Bain & Company Inc

  • Client Insights Coordinator

    Job Location US-MA-Boston
    Job ID
    Posted Date
    Regular Full-Time
    Location : Location
  • Overview

    Bain’s Net Promoter System allows consulting teams to get real-time feedback that they can use to strengthen client relationships and enables firm leaders to learn and adapt based on feedback. The senior coordinator will become an expert NPS project manager, helping teams across the firm to collect feedback from their clients and proactively refining processes, communications, reporting and the technology platform. He/she will also be involved in thinking through and executing the pilot on next-gen client feedback process at Bain.


    • Collaborate closely with manager, team leader and coordinator to facilitate client feedback process, allowing case teams to get feedback when it is most useful and actionable
      • Use pipeline data to recommend the right time to get client feedback
      • Work with managers/partners to initiate process and identify recipients
      • Partner with survey vendor to manage concurrent survey processes
      • Proactively develop and monitor dashboards to communicate participation metrics to leadership and identify situations to escalate to team leader
      • Implement quality control processes to ensure zero-defect execution
    • Educate users (leadership team) on how to use client feedback and NPS tools to gather and act on client feedback via personalized outreach
    • Support team-wide reporting effort to identify participation/feedback trends and success stories for offices and practices
    • Support the launch of the next-gen client feedback pilot at Bain by working closely with the team leader and vendor implementation team
    • Support miscellaneous relationship marketing and related strategic initiatives


    • Bachelor’s degree in Business, Economics, or Marketing
    • 2-3 years of experience in a global role, ideally in business analytics or customer experience/NPS at a professional services firm (Bain experience preferred)
    • Excellent verbal and written communication skills, with experience in communicating with senior stakeholders in a clear, pithy and direct fashion
    • Ability to quickly learn new programs/processes and adapt to achieve desired results
    • Track record of managing and improving complex processes, with flawless attention to detail and very strong organizational and problem-solving skills
    • Strong analytical experience
    • A team spirit, excellent interpersonal skills, and customer service orientation
    • Ability to work independently and meet deadlines in a fast-paced environment
    • Proficient with PowerPoint, Excel and Outlook; Experience with Access and PowerBI/Tableau a plus


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