Client Experience Specialist

About the role

Mercer Services is looking for a Client Experience Specialist based in Warsaw. The specialist is part of the Product Management Operations Team and works closely with internal stakeholders globally, client-facing teams, product owners and product support teams. The main focus is supporting client experience initiatives across Career products, covering the end-to-end client lifecycle, with Voice of Customer (VOC) and client feedback guiding experience improvements and prioritisation.

Key responsibilities

• Support client experience initiatives across Career products and the end-to-end client lifecycle
• Help define, implement and maintain feedback and VOC touchpoints across key lifecycle stages
• Support the implementation, collection, consolidation and synthesis of client feedback
• Identify experience themes, recurring issues and improvement opportunities from VOC insights
• Contribute to client experience and lifecycle frameworks, standards and guidelines
• Coordinate client experience and feedback activities across internal stakeholders
• Develop and coordinate reporting, summaries and insight-sharing materials
• Support evaluation of tooling enhancement options using internal AI or external solutions, and recommend repeatable, configurable solutions

Required profile

• Experience or exposure to client experience or customer-focused initiatives
• Familiarity with Voice of Customer or client feedback activities
• Understanding of client lifecycle concepts such as onboarding or retention
• Experience supporting process improvement or standardisation efforts

Required skills

• Strong analytical skills
• Understanding of the technology landscape

The role is hybrid: colleagues are expected to be in their local office or onsite with clients at least three days per week, with anchor days for each team.