Customer Feedback and Reporting-Senior Associate

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. 

The opportunity

The Customer Feedback and Reporting Senior Associate performs the activities related to customer feedback initiatives. This professional provides support for administering surveys, conducting logistical elements of focus groups and interviews, and provides analyses for all initiatives.

Your key responsibilities

Stay up to date on the most efficient and effective means to meet customer needs for gathering customer input.
Determine proper analysis techniques to best translate and communicate complex data.

Skills and attributes for success

• Ability to quickly learn new tools and techniques related to the collection and analysis of data
• Ability to independently research/learn technology leveraged for data collection and analysis
• Strong customer service mindset
• The ability to work on multiple projects, simultaneously, in a fast-paced environment
• Exceptionally strong organizational skills
• Heightened attention to detail
• Strong project management skills
• The ability to simplify complex analytical issues and communicate them to a variety of audiences
• Excellent management, interpersonal, communication, and organizational skills
• Superior ability to work and team effectively Your text here
• Approximately 4 - 6 years of related experience
• Background in research, project planning, and/or analysis beneficial.

To qualify for the role, you must have

• Experience using Qualtrics or other enterprise feedback platforms
• Experience with JavaScript, CSS and HTML
• Advanced knowledge of Excel and other research or analytical tools
• Experience with Data Analytics using analytical or BI tools
• Experience creating Microsoft Power Apps a plus
• Ideally, you’ll also have
• Create surveys according to parameters provided and manage the administration of existing surveys; support new feedback initiatives.
• Provide objective analysis for data gathered via the Customer Feedback Framework.
• Gather data, create, and administer any reporting needed. Provide advanced analysis within tools such as Power BI, Qualtrics, Power Point and advanced Excel reports.
• Manage and coordinate the logistics associated with focus groups or interview.
• Cross-train appropriate peers to ensure redundancy in support of reporting and feedback initiatives.
• Maintain all administrative requirements to ensure the smooth and effective flow of work. Your text here

Technologies and Tools

• Qualtrics
• PowerBI
• MS Office Suite
• Microsoft Power Apps
• JavaScript, CSS and HTML

What we look for 

• The Customer Feedback and Reporting Team Lead manages and performs the activities related to all customer feedback initiatives. This professional provides design and support for creating and administering surveys, and provides analyses for all initiatives.
• Design and administer existing survey initiatives and craft new surveys where needed/appropriate.
• Provide recommendations and leadership to customers on the best methods of gathering and analyzing customer input.
• Manage the balance of new customer feedback requests against existing requests to ensure the best possible customer experience. (List Management)
• Advance knowledge in/ability to learn the online survey tools.
• Test surveys according to the specifications and standards provided.
• Provide objective analysis for data gathered via the Customer Feedback Framework.
• Cross-train appropriate peers to ensure appropriate redundancy in support of reporting and feedback initiatives.
• Ensure that all team members have awareness in EY’s Information Security practices.
• Motivate all team members to adhere EY’s Information Security practices.
• Motivate all team members to report Information Security incidents.
• Ensure Information Security requirements are periodically reviewed.
• Ensure Information security compliance with EY information Security Policies of the team.
• Solid research and analytical skills
• Advanced knowledge of Excel, Access, and other research or analytical tools.
• The ability to simplify complex analytical issues and communicate them to a variety of audiences.
• The ability to work on multiple projects, simultaneously, in a fast-paced environment.
• Excellent management, interpersonal, communication, and organizational skills
• The ability to work and team effectively with clients and other management personnel

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 

 
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.  

 
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

 
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.