User Experience - Participant Coordinator

Company: Cognizant
Location: Austin
Posted on: April 5, 2021

Job Description:

Description - External User Experience - Participant Coordinator Participant Coordinators (PC's) are responsible for finding and scheduling participants for UX studies for our clients Ads products. The PC's also provide customer-service/administrative/project management services to our UX Researchers (UXRs). This includes activities such as reserving a physical space for the research study, conducting a screener, coordinating the logistics of the day the study is conducted, tracking participant attendance and mitigating no-shows, and communicating recruitment progress with the requesting UXR. They are the face of our client and ensure participants have a great experience when participating in a study. This is not a role that can be done by following a script - each study and product team has different needs and ways of working so PC's must have the ability to adapt accordingly. They must be able to build relationships, navigate ambiguity, solve problems, work with different personality types, understand cultural nuances and handle new and unique requests. Requirements BA/BS in communications, marketing, computer science, human computer interaction,cognitive science, experimental psychology, anthropology, information science, or otherfield emphasizing human behavior. In lieu of degree, 2 years of relevant work experience.2+ years of experience with participant screening and recruiting, ideally in a research context.At least 1 year of direct customer service experience required, preferably in contact centers.Client-facing experience using all modes of communication (email, chat, phone, video conference)Excellent communication skills. Demonstrate experience communicating with people who have varied goals within the same project.Ability to work independently, to prioritize time between multiple projects, and to adapt to changing schedules and priorities.Demonstrate ability of good understanding and active listening capabilities, knows how to probe to get relevant informationExcellent organization skills and attention to detail in a fast-paced environment.Ability to learn, retain, and apply large amounts of product, procedure, policy and system informationDemonstrated ability to manage many moving parts; multiple usage criteria, several calendars, global time zones, several stakeholdersMaintains acceptable performance metrics such as quality, productivity, attendance, schedule adherence, and CSATContributes to a positive team environment and proactively aids team members with difficult contacts as neededDemonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and proceduresRobust multi-tasking skills: e.g. able to take notes or navigate a knowledge base, and interact with the customer simultaneouslyQuick learner: Able to quickly absorb complex product and procedural information, and seamlessly adapt to rapid changes in the product, process and workflow as they occurAnalytical mindset: be able to quickly understand, analyze and make recommendations for improvement for internal processes, where appropriateDemonstrated proficiency with office productivity tools including email, web browser, database query, spreadsheet, presentation, and word processing applicationsFamiliarity working with tools and people in the technology industry or a technology-oriented spaceAbility to communicate technical issues in non-technical termsMinimum of 1 year experience in supporting Advertising products like AdWords(Search, Display, Mobile), Analytics (PPC ROI tracking) with in-depth knowledge on various online advertising models (Search, Display, Mobile, Video) and revenue models(like Pay per click or Cost Per click, Cost Per (Thousand) Impressions, Cost Per View, and/or Cost Per Acquisition)Openness to work flexible hours if and when required (may include evenings, weekends and/or holidays) Preferred Qualifications: Experience working on a variety of marketing campaigns is an advantageStrong technical ability and marketing platform experience is an advantageRelevant industry experience gained from a similar company would be a strongadvantageBasic hands-on knowledge in Internet products and technologies & basic experience ofHTML, AdWords or DoubleClick for Publishers is a plusDigital Advertising or Marketing experience a plus Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Keywords: Cognizant, Austin , User Experience - Participant Coordinator, Other , Austin, Texas