Director, Client Experience

ADP is hiring a Director of Client Experience & Engagement to set the strategy for client experience and engagement across HRO. This leader will shape the governance, insights, and programs that help the organization understand both client and associate experience, translate those insights into action, and strengthen accountability across the business.

This role leads a multi-disciplinary, enterprise-facing portfolio spanning client experience strategy, insights, governance, engagement programming, and leadership coaching. The Director will lead a people-leading Senior Manager responsible for NPS and client experience operations, including reporting, qualitative and quantitative research, the Voice Program, and associate listening efforts. The role also includes oversight of two Leadership Coaches who support leadership development and client-facing training.

This is a highly visible leadership role that connects insight to action, influences senior leaders, aligns cross-functional partners, and drives measurable improvements in both experience and business performance.

KEY RESPONSIBILITIES

- Set and drive the client experience strategy, governance, survey programs, and executive readouts across HRO
- Oversee measurement and reporting related to NPS, Voice of the Client, Voice of the Associate, and client engagement programming
- Translate qualitative and quantitative insights into clear recommendations that inform senior leadership decision-making
- Drive enterprise visibility and accountability by establishing strong measurement, governance, and follow-through on key deliverables and outcomes
- Lead and develop a team responsible for client experience operations, research, voice programs, and engagement initiatives
- Oversee HRO client engagement programming, including initiatives such as eCAB, CAP, ADP Ambassador, and the Reference Program
- Lead the Leadership Coach program for HRO, including strategic planning, program development, resource planning, and measurement of business impact
- Ensure the ongoing facilitation of leadership trainings and other client-facing development experiences
- Influence cross-functional leaders to align priorities, remove barriers, and advance strategic client experience outcomes across HRO
- Identify opportunities to strengthen the consistency, visibility, and impact of client experience efforts across the organization
- Shape and evolve the operating model for client experience and engagement efforts to ensure consistency, scalability, and measurable business impact

QUALIFICATIONS REQUIRED

- Bachelor’s degree in Business Administration or a related field
- 10+ years of progressive leadership experience in client experience, operations, insights, or related functions
- Strong ability to think cross-functionally and contribute to broader HRO strategy
- Significant experience leading associates and leaders in a shared services or similarly complex operating environment
- Proven ability to influence and present to senior leadership
- Strong network across relevant support functions to enable problem-solving and execution for associates and clients
- Demonstrated experience leading through complexity, ambiguity, and matrixed stakeholder environments
- Ability to travel up to 25%

WHAT SUCCESS LOOKS LIKE

- Establishes a clear and scalable HRO client experience strategy with strong governance, executive visibility, and measurable follow-through
- Improves the organization’s ability to turn client and associate feedback into prioritized actions that strengthen business performance
- Elevates client engagement programming to be strategic, measurable, and aligned to business priorities
- Leads a high-performing team and coaching model that strengthens leader effectiveness, client experience, and organizational accountability

REQUIRED SKILLS

- Ability to lead teams to action in a fast-paced, evolving environment
- Strong executive presence and experience advising senior leaders
- Excellent communication, presentation, negotiation, and facilitation skills
- Demonstrated ability to build strategic plans based on insights from multiple data sources
- Experience handling highly sensitive information with the utmost ethical standards
- Experience working in a matrixed environment and managing competing stakeholder expectations
- Exceptional stakeholder management skills, with the ability to balance strategic thinking and tactical execution
- Strong judgment and the ability to move from analysis to action
- Ability to define priorities, establish governance, and drive execution through others

PREFERRED SKILLS:

- Experience with Microsoft Office Suite, Smartsheet, and client experience or survey platforms
- Strong orientation toward accountability, execution, and measurable results
- Experience building or scaling programs in a complex, matrixed organization
- Experience leading enterprise-wide experience, insights, or engagement initiatives with measurable business impact