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Canada Innovation Hub - Client Experience Lead

Job Location: Ontario - Toronto

Regional Description: Canada

Job Number: 00621564

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- Job description

Client Experience Lead

Location:  Toronto, 40 King Street


Overview

The Canada Innovation Hub is a go-to destination for our clients to explore the latest innovations that are transforming how organizations compete and grow in todays fast-changing environment. The Canada Hub is a place where clients visit to dream, co-create, collaborate, and learn with our Accenture teams and ecosystem partners. We are seeking a world-class experience creator, teacher, learner, and integrator to the support the curation and execution client sessions end to end. You are a creative problem-solver with a keen eye for detail. You have a wealth of multi-disciplinary experiences you pull from and customize accordingly.You have excellent visual, verbal, and written communication skills. You have a hospitality mindset and thrive in multidisciplinary disruptive and fast changing environments. You enjoy being attentive to the day-to-day needs of clients and your fellow colleagues. You are a great listener and observer of people and their behaviors. You enjoy collaborating with others and know how to maximize the efficiency of teams.


Responsibilities:

  • Design and map overall vision for the client experience
  • Work with Hub Lead and Co-creation talent to interview clients and gather information prior to the engagement to understand client needs and preferences
  • Work with internal service providers (Workplace, Technology Support, Marketing, Meeting and Events and others) to create and deliver tailored lodging, dining and transportation
  • Work with the local Workplace team to plan room set up, provision of customer items  
  • Work with the Marketing team to develop client branded materials for the engagement (e.g., temporary decals, booklets, space accents, giveaways, etc.)
  • Run weekly experience meetings to brief workshop team on key experience details and walk through the client journey to ensure seamless experience
  • Coordinate with Workplace Operations lead team to ensure that supporting resources have client profile knowledge (e.g., provide client LinkedIn so guests are greeted by name)
  • Conduct pre-event run throughs to ensure all details have been covered and communicated
  • Act as Day-of event liaison, ensuring that all details of the event are running smoothly
  • Conduct post-engagement survey to understand impact of the experience on the outcome of the workshop
  • Lead post-engagement debrief, share, learnings and implement improvements

Skills & capabilities

  • C-suite communicator (verbal and written) with strong client presence; experience with C level (VIP) clients and their requirements
  • Expert in experience design, service delivery, and hospitality with operations focus
  • Familiar with good design process, innovation methodologies & tools, agile, storytelling, data and analytics tools and approaches.
  • Experience in Workshop facilitation and creative collaboration
  • Strong creative mind with ability to design and build tailored client materials, translating input from various sources (e.g., client, account team, Hub Lead, etc.)
  • Great relationship builder and collaborator across Accenture, the client, and 3rd party vendors
  • Ability to set high expectations with 3rd parties and negotiate effectively to ensure end-to-end delivery
  • Adept at managing multiple projects / workstreams simultaneously
  • Highly organized self-starter and project manager

Preferred Background: 

  • 8-10 years of experience in design, service delivery, and hospitality
  • Experience managing multiple projects and budgets simultaneously

Accenture does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, sexual orientation, gender identity or expression, or any other basis covered by local law.   Accenture is committed to providing employment opportunities to current or former members of the armed forces.

          

We are committed to employment equity. We encourage all people, including women, visible minorities, persons with disabilities and persons of aboriginal descent to apply.

 

It is currently our objective to assign our people to work near where they live. However, given the nature of our business and our need to serve our clients our employees must be available to travel when needed.

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