Customer Experience Technical Specialist

Recruiter
IHS Markit
Location
London, United Kingdom
Salary
Competitive
Posted
25 May 2022
Closes
01 Jun 2022
Ref
15059973
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
About Us

The Customer Experience Team (CET) is designed to provide the best personnel, tools, knowledge, and insights needed every day to support our customers' and partners' needs. The Customer Care Team is the face of IHS Markit, now a part of S&P Global's Market Intelligence Division and responsible for being the first point of contact for all customer inquiries. The Customer Experience Team is responsible for providing business intelligence to all stakeholders on how we can improve ourselves for our customers.

Your Role

Duties and 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.
Communications, Education and Adoption
  • 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.
About You

Job requirements
  • 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.
Technical
  • Experience writing detailed business requirements specifications, and delivering projects that meet rapidly evolving business needs
  • Effective analytical and troubleshooting skills to strategize for better solutions with an excellent grasp of statistics including correlations, regression analysis, and descriptive statistics
  • Exceptional ability to effectively communicate and present analysis, insights, and actionable recommendations (both verbal and written) to cross-functional firm-wide senior level executives
  • Strong project management skills with the ability to coordinate the moving parts of multiple projects with various stakeholders
  • Experience collaborating with cross-functional stakeholders to improve the program with multiple dependencies and constraints.
Commercial Awareness & Business Acumen
  • 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
  • Understand the changing landscape of the customer base
  • Broad experience in any of the following industries: financial markets, engineering, energy, and transportation
  • Excellent organizational skills with the ability to integrate into a fast-paced environment with great attention to detail whilst creating multiple timelines and schedules
  • High standard of attention to detail, an ability to learn quickly, multitask, prioritize, and manage time efficiently
  • Flexible and reliable, able to adapt to changing situations whilst able to work independently on projects with little to no guidance
  • Team player, able to spot where help is required and can deliver coaching and training to other team members.
Preferable Skills/Characteristics (Not essential)
  • Experience with Marketing Automation Tools - e.g., Eloqua/Marketo/Pardot/Pendo.
  • Second language proficiency preferred for business purposes based on hiring region
  • Experience with technologies and best practices for documentation, instructional manuals, and teaching platforms.
What we offer
  • Cash incentive plan
  • Options to work from home (hybrid)
  • Flexible working hours to allow you to attend your family
  • Opportunity to work with world experts in the field
  • Strong client base and broad product line exposure
-----------------------------------------------

Equal Opportunity Employer:

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

US Candidates Only:
The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.

Similar jobs

Similar jobs

  • You need to sign in to save