Client Experience and Insights Manager

Kennedys is looking for a Client Experience and Insights Manager to join the Kennedys Relationship Management (KRM) team. The successful candidate will assist in the retention and growth of client accounts across Kennedys' global network and use feedback insights to improve service delivery and overall client experience, as well as gaining an understanding from our clients of their market pressures, conditions and pain points.

The successful candidate will report to and work collaboratively with the Senior Client Development Manager.

The Manager will be expected to also establish and maintain good working relationships across business development, other business services functions, firm leadership and the partner community.

Team

Kennedys' global Business Development & Marketing (BD&M) team is over 70-strong and focusses on promoting Kennedys' services and supporting the Firm's global growth ambition and our key clients and markets.

The team  comprises Pursuits, Clients and Markets (where the KRM team sits), Marketing Technology & Data and Marketing & Communications.

Our global team members are located across the UK , US Singapore, Hong Kong, Sydney, Melbourne, Dublin, Dubai and Miami.

Key responsibilities 

• Lead and drive our global client feedback and experience programme, personally undertaking frequent client feedback interviews and combining these with other feedback sources to create a strategy to drive service delivery improvements and enhance client sentiment.
• Develop and implement a global feedback programme strategy which includes additional ways to increase the scope of the feedback that the business obtains from clients and third parties.
• Internally promote the value of client feedback across the globe.
• Work with the senior client development manager to provide recommendations on the strategy for client feedback each year and drive this forward.
• Run feedback campaigns / projects, focussing on a specific product area, client, office, country or region.
• Undertake client feedback interviews, both face to face and by video call.
• Develop a deep understanding of our client feedback analytics platform in order to extract relevant information, themes and actions for various internal audiences – for example, the Executive Group, Global Practice Heads, Regional Managing Partners.
• Delivering findings via presentations to the relevant lawyers / product line departments, as well as business services departments and to the client if required.
• Coordinating and utilising different feedback methods, such as independent client reviews, our innovative technology user feedback, post-tender / pursuits feedback, annual account meeting feedback, topical points arising from ad hoc service discussions and post onboarding feedback as part of a wider view
• Developing and delivering training to BD&M colleagues to equip them to conduct client feedback interviews and manage our external service providers
• Develop and maintain best practice guidance on client feedback.

Required experience 

• A good understanding of the insurance and legal industries
• Strong project management and organisational skills
• Excellent level of verbal and written communication
• High emotional EQ and diplomacy skills
• Good presentation delivery
• Service delivery focussed
• Strong research, effective business writing and communication skills
• Excellent use of PowerPoint and Word
• Ability to manage projects cross-site and in virtual teams
• Good understanding of the various pressures lawyers work under
• Pragmatic operator, comfortable working on own initiative whilst also being a team player
• Excellent level of commercial acumen
• Ability to use persuasive language and articulate the value of client feedback across different forums
• Excellent analytic skills, including the ability to see the trends in data and distil them into digestible messages, tailored for different business areas

Please let us know if you require any additional support or adjustments to be made in order to submit your application to Kennedys. 

*where a level of experience is indicated, this is a guideline only and represents the amount of time we would usually expect a candidate to accumulate the requisite level of experience. This does not preclude applications from candidates with more or less experience.