Global Customer Experience Technical Specialist

Recruiter
Miryco Consultants Ltd
Location
London, United Kingdom
Salary
competitive
Posted
13 May 2022
Closes
12 Jun 2022
Ref
14464216
Job Function
Accounting/Audit/Tax
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
Miryco Consultants is assisting with the search for a Global Customer Experience Technical Specialist.

The Global Customer Experience Technical Specialist sits in the Customer Experience team, which provides the best personnel, tools, knowledge, and insights needed every day to support both customers' and partners' needs. This role will focus on providing business intelligence to all stakeholders on how to improve the business for the customers.

Responsibilities:
  • Innovate and build new survey mechanisms and make efficient the existing survey program by running regular gap-analysis.
  • Design, build and implement strategies and water-tight processes to increase response rate and improve overall survey response data quality and expand survey channels.
  • Effectively utilizing all components of Qualtrics' iQ Suite and reporting capabilities to deliver Reports, Dashboards and Scorecards along with analysis and an action plan for the business and its executive stakeholders.
  • Identify meaningful insights and findings from large data and metadata sources; interpret and communicate insights and findings from analysis and experiments in ways business audiences understand via effective reporting solutions/tools.
  • Owning the entire business processes, whilst forming collaborative relationships with internal stakeholders.
  • Presentations to the business leaders at all levels across the firm on the current track and success of the program.
  • Distribute a regular cadence of newsletters, scorecards, and reports to all business lines for the program.
  • Project manage the CX Program Roadmap.
  • Ensure internal adoption of the CX Program.
  • Maintain an up-to-date database of all training materials.

Skills and Knowledge:
  • Expert level (at least 2-3 years) experience with Qualtrics XM and iQ Suite is essential across surveys, reporting, and dashboards.
  • Intermediate level (at least 1-2 years) experience of Salesforce.com.
  • Intermediate level (at least 1-2 years) experience with PowerBI.
  • Expert level user of Microsoft Office - specifically Project, Word, Excel, and PowerPoint.
  • Experience writing detailed business requirements specifications, and delivering projects that meet rapidly evolving business needs.
  • Experience with Marketing Automation Tools - e.g., Eloqua/Marketo/Pardot/Pendo.
  • Second language proficiency preferred for business purposes based on hiring region.

Qualifications:
  • Relevant university degree or equivalent work experience.
  • At least 2+ years of experience in the Customer Experience field, preferably in a delivery or practitioner role.

Location: London, UK

"Please note, should you not be contacted within five working days of submitting your application, then unfortunately you have not been shortlisting for this position. We will, however, be in touch should there be any other opportunities of potential interest suiting to your skills."

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