User Experience - Participant Coordinator
Company: Cognizant
Location: Austin
Posted on: April 5, 2021
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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
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