Client Experience Consultant (MS)
About The Position
The Client Experience Consultant supports the delivery of high-quality, consistent experience for Managed Services clients. Aligned to a specific service line, this role combines subject matter understanding with client-facing responsibility. The Consultant works closely with clients, delivery teams, and the Client Experience Director to ensure services are delivered effectively, client needs are understood, and opportunities for improvement or expansion are identified. This role sits at the intersection of client, delivery, and product, and requires both strong relationship skills and operational awareness.
Requirements
- Bachelor’s degree
- Minimum of 4 years of experience in client service, consulting, account management, or delivery roles
- Proven track record of managing large strategic accounts
- Experience working in a services or delivery-based environment
- Strong communication and relationship-building skills
- Ability to understand and explain complex services or solutions
- Strong organizational skills and attention to detail
- Ability to work across teams and manage competing priorities
- Commercial awareness and ability to identify client needs and opportunities
- Comfort operating in a fast-paced, evolving environment
Nice To Haves
- Experience in one or more relevant service lines (Anti-Money Laundering, Code of Ethics, Communications Surveillance, Marketing Review, Regulatory Filings, Research Compliance Solutions)
- Exposure to Managed Services or similar delivery models
- Experience working with enterprise or complex clients
Responsibilities
- Client Experience & Relationship Support
- Build and maintain strong working relationships with client stakeholders
- Serve as a day-to-day point of contact for assigned clients within your service line
- Ensure clear, consistent communication on deliverables, timelines, and expectations
- Onboarding & Continuity
- Support onboarding of new clients, ensuring a smooth transition into delivery
- Help align client expectations with how services are delivered
- Ensure continuity of experience as services evolve
- Delivery Alignment
- Work closely with analysts and delivery teams to ensure client needs are understood and met
- Translate client feedback into actionable inputs for delivery teams
- Identify and escalate issues that may impact client experience
- Service Line Expertise
- Develop strong understanding of your assigned service line, including offerings, delivery model, and key value drivers
- Act as a bridge between client needs and service line capabilities
- Growth & Opportunity Identification
- Identify opportunities to expand services based on client needs and gaps
- Partner with Client Experience Director and commercial teams to shape and support expansion opportunities
- Continuous Improvement
- Identify patterns, issues, or inefficiencies impacting client experience
- Contribute to improvements in how services are delivered and communicated
Benefits
- We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business.
- Our Total Rewards package includes an annual discretionary bonus, pension, private medical insurance, group life insurance, group income protection, subsidized corporate gym membership, season ticket loan, employee assistance programme, and more.
- Our time off options include up to 26 days of annual holiday allowance and statutory bank holidays, as well as days off for your work anniversary, career development, and volunteering.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
