the Client Experience Coordinator is to support the delivery and continuous improvement of WSP’s client experience outcomes across Australia. The role assists in embedding client-centric practices by maintain feedback tools and system, coordinating feedback insights, engagement initiatives, supporting the activation of Client Experience Plans and support communications plans.

Working closely with the Clients & Growth team, this role ensures a consistent, data-driven approach to understanding and enhancing client experience.

Responsibilities

Job Specific:

• Support the collection, analysis and reporting of client feedback through the Global Client Feedback Tool 
• Become a champion for the Global Client Feedback Tool, providing support and promoting best practice to the team and more broadly driving adoption across the business 
• Track performance against client feedback targets and KPIs 
• Provide actionable insights and trends to Business Groups (BGs) and Account Leads 
• Assist in the rollout and ongoing activation of Client Experience Plans
• Coordinate status updates and follow-up actions from client feedback to ensure continuous improvement
• Coordinate Client Experience or Engagement activities, including: 
  • Scheduling and logistics
  • Collating materials and insights
  • Tracking actions and outcomes
  • Support preparation of sprint outputs and summary reports
• Develop and coordinate client case studies that showcase strong client outcomes and best practices 
• Work with technical teams to capture feedback success stories 
• Support the development of internal client experience content including best practices, guidance materials, and knowledge-sharing initiatives across the business.
• Maintain client feedback tickets within the Global Client Feedback tool 
• Monitor ticket progress and follow up with relevant stakeholders to drive closure
• Maintain a communications calendar on Client Experience and Global Client Program
• Comply with relevant policies, procedures, and processes related to Clients & Growth functions.
• Understand the WSP processes, particularly related to client feedback and the Global Client Program, as described in the Integrated Management System (IMS) and intranet.
• Proactively identify projects due for Client Feedback across key clients to maximise feedback participation
• Increase Client Feedback response rate, improving quality, quantity and coverage of client insights across the business 

Wellbeing:

• Foster a strong Health, Safety and Environmental (HSE) culture in the office and comply with all role-specific safety, health, environment and quality obligations.
• Reinforce expectations for behaviour and workplace policies and practices.

Qualifications

• Degree in business, marketing, communications, or equivalent experience (minimum)
• 5 years of relevant experience within a professional services or corporate environment
• Experience in a client experience, customer success, marketing, business development or coordination role in a professional services environment (B2B experience is desirable)
• Excellent communication skills in English to be able to draft content
• Strong analytical and reporting capability (Excel / Power BI advantageous) 
• Excellent stakeholder management and communication skills 
• High attention to detail and ability to manage multiple priorities 
• Experience working with CRM, client feedback systems or working with large datasets and performing data analysis, particularly in environments with high-volume data (desirable) 
• Proactive approach with a continuous improvement mindset
• Experience working with internationally based internal clients (desired but not essential)
• Ability to learn and subsequently train others in WSP systems and processes
• Experienced to an advanced level in the Microsoft Suite including Outlook, Word, PowerPoint, Teams, SharePoint, OneDrive and Excel.