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Form of workOverview
Baker Tilly US, LLP (Baker Tilly) is a leading advisory CPA firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers - New York, London, San Francisco, Los Angeles and Chicago. Baker Tilly is an independent member of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 145 territories, with 41,000 professionals and a combined worldwide revenue of $4.7 billion.
Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.
Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.
Any unsolicited resumes submitted through our website or to Baker Tilly US, LLP, employee e-mail accounts are considered property of Baker Tilly US, LLP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for Baker Tilly US, LLP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.
Responsibilities
We are seeking a highly skilled and experienced Client Experience Manager. The ideal candidate will possess qualitative research and Client Experience (CX) skills, such as developing research plans, methodologies, and protocols for qualitative studies, including organizing and conducting client interviews.
This candidate should thrive in an autonomous environment, be comfortable working in a matrixed organization, and be confident in their ability to provide actionable recommendations that will inform CX and firm strategy.
Qualifications
Baker Tilly US, LLP (Baker Tilly) is a leading advisory CPA firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers - New York, London, San Francisco, Los Angeles and Chicago. Baker Tilly is an independent member of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 145 territories, with 41,000 professionals and a combined worldwide revenue of $4.7 billion.
Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.
Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.
Any unsolicited resumes submitted through our website or to Baker Tilly US, LLP, employee e-mail accounts are considered property of Baker Tilly US, LLP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for Baker Tilly US, LLP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.
Responsibilities
We are seeking a highly skilled and experienced Client Experience Manager. The ideal candidate will possess qualitative research and Client Experience (CX) skills, such as developing research plans, methodologies, and protocols for qualitative studies, including organizing and conducting client interviews.
This candidate should thrive in an autonomous environment, be comfortable working in a matrixed organization, and be confident in their ability to provide actionable recommendations that will inform CX and firm strategy.
- Build and run the qualitative CX research engine. Recommending, planning, developing, and conducting primary qualitative research methods including win/loss analysis, interview-based assessments and other user/customer research methods. Identifying and implementing tools to scale qualitative analysis and output.
- Develop and own CX-related activities such as developing and maintaining advisory boards, running and/or supporting product feedback sessions, merger client onboarding interviews, etc. Learn and understand quantitative CX-related survey software and programs to better partner with quantitative lead.
- Lead initiatives with other GS teams (GI, Marketing, Sales, etc.) to provide and receive relevant data to enhance strategies/projects. Provide analysis/data consultation for firm teams and projects. Evangelize experience data throughout the firm so everyone at all levels is aware of our process, our findings and our goals.
- Provide Client Experience overview/information to new Baker Tilly team members. Work with People Solutions to understand employee experience and align to Client Experience analyses. Identify opportunities for improvement within firm processes and tools and ensure the relevant experience data is utilized in those improvement efforts. Assist in the onboarding of new Client Experience team members and other duties as necessary.
Qualifications
- Client/Customer Experience, Client Intelligence, Product Marketing/Management or similar experience using qualitative research to drive strategic product and service decisions.
- Bachelor's degree in a relevant field; masters or additional training in research methods preferred.
- Minimum 3-5 years' experience in a professional service firm or similarly matrixed or enterprise atmosphere.
