At West Monroe, our people are our business.

We pride ourselves on bringing a different mindset to consulting—and that takes a different approach: highly collaborative, flexible, and tenacious.

Our people-first culture is core to our identity. It’s something we care about, and something we strive to enrich and preserve. No hierarchies. No siloes. No egos. Just smart ideas, unique perspectives, and the drive to make an impact for our clients. 

We also know that the best outcomes for both our people and our clients result from including diverse perspectives at the table. That’s why inclusion & diversity is one of our core values. 

Every day our clients rely on us to help them tackle their greatest challenges, by strategically deploying technology through a business-focused and industry-specific lens. We bring together both the right knowledge and the right approach, so that they can capitalize on opportunities and deliver real results. That takes the right team. And that’s where you come in.

Ready to thrive in the next step on your career journey?

West Monroe is seeking a Voice of the Customer and Client Experience Senior Specialist to support West Monroe’s expanding account marketing and client intelligence function. You will collaborate with a team that is responsible for managing and continuously improving our customer feedback, account management, and customer experience programs. You will play a pivotal role in developing West Monroe’s Client Experience map and managing the next iteration of our Voice of the Customer program. The ideal candidate will bring a passion for data analysis and customer metrics, problem-solving ability, and desire to collaborate with multiple leaders in Marketing, Client Success, Market Intelligence, Information and Collaboration Technology, and Consulting Operations.

Responsibilities:

• Manage and execute client-facing surveys, including client relationship survey, lost opportunity survey, and client engagement satisfaction survey, trust assessment diagnostic, and others  
• Work with our Market Intelligence team to analyze survey data, identify insights, and prepare reports for firm leadership
• Partner with Head of Client Programming and Head of Client Success to support overall Voice of the Customer program  
• Collaborate with our account marketing team and account directors to map the customer experience journey and identify opportunities to proactively intervene on the client’s behalf; champion opportunities to consistently improve the West Monroe client experience with account directors and managers; and execute client programs that result as an output of the client experience map
• Continually review and evolve the collection of processes West Monroe uses to track, oversee, and organize every interaction between the customer and West Monroe throughout the lifecycle
• Support other account marketing functions and client programs, as needed

Qualifications:

• Understanding of survey best practices and experience with different survey methodologies such as Net Promoter Score
• Excellent communications and data analytics skills, and the desire to uncover actionable insights from data
• Project or program management experience
• Experience with or knowledge of B2B or professional services companies
• Experience with Qualtrics and Salesforce
• Baseline understanding of account marketing strategies and best practices
• A client-centric mindset and passion for keeping the client at the forefront
• Ability to collaborate across varied stakeholder groups and manage up to get things done
• A commitment to inclusion and diversity, and openness to new ideas and perspectives

Ready to get started? Join our team and make an impact. 

 To learn more about inclusion and diversity at West Monroe, visit www.wmp.com/inclusion.