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.
BA/BS in communications, marketing, computer science, human computer interaction,
cognitive science, experimental psychology, anthropology, information science, or other
field 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 information
Excellent 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 information
Demonstrated ability to manage many moving parts; multiple usage criteria, several calendars, global time zones, several stakeholders
Maintains acceptable performance metrics such as quality, productivity, attendance, schedule adherence, and CSAT
Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
Robust multi-tasking skills: e.g. able to take notes or navigate a knowledge base, and interact with the customer simultaneously
Quick learner: Able to quickly absorb complex product and procedural information, and seamlessly adapt to rapid changes in the product, process and workflow as they occur
Analytical mindset: be able to quickly understand, analyze and make recommendations for improvement for internal processes, where appropriate
Demonstrated proficiency with office productivity tools including email, web browser, database query, spreadsheet, presentation, and word processing applications
Familiarity working with tools and people in the technology industry or a technology-oriented space
Ability to communicate technical issues in non-technical terms
Minimum 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)
Experience working on a variety of marketing campaigns is an advantage
Strong technical ability and marketing platform experience is an advantage
Relevant industry experience gained from a similar company would be a strong
Basic hands-on knowledge in Internet products and technologies & basic experience of
HTML, AdWords or DoubleClick for Publishers is a plus
Digital 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.
SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Customer Service PL1 Required * Proficiency Legends
Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.