Global Client Experience Program Manager

4 weeks ago

Tampa, United States Arcadis Full time

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 36, people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the worlds most complex challenges and deliver more impact together.

Role description:

Client-centricity is at the heart of everything we do at Arcadis, and the Global CX Program is the key driver to delivering industry-leading client experience and fostering a client-centric culture across our organization. As the Global Client Experience Program Manager, you are responsible for leading the Global CX program. You will evolve, coordinate, and implement the program as needed to address and align to the latest client needs, industry trends, and Arcadis strategic direction. You will work with key stakeholders across the organization to bring in the voice of the client, to coordinate a strategic data-driven improvement plan across our organization, and to elevate the importance of CX internally and externally.

This is a global scope/location, the position can be filled in any location where Arcadis has a legal entity. 

The Global Client Experience Program Manager reports to the Global Client Experience Director.

Role accountabilities:

Creating and leading the Arcadis client experience program to deliver industry-leading client experience and foster a client-centric culture. More specifically the tasks and responsibilities will include, 

CX Program

Lead the development and implementation of the data-driven Global CX program, identifying and scaling best practices, and ensuring alignment with the Arcadis strategy and vision.  Leverage the data insights from our Voice of the Client program (CX survey) and other sources to prioritize and drive improvements for our clients across the business, and to foster a client-centric culture within Arcadis. Collaborate & activate key stakeholders including the Key Client Program, (G)BA Sales Directors on CX program initiatives like CX survey, improvement plan and engagement initiatives.  Inform the Growth Education team on capability requirements based on client insights Leads development of the Global CX program and drives implementation of initiatives across the organization.  Monitor and measure the impact and outcomes of the CX program and initiatives, and report on the progress and achievements.

Voice of the Client Program

Lead the VoC program, applying strategic & innovative approaches to getting client feedback across the client journey to support our business strategy Evolve VoC program according to business needs, and by bringing in CX best practices  Leads on standardization and optimization of the VoC processes, including implementation of VoC-supporting technology Global CX Survey: Lead current global CX survey process, from both a tactical and strategic perspective. Manage the relationship with key stakeholders across the business and the external survey partner, and ensure the successful roll-out of the survey across all steps, from design to deployment to analysis. Evolve the questionnaire with key stakeholders in line with the strategy, best CX practices, client needs, and market developments. Ensure timely and accurate reporting and analysis of the survey results, providing actionable insights and recommendations to the stakeholders in the business. Utilize available data streams for cross-analysis, such as CX data, EX data, financial data, etc. to identify trends, patterns, gaps, and opportunities for improvement. Aligns to other survey/feedback needs globally.

Client-Centric Culture

Bring the Arcadis Client Commitments to life across the organization through change management, in alignment with cultural programs led by People function Use storytelling based on data to raise the importance and awareness of CX topics and survey results across the organization.  Ensure continuous and effective communication and engagement with the internal and external stakeholders on CX topics and issues. Lead on related internal communications, supported and coordinated with Global MarComms as needed. Ensures best practices from business are heard continuously CX ingrained in roles in business.

You will work closely with key stakeholders including the Global Client Experience Director, the Commercial Excellence Officer & wider team, the Global Business Development Officer Key Clients, the Global Sales Directors, etc, across the organization to deliver a data-driven and actionable Global CX program within the Arcadis strategy and vision. Working with the Key Client Program, you ensure the participation of all key accounts in the Global CX Survey annually.

Qualifications & Experience:

Our ideal candidate has been in client-facing roles delivering value, and brings extensive experience in developing, implementing, and leading CX programs. They are passionate about client-centricity. They are excellent stakeholder managers, and can realize impactful results through actionable insights.

  • Global External Workforce Program Director

    1 month ago

    Tampa, Florida, United States Pfizer Full time

    ROLE SUMMARYThe Global External Workforce Program Director role is responsible for maintaining a culture of service excellence to clients and the Sourcing & Enterprise Services team through the provision of timely, high quality, value-added internal and external services.This role is responsible for overseeing the development and implementation of a global,...

  • Global External Workforce Program Director

    1 month ago

    Tampa, United States Pfizer Full time

    ROLE SUMMARY The Global External Workforce Program Director role is responsible for maintaining a culture of service excellence to clients and the Sourcing & Enterprise Services team through the provision of timely, high quality, value-added internal and external services. This role is responsible for overseeing the development and implementation of a...

  • Program Support Planner

    1 month ago

    Tampa, United States Global Dimensions Full time

    Job DescriptionJob DescriptionGlobal Dimensions is recruiting for an upcoming opportunity and seeking candidates who will be available upon award.Global Dimensions LLC is seeking a skilled and experienced Program Support Planner to join our team and provide key support to the J5 Directorate, USSOCOM (United States Special Operations Command). This role...

  • Telematics Program Technician

    3 weeks ago

    Tampa, United States Insight Global Full time

    JOB DESCRIPTION:One of Insight Global's clients is searching for a Telematics Program Technician to join their team On-Site on a Full-Time, Permanent basis local to Tampa, FL. This individual will be responsible for the following duties including, but not limited to, the following: Install, troubleshoot, diagnose, & repair/replace third party telematics...

