From Data to Decisions: Transforming the Client Experience
Role - Design manager
Function - Client Insights and Experience
Slater & Gordon
Problem
An emerging client experience function that lacked a formalised strategy and standardised tools, limiting its ability to deliver consistent insights and actionable recommendations to internal and external stakeholders, in an environment resistant to change.
Opportunity
To design and implement an in-house solution, including a client experience strategy and roadmap, enhancing the research function’s impact and aligning insights with commercial objectives.
Solution
To develop and implement a new research strategy, integrating Qualtrics as the primary research software. This included building a Dashboard to formalise client’s insights and and standardise reporting and training.
Outcomes
The initiative strengthened the research function’s capability to deliver actionable insights, improved stakeholder engagement, and provided a structured foundation for ongoing client experience initiatives.
Due to confidentiality considerations, samples of this project are available upon request only.
Please feel free to contact me on natalia.alessi@gmail.com