Customer Experience Technical Specialist, Customer

1 week ago

Penang, Malaysia S&P Global Full time

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.


What We're Looking For:

Tools & Software (Must Have)


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 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

About S&P Global Market Intelligence


At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information.

Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

What's In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out

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