Senior Client Listening & Insight Executive

Here at Pinsent Masons we bring together the best people to get the job done. We’re naturally curious, constantly learning, listening, and growing. We’ll truly value your ideas. You’ll be joining an award-winning, hardworking and commercially minded team, where you’ll have the opportunity to work with leading experts and form meaningful relationships, while making a difference. You’ll get the opportunity to be involved in varied and challenging work, working in an open and supportive environment to deliver outstanding results.

We are recruiting a Senior Client Listening & Insight Executive to support the Head of Client Feedback in implementing the firm’s Client Feedback Programme. This role will play a key role in the following areas:

• Supporting in the creation and subsequent implementation and running of the next evolution of the Client Feedback Programme.
• Looking at broader team strategy, supporting partner relationships, market intelligence and reporting and communications.
• Creating best practice and improving the feedback process, including identifying any inefficiencies or gaps in the feedback process.
• Looking for ways in which to improve the feedback we get within the firm and recommending improvements both at strategic and operational levels.

This role can be based out of any of our UK offices and has a 35-hour week Monday to Friday. We operate a 3-days-in-the-office, 2-days-from-home working model; however, as an inclusive employer, we are willing to consider flexible working requests.

Candidate Overview

• Extensive experience in a client listening, client feedback or client insight role, ideally in a law firm, or in other large professional services or partnership environments.
• Able to create compelling, detailed and accurate written reporting that will inform key stakeholders and inform firm-wide decision making.
• Exceptional stakeholder management skills – being able to challenge senior partners appropriately and deliver feedback, both positive and negative, in a constructive manner that will influence behaviours and activity.
• Highly IT literate, with the ability to manipulate, analyse and present data, both qualitative and quantitative.
• Exceptional attention to detail in terms of both documentation, record keeping and processes.
• Comfortable in a small team, juggling multiple priorities and shifting between activities.

What happens next? Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email. We typically hold two interview stages per vacancy providing the opportunity to meet two members of the hiring team at each stage. The first stage is typically conducted virtually and the second stage typically in person at the office in which the role would be based. However, we strive to remain flexible depending on the requirements of the role or the candidate.

Our strength lies in our differences. We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a signatory of the Race at Work Charter and a proud partner of Neurodiversity in Law. We encourage and value different ideas and styles of thinking. It’s with different perspectives that we’ll find solutions to our clients’ most complex challenges. It’s how we’ll deliver outstanding results today, and tomorrow. We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents.