Client Experience Specialist

Role Purpose

The Client Experience Specialist is responsible for designing, analysing, measuring, and improving end-to-end client experiences across digital and human touchpoints. The role focuses on understanding customer needs, identifying friction, translating insight into experience improvements, and influencing change across the organisation.

This role will be responsible for designing, driving, and optimising initiatives that improve business operations and enhance client experiences and build a culture of excellence, ensuring consistency, efficiency, and measurable impact on client satisfaction and operational effectiveness in Digital Client.

The role is a key contributor to the Group Centre of Excellence (CoE) for Client Experience, User Experience, and Research, ensuring consistency, shared standards, and continuous learning across the organisation.

Requirements

• Relevant tertiary qualification
• Relevant certifications in Client Experience, User Experience, service design
• 2-4 years CX experience
• Proven experience and track record in Client Experience roles with strong understanding of Client Experience frameworks, design thinking, and business strategy.
• Strong background in data analytics, experience measurement tools, and feedback systems, experience measurement tools, and dashboards.
• Knowledge of quality assurance and control practices in service delivery. Ability to combine qualitative insight with quantitative analysis.
• Confident storyteller using data, visuals, and narrative.
• Experience with leveraging digital technology, AI and personalisation techniques for improved experience and business outcomes.
• Constantly researching innovation and digitisation, as well as having a curious mind to new technology trends.

Duties and Responsibilities

Customer Journey Understanding & Service Design

• Map and maintain end-to-end customer journeys across acquisition, servicing, and retention.
• Identify pain points, breakpoints, and moments of truth using qualitative and quantitative insight.
• Develop journey maps, service blueprints, personas, and experience principles.
• Design future-state experiences that balance customer needs, business outcomes, and operational feasibility.

Customer Insight, Feedback & Product Analytics

• Identify trends, drivers of dissatisfaction, and opportunities for improvement.
• Translate insight into clear, prioritised recommendations that inform product, service, and process decisions.
• Build / utilise / provide input to dashboards, reports, and narratives that make customer insight accessible and actionable.
• Strong proficiency in product and experience analytics is essential.
• Analyse and synthesise data from multiple sources, including:
• Customer feedback (NPS, CSAT, CES)
• Complaints and compliments
• Digital and product analytics
• Operational and service performance data

Experience & Process Improvement

• Ensure experiences are consistent across channels (digital, phone, email, in-person).
• Support experimentation, testing, and iteration to validate experience improvements.
• Partner with teams across product, marketing, sales, operations, technology, and service to:
• Simplify processes
• Reduce effort and friction
• Improve responsiveness and clarity

Change Enablement

• Identify change, capability, and training implications arising from new or improved experiences.
• Act as a trusted advisor on customer impact during business change initiatives.
• Partner with Learning, and Operational Enablement teams to:
• Inform training requirements
• Support adoption strategies
• Guide communication and engagement approaches

Driving a Customer-Centric Culture

• Contribute to internal forums, showcases, and communities of practice.
• Champion customer-first thinking by:
• Sharing insight, stories, and evidence from customer data
• Influencing leaders and teams with experience-based recommendations
• Supporting customer-centred decision-making

Performance Monitoring & Continuous Improvement

• Assess whether initiatives are delivering meaningful improvements.
• Recommend adjustments based on evidence and learning.
• Track and interpret experience performance metrics, including:
• CSAT, NPS, CES
• Retention, churn, and behavioural indicators

Centre of Excellence Contribution

• Support the evolution of experience consistency and maturity across the group.
• Actively contribute to the Group Client Experience, User Experience, and Research CoE by:
• Sharing tools, frameworks, and best practices
• Aligning experience standards and methodologies
• Participating in research synthesis and capability building

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