Client Service Delivery Consultant

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

The Client Service Delivery function is dedicated to providing a white glove experience for the organisation's top 30 clients, as well as clients requiring short term, or at times longer term, high levels of personalised support. This involves developing and maintaining deep, personalised relationships with each client, understanding their unique needs, preferences, and business objectives. By tailoring services to meet these specific requirements, the team ensures that clients receive a highly customised and exceptional level of service.

The Client Service Delivery Consultant is entrusted with the oversight and management of ongoing service delivery to clients, ensuring exceptional client satisfaction and operational excellence.  This role is critical to the organisation’s success, as it directly impacts client retention, satisfaction and overall business growth.  Demonstrating extensive experience in client service delivery, the Client Service Delivery Consultant will excel at providing exceptional client experiences to complement our market-leading products.  Additionally, the Client Service Delivery Consultant will focus on helping clients extract maximum value from our products and services, whilst fostering an environment that makes it easy and enjoyable for clients to work with us.

Key Responsibilities

• Ensure that key clients contracted to the Experian product suite receive a premium level of service tailored to their specific needs and business objectives.
• Build and nurture deep, long-lasting relationships with key clients to understand their unique requirements and deliver solutions that exceed their expectations.
• Manage client requests and escalations in a timely and efficient way to restore the client back to business as usual (BAU).
• Offer clients valuable insights and recommendations that help them achieve their objectives, positioning yourself as a trusted advisor.
• Offer comprehensive education, training, and support to clients in navigating the product itself, ensuring they can effectively access the information and tools they need.
• Analyse client feedback from various sources of data to gauge client satisfaction and loyalty, identifying and actioning areas for improvement and implement strategies to enhance the client experience and operational effectiveness.
• Continuously seek ways to innovate and enhance the service delivery process to better meet client needs.
• Work closely with Product Owners, Technology, Go-To-Market (GTM) and other teams as required to address and resolve any client-related requests and issues in a timely manner.
• Promote a client-centric culture within the team, emphasising the importance of client satisfaction and loyalty.

What you’ll need to bring to the role

To excel as the Client Services Delivery Consultant your key focus areas will include:

• Client Relationship Management: Building strong relationships with key clients by regularly checking in, understanding their evolving needs, and providing tailored solutions that exceed their expectations.
• Service Delivery Excellence: Ensuring that all service interactions are handled with the highest standards of professionalism and efficiency, such as resolving client issues within agreed timelines and exceeding SLA targets.
• Operational Management: Overseeing the accuracy and timeliness of SLA reports and continuously seeking ways to improve service delivery processes to enhance efficiency and quality.
• Client Feedback Analysis: Collecting and analysing feedback from client surveys and feedback sessions to identify areas for improvement and implementing strategies to enhance the client experience.
• Exceptional Communication and Collaboration: Effectively communicating with clients and internal teams to ensure everyone is aligned and working towards common goals, such as coordinating with the Product & GTM team to address client feedback.
• Continuous Improvement: Regularly reviewing and updating training materials and service delivery processes based on client feedback and industry trends to ensure the delivery of cutting-edge services.
• Training & Support Expertise: Providing clients with support to help them navigate the products , ensuring they can effectively use the tools available to them.
• Proactive Problem Solving: Anticipating potential issues and addressing them before they impact the client, such as implementing a monitoring system to detect and resolve issues early.

Work that matters - What you’ll be doing

Proactive service management is a key aspect of this function, with the team anticipating client needs and addressing potential issues before they arise. High-touch support is provided to resolve any concerns swiftly and effectively, ensuring all interactions reflect the highest standards of professionalism and courtesy. Continuous monitoring and improvement of service delivery processes guarantee the highest levels of quality and efficiency, while innovative solutions are implemented to enhance the client experience.

Client satisfaction and retention are paramount, with regular assessments through surveys, feedback sessions, and performance reviews. Customised solutions are designed in collaboration with internal teams to align with each client's strategic goals and deliver measurable value. The team also tracks and reports on key performance indicators, using data-driven insights to identify areas for improvement.

Acting as client advocates within the organisation, they ensure client feedback is incorporated into product development and strategic planning. Additionally, crisis management protocols are in place to handle any service disruptions, ensuring clients are informed and #UniquelyExperian Follow us on social supported throughout any emergencies. This commitment to continuous improvement and staying updated on industry trends ensures the delivery of cutting-edge services

More about you

Here are the key qualifications and competencies you should bring:

Qualifications & Experience:

• Significant experience in client service delivery, client support or relevant roles
• Strong analytical and data interpretation skills
• Ability to manage multiple deliverables simultaneously.
• Strong understanding of service delivery processes and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyse data and metrics to drive decision-making and improvements. 
• Client-focused mindset with a commitment to delivering exceptional service.

Bringing these qualifications and experiences to the role will help ensure you can effectively manage client service delivery, enhance client satisfaction, and contribute to the overall success of the organisation.

Why this role is important to us

For the organisation, this role ensures that the highest standards of service are consistently met, which is vital for maintaining a strong reputation and fostering client loyalty. By overseeing the delivery of services, the Service Delivery Consultant helps to streamline processes, improve efficiency, and implement best practices. This not only enhances operational performance but also drives continuous improvement and innovation within the company. Additionally, by acting as the primary point of contact for escalations and complex issues, this role helps to mitigate risks and resolve problems swiftly, protecting the organisation's interests and maintaining client trust

For clients, the Client Services Delivery Consultant is essential in providing a personalised, high-touch experience. This role ensures that clients' unique needs and preferences are understood and met, leading to higher satisfaction and stronger relationships. By proactively managing service delivery and addressing potential issues before they arise, the Client Service Delivery Consultant helps to create a seamless and positive client experience. This level of attention and care not only meets but often exceeds client expectations, fostering long-term loyalty and advocacy for the organisation

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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