Client Experience and Insights Manager

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Kennedys is looking for a Client Experience and Insights Manager to join the Kennedys Relationship Management (KRM) team. The successful candidate will assist in the retention and growth of client accounts across Kennedys' global network and use feedback insights to improve service delivery and overall client experience, as well as gaining an understanding from our clients of their market pressures, conditions and pain points.

The successful candidate will report to and work collaboratively with the Senior Client Development Manager.

The Manager will be expected to also establish and maintain good working relationships across business development, other business services functions, firm leadership and the partner community.

Team

Kennedys' global Business Development & Marketing (BD&M) team is over 70-strong and focusses on promoting Kennedys' services and supporting the Firm's global growth ambition and our key clients and markets.

The team comprises Pursuits, Clients and Markets (where the KRM team sits), Marketing Technology & Data and Marketing & Communications.

Our global team members are located across the UK , US Singapore, Hong Kong, Sydney, Melbourne, Dublin, Dubai and Miami.

Key responsibilities

• Lead and drive our global client feedback and experience programme, personally undertaking frequent client feedback interviews and combining these with other feedback sources to create a strategy to drive service delivery improvements and enhance client sentiment.
• Develop and implement a global feedback programme strategy which includes additional ways to increase the scope of the feedback that the business obtains from clients and third parties.
• Internally promote the value of client feedback across the globe.
• Work with the senior client development manager to provide recommendations on the strategy for client feedback each year and drive this forward.
• Run feedback campaigns / projects, focussing on a specific product area, client, office, country or region.
• Undertake client feedback interviews, both face to face and by video call.
• Develop a deep understanding of our client feedback analytics platform in order to extract relevant information, themes and actions for various internal audiences - for example, the Executive Group, Global Practice Heads, Regional Managing Partners.
• Delivering findings via presentations to the relevant lawyers / product line departments, as well as business services departments and to the client if required.
• Coordinating and utilising different feedback methods, such as independent client reviews, our innovative technology user feedback, post-tender / pursuits feedback, annual account meeting feedback, topical points arising from ad hoc service discussions and post onboarding feedback as part of a wider view
• Developing and delivering training to BD&M colleagues to equip them to conduct client feedback interviews and manage our external service providers
• Develop and maintain best practice guidance on client feedback.

Required experience

• A good understanding of the insurance and legal industries
• Strong project management and organisational skills
• Excellent level of verbal and written communication
• High emotional EQ and diplomacy skills
• Good presentation delivery
• Service delivery focussed
• Strong research, effective business writing and communication skills
• Excellent use of PowerPoint and Word
• Ability to manage projects cross-site and in virtual teams
• Good understanding of the various pressures lawyers work under
• Pragmatic operator, comfortable working on own initiative whilst also being a team player
• Excellent level of commercial acumen
• Ability to use persuasive language and articulate the value of client feedback across different forums
• Excellent analytic skills, including the ability to see the trends in data and distil them into digestible messages, tailored for different business areas

Please let us know if you require any additional support or adjustments to be made in order to submit your application to Kennedys.

*where a level of experience is indicated, this is a guideline only and represents the amount of time we would usually expect a candidate to accumulate the requisite level of experience. This does not preclude applications from candidates with more or less experience.

About Kennedys

Kennedys is a global law firm with expertise in dispute resolution and advisory services. With over 2,500 people worldwide across 45 offices in the UK, Europe, Middle East, Asia Pacific and America we have some of the most respected legal minds in their field.

Our lawyers handle both contentious and non-contentious matters, and provide a range of specialist legal services, for many industry sectors but we have particular expertise in litigation and dispute resolution, especially in defending insurance and liability claims.

We're a fresh-thinking firm, and we're not afraid to bring challenging new perspectives to the table way beyond the traditional realm of legal services. We empower our clients with a diverse range of ideas, tools and technology to make their lives easier, as well as delivering exceptional results, every time.

What do we have to offer?

We welcome high-performing lawyers, business services professionals, secretaries, graduates and apprentices to join our rapidly expanding global firm. Whatever your role at Kennedys, you'll be involved in exciting and stimulating work, where your input will make a difference.

Our culture and values form a big part of who we are and we take them seriously. We make a difference by being approachable, straightforward, supportive and distinctive. Our values are at the core of who we are and what make us a great firm to work with and for.

At Kennedys, we develop careers in an innovative global environment. Life at Kennedys i s exciting, fast paced and varied and we believe that supporting individual growth and development puts us in the best position to attract and retain talented individuals. Regardless of role or level, everyone has access to virtual learning to help you develop your skills, wherever you are in the world. A variety of other opportunities are available including secondments to clients and our global offices.

We strive to celebrate diversity, empower our people and ensure everyone can bring their authentic selves to work. We've created a culture based on client service, professional excellence, hard work and trust, where diversity, equity and inclusion (DE&I) is a key priority. We recognise that many of our people want to work for an employer that is aligned to their values, which is why we are building an inclusive culture, decarbonising our operations and supporting our people to thrive at work. Our people are the key to driving this change and helping us to make a difference to our clients, our people and the communities in which we live and work.

Kennedys is an equal opportunities employer and is committed to ensuring our recruitment processes are as inclusive as possible. We expect all employees to be aware of and comply with all relevant policies and procedures within their jurisdiction, including those relating to Information Security, Data Protection and Quality Management, refer any breach promptly to Risk & Compliance and to complete all mandatory training when requested.

Documents

• PDF Client Experience and Insights Manager JD March 2024.pdf (79.93 KB)