AddressAbout 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 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
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.
For more information, visit www.spglobal.com/marketintelligence .
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 new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.
Our People:
We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.
Our Values:
Integrity, Discovery, Partnership
At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:
We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include:
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.
For more information on benefits by country visit: https://www.spglobal.com/en/careers/our-culture/
Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
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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.
----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)
Job ID: 298388
Posted On: 2024-04-04
Location: London, United Kingdom
