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Job Details
About the Role: Grade Level (for internal use):09 Customer Experience Technical Specialist, Customer Care The Team: The MI Customer Care Team 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 S&P Global’s Market Intelligence Division and responsible for being the first point of contact for all customer inquiries. The Customer Experience Team are responsible for providing business intelligence to all stakeholders on how we can improve ourselves for our customers. The Impact: This role enables our business leaders with vital information through the voice of the customer to make impactful decisions on how we can deliver our products and services to the market. These insights improve the way in which we interact with our customers, increase customer satisfaction, and ultimately achieve a lower churn rate. Responsibilities:
- Design, build and implement strategies and water-tight processes to increase response rate and improve overall survey response data quality by innovating the expansion of survey channels and mechanisms, by running regular gap-analysis.
- 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 to provide meaningful insights and findings in ways business audiences understand via effective reporting solutions/tools.
- Project manage the CX Program Roadmap and the Product Survey pipeline by running an onboarding program with all MI business leaders across the division.
- Ensure effective communication channels are utilized via a regular cadence of newsletters, scorecards, and reports to ensure internal adoption of the program.
- 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.
- 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.
- 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
- 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
- Health & Wellness: Health care coverage designed for the mind and body.
- Flexible Downtime: Generous time off helps keep you energized for your time on.
- Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
- Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
- Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
- Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
About the Company
S&P Global
United States
At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening up possibilities. We Accelerate Progress in the world.... Read more