Client Experience Program Lead
Ernst & Young (EY) (company site, opens in a new tab)8+ yrsKochiOn-siteDirect career pageEst. 14–24 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Oversee and embed a robust Client Experience (CX) program across the region focusing on capturing and acting on client feedback throughout the client lifecycle.
- Build strong partnerships with leadership and account teams to integrate CX into account management and deliver actionable client insights that influence market strategies and reduce client attrition.
- Drive operational excellence by managing CX feedback quality, innovation, process improvements, and reporting to leadership, ensuring compliance with KPIs and regional priorities.
Minimum Requirements
- University or Master’s degree required.
- Approximately 8+ years of experience in customer experience, program management, consulting, or marketing.
- Experience managing complex client relationships within a large global organization.
- Expertise in data visualization tools such as PowerBI, MS Excel, and PPT.
Ideal Candidate Profile
- Proven ability to influence and build collaborative senior stakeholder relationships, including C-level executives, to drive behavioral change enhancing client interactions.
- Strategic leadership experience with a commercial mindset, capable of independently making decisions and overcoming obstacles while managing multiple complex initiatives.
- Strong skills in CX program implementation, client interviewing, data analysis, and project management within a client-facing, global corporate environment.