Job Description

Discipline - Client Experience

Role Type - CX Coordinator

The opportunity

We are looking for Senior Associate – CX Coordinator will be responsible for enabling CX Global/Regional leaders to manage CX program. This professional works closely with Client Experience regional leaders to coordinate with various teams, capture feedback, aggregate feedback results, analyze & identify trend and issues, publish reports and recommend improvements to enhance client feedback.

Your key responsibilities

• Manage any/all queries from the /Region(s) around CX program, Global CX system, CX guidelines and key metrics
• Effectively manage and prioritize the workload to meet tight deadlines and handle shifting priorities
• Provide client input to leadership by implementing the methods within the client feedback framework
• Manage and coordinate the logistics associated with focus groups or interviews
• Prepare and administer any reports/dashboards for management/client and perform quantitative/qualitative analysis.
• Manage regional databases to build an effective file system and carry out regular housekeeping activities
• Manage the continual review and improvement of processes to streamline the client feedback framework and enhance the gathering and delivery of client input
• Cross-train peers to ensure seamless support of reporting and feedback initiative
• May have to manage a shared mailbox

Skills and attributes for success

• The role requires someone who can manage number of concurrent activities, with strong multi-tasking, prioritization, communication, organizational, and time management skills.
• Expert on Excel, PPT & Power BI. Exposure to other visualization tools like Spotfire, Alteryx would be an added advantage.
• Good research and analytical skills to simplify complex issues and communicate them to a variety of audiences.
• Prior knowledge on generating insights
• Expert oral & written communication
• Excellent in comms and project management
• Ability to work and team effectively with clients and other management
• Market research preferred
• Prior knowledge on generating insights

To qualify for the role, you must have

• Bachelor degree
• Master degree preferred
• Approximately 3-5 years of experience in similar industry.
• Background in research, project planning, and/or analysis is preferred
• Worked in a large Global organization

Technologies and Tools

• Expert on Excel, PPT & PowerBI.
• Prior knowledge on generating insights
• Exposure to other visualization tools like Spotfire, Alteryx would be an added advantage.

What we look for

• Flexibility - depending on regional geography, some travel maybe required as well as attending Area leadership meetings/training. From time to time, internal and external obligations may require working after normal business hours.
• project management - to be able to manage changing priorities.
• experienced in quantitative reporting (knowledge of qualitative analysis will be an advantage)
• Ability to work and team effectively with clients and other management
• Good oral and written communication skills
• self-driven
• manage number of concurrent activities, with strong multi-tasking, prioritization, communication, organizational, and time management skills.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning You’ll develop the mindset and skills to navigate whatever comes next.
• Success, as defined by you We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture You’ll be embraced for who you are and empowered to use your voice to help others find theirs.