  • Telematics Program Technician

    3 weeks ago

    Tampa, United States Insight Global Full time

    JOB DESCRIPTION: One of Insight Global's clients is searching for a Telematics Program Technician to join their team On-Site on a Full-Time, Permanent basis local to Tampa, FL. This individual will be responsible for the following duties including, but not limited to, the following: Install, troubleshoot, diagnose, & repair/replace third party telematics...

  • Senior Manager Global Labeling Strategy

    1 month ago

    Tampa, United States TSR Consulting Full time

    About TSR: TSR is a relationship-based, customer-focused IT and technical services staffing company. For over 40 years TSR, Inc. and its wholly owned subsidiary, TSR Consulting Services, have prospered in the Information Technology staffing business, earning the respect of companies both large and small with well refined candidate screening, timely...

  • Customer Experience Specialist

    3 weeks ago

    Tampa, Florida, United States Insight Global Full time

    Insight Global is looking for a Customer Experience Specialist in the Tampa, FL area who will be responsible for providing customer service to internal and external customers ensuring that every customer's order is shipped out and complete on time. Responsibilities include running various reports and analysis within SAP, communicating with customers...

  • Senior Manager of Global Tax

    4 weeks ago

    Tampa, United States Taylor White Accounting & Finance Placement Full time

    Our client, a private-equity owned company in the technology services industry, is building on their already outstanding team here in Tampa Bay. They are currently seeking a strong tax leader with expertise in both domestic and international taxation Manager, Global, Senior, Leadership, Accounting, Tax, Management, Staffing

  • Federal Construction Project Manager

    5 days ago

    Tampa, United States Global Go Full time

    Job DescriptionJob DescriptionWe are seeking a Federal Construction Project Manager to join our team to oversee work in Tampa, FL. Looking for someone with 7-20 years of experience including Federal experience. Pay dependent on experience.Responsibilities:Supervise onsite personnel and subcontractorsInterface with project inspectors, contractors, architects,...

  • Client Service Manager

    4 weeks ago

    Tampa, United States Gallagher Full time

    About Us: Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a...

  • Client Service Manager

    1 month ago

    Tampa, United States Gallagher Full time

    About Us: Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a...

  • Client Service Manager

    3 weeks ago

    Tampa, United States Gallagher Full time

    Introduction: Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a...

  • Federal Construction Project Manager

    1 month ago

    Tampa, United States Global Go Full time

    Job DescriptionJob DescriptionWe are seeking a Federal Construction Project Manager to join our team to oversee work in Tampa, FL. Looking for someone with 7-20 years of experience including Federal experience. Pay dependent on experience.Responsibilities:Supervise onsite personnel and subcontractorsInterface with project inspectors, contractors, architects,...

  • Customer Experience Specialist

    3 weeks ago

    Tampa, Florida, United States Insight Global Full time

    Insight Global is looking for a Customer Experience Specialist in the Tampa, FL area who will be responsible for providing customer service to internal and external customers ensuring that every customer's order is shipped out and complete on time. Responsibilities include running various reports and analysis within SAP, communicating with customers...

  • Vice President of Global Supply Chain

    1 month ago

    Tampa, United States DSJ Global Full time

    DSJ Global has partnered with an industrial machinery manufacturing organization within the Tampa Bay area, to locate a VP of Supply Chain. With this opportunity, you'll step into a dynamic role where you'll oversee and manage the complete Supply Chain operations, from planning and purchasing to materials management and inbound logistics. You'll be at the...

  • Global Campaign Plan

    1 month ago

    Tampa, United States Global Dimensions Full time

    Job DescriptionJob DescriptionGlobal Dimensions is recruiting for an upcoming opportunity and seeking candidates who will be available upon award. Global Dimensions LLC is dedicated to providing exceptional support to our nation's defense and security efforts. Global Dimensions is recruiting for an upcoming opportunity and seeking candidates who will be...

  • Global Campaign Plan

    1 month ago

    Tampa, United States Global Dimensions Full time

    Global Dimensions is recruiting for an upcoming opportunity and seeking candidates who will be available upon award. Global Dimensions LLC is dedicated to providing exceptional support to our nation's defense and security efforts. Global Dimensions is recruiting for an upcoming opportunity and seeking candidates who will be available upon award. We are...

  • Global Campaign Plan

    1 month ago

    Tampa, United States Global Dimensions Full time

    Job DescriptionJob DescriptionGlobal Dimensions is recruiting for an upcoming opportunity and seeking candidates who will be available upon award. Global Dimensions LLC is dedicated to providing exceptional support to our nation's defense and security efforts. Global Dimensions is recruiting for an upcoming opportunity and seeking candidates who will be...

  • Program Manager

    3 weeks ago

    Tampa, United States Paradigm Technology Full time

    Position: Program Manager (Fintech)Location: Tampa, FL (100% REMOTE)Summary: The Program Manager will be involved in the planning, management, and completion of Fintech projects, including managing different vendorsThe Program Manager will be working on an Informatica MDM - Customer 360 project, including managing different vendorsMust have experience with...

  • Private Client Account Manager

    3 weeks ago

    Tampa, United States Marsh McLennan Companies Full time

    Description: Private Client Account Manger Our not-so-secret sauce. Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. More than 11, of the industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about...