CX coordinator

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

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 skillsself-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.

EY | Building a better working world

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